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User as Customer: Touchpoints and Journey Map
2018Customer eXperience (CX) is a concept traditionally related to marketing and Service Sciences. Lately there is an increasing interest on CX from the Human-Computer Interaction (HCI) community. CX extends the User eXperience (UX) concept: it examines the whole customer journey and experiences with several systems, products or services that a company ...
Camila Bascur +2 more
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Interactive Customer Journey Maps for Complex Services
TouchpointCustomer journey maps often assume linear and uniform customer experiences, limiting their effectiveness for complex services. In this article, an interactive customer journey mapping approach is proposed and evaluated in the context of a smart energy sharing platform project.
Carolijn Schrijver, Martijn Rietbergen
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Expanded Customer Journey Map: Interaction Mapping Framework Based on Scenario
2014This study proposed the mapping framework that was the intermediate layer between these two toolkits. The main attribute of mapping framework is that it is built up on the basis of scenario; thus, it plays the role of making the two toolkits correspond with the task based on a scenario as an output interaction as to the input of behaviors conducted by ...
Jaeyeon Yoo, Younghwan Pan
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Customer Journey Map: модное веяние или полезный инструмент?
Бренд-менеджмент, 2020В статье речь идет об инструменте Customer Journey Map, который визуально описывает опыт клиента на пути к покупке того или иного продукта или услуги от этапа осознания потребности в продукте до последнего взаимодействия с компанией. Автор рассматривает клиента как центральный элемент в деятельности любой компании, важность понимания его желаний ...
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Mapping the Customer Experience - Unveiling the Customer Journey in the Nail Industry
CroDiM, 2023After a period of a low-touch customer service approach due to the recent pandemic, delivering value to customers again becomes a focus for entrepreneurs in originally designed business models in the service industry. Pandemic experiences have prompted customers to accept the usual service process changes readily. A valuable tool for analyzing customer
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Effective Social Media Marketing Through Customer Journey Mapping
2021An essential pre-requisite of effective Social Media Marketing is a profound understanding of customers and their behaviour as this has been subject to dramatic changes.
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Mapping the Customer Journey in Retail
INTERNATIONAL CONFERENCE ON ECONOMICS, BUSINESS & MANAGEMENTCreating a customer journey map has quickly become an interesting and innovative way to understand consumers and their behavior. Over the years, the method gained popularity and established itself by offering a clear way to visualize the company's intangible services.
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A Customer Journey Mapping Approach With Mobile Application
Journal of Mechanical DesignAbstract Customer journey mapping (CJM) is a product and service design method that is widely used by design researchers and practitioners. It tracks the customer’s or user’s interactions with products and services during experiences and maps out significant changes in those experiences.
Yiqing Ding +3 more
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