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MIS5102: Process Improvement and Innovation

Just another Master of Science – Digital Innovation in Marketing site

Fox School of Business

Customer Experience

Customer Journey Mapping – Where to Start

June 11, 2018 By Jacklin Altman 224 Comments

process

I'm really interested in the entire concept of creating a customer journey when looking at one's product/service/website etc. I think it takes a relatively simple concept that we often hear ("Put yourself in the customer's shoes!" "Think like the customer!" etc) and defines it in a way that can be adapted to various businesses. However, while the concept seems simple, creating … [Read more...] about Customer Journey Mapping – Where to Start

I’m Having an “Out of Box Experience!”

June 9, 2018 By Salvin Varghese 11 Comments

Understanding a customer’s journey from the point of awareness to utilizing your product/service is important. Why? Because by fully understanding each of your touchpoints with customers (pros and cons) you can help build stronger experiences and in turn a better brand overall. In the article, “Using Customer Journey Maps to Improve Customer Experience,” Richardson explains how … [Read more...] about I’m Having an “Out of Box Experience!”

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