Posts

A recent study by Accenture shows that customers prefer individual suggestions and experiences over a vast product selection. Quite a few companies need to take this to heart.

Social Media is one of the most popular marketing tools of the digital customer journey. Furthermore, to run a social media channel, you don’t need a big budget. So why not use it for more than just marketing?

We often hear that the classic “brand awareness” is history and that modern companies should focus on the customer rather than the product. But is that right?

Whether you do your weekly grocery shopping or go on the daily hunt for fresh fruit and vegetables, or simply need a beverage for a trip – eventually, everyone ends up in the supermarket queue. And the only thing to do there is: waiting.

When attending a Customer Journey Mapping Workshop  recently, I learned a very interesting and revealing lesson: not every touchpoint is equal and not every touchpoint has the same relevance for individual customers. These kind of workshops outline, analyze and in the end try to optimize an exemplary customer journey of a client.