Results 11 to 20 of about 2,089,806 (282)
Customer journey mapping [PDF]
, 2011 Public services need to adapt to the needs of their customers, the citizens. Often new e-services are technology-initiated, but Smart Cities start with the user. This document places the customer journey mapping (CJM) process in the context of customer insight and business process improvement and provides practical guidelines on how to make the most of
Cruickshank, Peter
core +7 more sources
Mapping customer journeys in multichannel decision-making [PDF]
Journal of Direct, Data and Digital Marketing Practice, 2014 This study is focused on multi-channel shopping, which refers to the integration of various channels in the consumer decision-making process. The term was coined in the early 2000s to signify the integration of offline and online shopping channels.
Wolny, Julia, Charoensuksai, Nipawan
openaire +4 more sources
MAPPING THE CUSTOMER EXPERIENCE: UNVEILING THE CUSTOMER JOURNEY IN THE NAIL INDUSTRY [PDF]
CroDiM : International Journal of Marketing ScienceAfter 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
Širola, Davor +2 more
core +6 more sources
How Can Firms Effectively Use Technology in Customer Journey Management
Technology Innovation Management Review, 2021 Customer Journey (CJ) mapping offers a view of the Customer Experience (CX) from a customer's standpoint, which acts as the first step towards a myriad of actions that can be performed to improve CX.
William Boscardini Helouani
doaj +1 more source
Using customer journey mapping to improve public services: A critical analysis of the literature
Management, 2021 Providing clients with public services that will meet their needs and expectations requires not only testing their satisfaction. In order to better improve service processes in the context of customer orientation, customer experiences should be ...
Ludwiczak Anna
doaj +1 more source
Mix method analysis for analyzing user behavior on logistic company mobile pocket software
Jurnal Sistem dan Manajemen Industri, 2023 The present study emphasizes mixed-method analysis, integrating the partial least square structural equation model (PLS-SEM) and customer journey for mobile pocket office improvement in logistic XYZ company.
Satria Fadil Persada +5 more
doaj +1 more source
Exploring young voter engagement and journey mapping across political events [PDF]
, 2023 This interdisciplinary study aims to explore the lived experiences and engagement of young voters from a customer journey perspective. To achieve this, the present study investigates voter engagement journey with various political events (2015 UK General
Harvey, John +9 more
core +1 more source
A study of touchpoints adaptability at Helsinki airport: from customer experience perspective [PDF]
, 2014 Touchpoints design is the crucial parts of service design because touchpoints are the interface of service that customers have direct interaction. The quality of touchpoints affects directly to customer experience.
Su, Jinyi
core +2 more sources
MANAGEMENT OF CUSTOMER JOURNEY AND STORE ATMOSPHERE FOR MSMES IN TANGERANG CITY IN BUILDING CUSTOMER SATISFACTION IN THE NEW NORMAL ERA [PDF]
, 2022 Customers, by experience, they know more about purchasing than salespeople and they perceive themselves to have more control over the sales encounter.
Wardhani, Diah +2 more
core
JOIV: International Journal on Informatics Visualization, 2023 Agile and User Experience have become popular for decades due to the ability to understand customer needs. However, both methods have different perspectives on the point of view, value, and quality.
Wahyu Andhyka Kusuma +3 more
doaj +1 more source