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Posted in Strategic Service Design

Customer Journey Mapping Research

Posted by Danielle MacInnis on 12 July 2018
Customer Journey Mapping Research
Customer Journey Mapping is a Must McKinsey have just released some interesting research about those companies that do customer journey mapping. Customer journey mapping is a discipline th...
Posted in: Customer Centric Marketing Strategic Service Design Customer Insight Brand Strategy   0 Comments

How b2b customers consume content and move down the buying path

Posted by Danielle MacInnis on 20 June 2018
How b2b customers consume content and move down the buying path
Content is the key to informed purchase decisions, but B2B marketing often gets content delivery wrong. The buyer's journey is devoid of personalization, riddled with dead ends, and forces e...
Posted in: Customer Centric Marketing Strategic Service Design Customer Insight Marketing Segmentation Content Marketing Marketing Strategy   0 Comments

Creating a customer centric culture

Posted by Danielle MacInnis on 10 June 2018
Below is an interview I did with Tristan White on how to create a customer-centric Culture. He has a great website with lots of great information including a culture checklist.   ...
Posted in: Customer Centric Marketing Strategic Service Design Customer Insight   0 Comments

Customer Centric Thought Leaders

Posted by Danielle MacInnis on 13 April 2018
Here is a podcast with Lars Birkholm Peterson is one of the co-authors of Connect - How to use Data and Experience Marketing to Create Lifetime Customers. I interview Lars about the Custome...
Posted in: Customer Centric Marketing Strategic Service Design Marketing Strategy   0 Comments

Employee engagement is key to customer centric organisations

Posted by Danielle MacInnis on 8 March 2018
I found this infographic and video by the Temkin Group and had to share it with you. The engagement of your team makes a huge difference to the customer experience. Internally we are all still c...
Posted in: Customer Centric Marketing Strategic Service Design SEO   0 Comments
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