Visa Palonen

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How Mapping the Customer Journey Can Help You Create Better User Experiences

In 2012, Sephora decided to make major changes to improve customer experience both in its in-store and online platforms. The company looked at its current customer interactions and realized that shoppers took a multifaceted approach to purchasing the company's beauty products. The company needed to …

How Data Leads to Better Personalization

What do companies like Netflix and Amazon have in common?<p>They understand the power of data-driven personalization. These companies know that …

IBM - United States

Case study: Identity Guard<p>A high-tech solution takes on cyberbullying<p>Eighty-seven percent of students say they have witnessed cyberbullying, and …

7 Tips to Get Started with Customer Journey Mapping

Customer journey mapping is the act of graphically portraying your customer’s experiences with your organization across major and minor touch points …

How to map Customer Journey – The key questions

When a customer initiates conscious consideration and buying, he’s often the one who’s active. He’s making searches online, reading ads, discussing …

Customer Journey Mapping Workshop Preparation

<i>You’ve got buy-in… all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the</i> …

Google exec: Marketing today means understanding customers’ path to purchase

SAUSALITO, Calif. — When someone buys something online today, it’s not easy to figure out how they ended up making their purchasing decision. That’s why the most important thing marketers can understand is the path a customer took to that decision.<p>That was the overriding message from Google vice …

Straight Talk: Brand loyalty shortcuts the paths to purchase

article<p>Related Articles: Great opportunities for digital ROI, but too many metrics an issue (with videos) Psychographics: the behavioural analysis …