Relevant bibliographies by topics / Customer Journey Map

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  1. Journal articles
  2. Dissertations / Theses
  3. Books
  4. Book chapters
  5. Conference papers

Academic literature on the topic 'Customer Journey Map'

Author: Grafiati
Published: 4 June 2021
Last updated: 29 May 2022

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Journal articles on the topic "Customer Journey Map"

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Ugolkov, Ievgenii, and Oleh Karyy. "Supporting the customer journey with digital instruments of marketing communications." Annales Universitatis Mariae Curie-Skłodowska, sectio H – Oeconomia 53, no. 2 (October 25, 2019): 109. http://dx.doi.org/10.17951/h.2019.53.2.109-119.

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<p>This article describes the possibilities of improving customer satisfaction from the company's involvement in every point of interaction via digital marketing communication instruments and the customer's journey map concept. To achieve this goal, the literature on the concept of customer travel was examined, the results from a two-year monitoring of two production companies were selected and the companies' online and offline marketing communication with clients was presented. The findings indicate that the customer experience should be simple and intuitive for the customer's perception. The customer experience is not limited to certain channels of interaction and is not one-time. Rather, it is the sum of the customer's feelings at every point of their interaction with the company that accumulates during the customer's journey. Managers must design and create a customer’s travel map in order to direct their customers to a correct purchase decision, according to the company. The customer journey map includes elements such as staff, instruments and content, each of which influences the final customer experience and together create synergies that give the company the opportunity to maximise customer satisfaction and increase its income. Effective management of the customer's journey map design must be supported by digital means, especially in marketing communication. The customer's journey map should be tailored to the specific industry and this opens up the need for further research in this field.</p>
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Стулова, Елена. "Customer Journey Map: модное веяние или полезный инструмент?" Brand Management 4 (2020): 282–93. http://dx.doi.org/10.36627/2618-8902-2020-4-4-282-293.

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Mele, Cristina, Tiziana Russo-Spena, Marco Tregua, and Cristina Caterina Amitrano. "The millennial customer journey: a Phygital mapping of emotional, behavioural, and social experiences." Journal of Consumer Marketing 38, no. 4 (June 7, 2021): 420–33. http://dx.doi.org/10.1108/jcm-03-2020-3701.

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Purpose The wider possibility of connectivity offers additional opportunities for customers to experience value propositions. The online world is only one side of the customer experience. The integration of digital technologies, social presence and physical elements increases the complexity of customer journey. This paper aims to map the phygital customer journey by focusing on millennials. Design/methodology/approach The study adopted a qualitative methodology to investigate 50 millennials from Italy. Millennials had to describe, in two phases, a journey they had recently made. First, they used sticky notes with no restrictions on expressing their feelings and structuring their CJ. Second, customers transferred the sticky notes’ contents, consider the information provided and map the journey with additional details using the Uxpressia software. Findings This paper frames the Millennials customer journey as a cycle of four moments: connect, explore, buy and use. Each moment enacts the customer experience as a mixture of emotional, behavioural and social responses. Online and offline interactions blur the boundaries between the physical and digital world (i.e. phygital): millennials move back-and-forth or jump from one action to another according to the evolving path of emotions and interactions. Originality/value The phygital customer journey provides an alternative understanding of customer journey occurring as a fuzzy process or loop. A phygital map develops as a circular path of moments seen as phenomenological microworlds of events, interactions, relationships and emotions.
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Arias, Michael, Eric Rojas, Santiago Aguirre, Felipe Cornejo, Jorge Munoz-Gama, Marcos Sepúlveda, and Daniel Capurro. "Mapping the Patient’s Journey in Healthcare through Process Mining." International Journal of Environmental Research and Public Health 17, no. 18 (September 10, 2020): 6586. http://dx.doi.org/10.3390/ijerph17186586.

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Nowadays, assessing and improving customer experience has become a priority, and has emerged as a key differentiator for business and organizations worldwide. A customer journey (CJ) is a strategic tool, a map of the steps customers follow when engaging with a company or organization to obtain a product or service. The increase of the need to obtain knowledge about customers’ perceptions and feelings when interacting with participants, touchpoints, and channels through different stages of the customer life cycle. This study aims to describe the application of process mining techniques in healthcare as a tool to asses customer journeys. The appropriateness of the approach presented is illustrated through a case study of a key healthcare process. Results depict how a healthcare process can be mapped through the CJ components, and its analysis can serve to understand and improve the patient’s experience.
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George, Morris, and Kirk L. Wakefield. "Modeling the consumer journey for membership services." Journal of Services Marketing 32, no. 2 (April 9, 2018): 113–25. http://dx.doi.org/10.1108/jsm-03-2017-0071.

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Purpose The purpose of this study is to model the consumer journey of admission-based membership services from initial purchase to full-season memberships. Particularly, the study pays attention to customer-owned contacts (purchase behavior) and service-owned contacts (salesperson voice- and text-based communications), to examine longitudinal internal data to determine factors which hinder and propel customers toward full memberships. Design/methodology/approach On the basis of big data supplied by a National Hockey League team, the study uses three simultaneous equations in modeling to account for potential endogeneity related to the likelihood that sales and service personnel are more likely to contact frequent customers. The longitudinal data allow us to map the customer journey over the course of multiple years, compared to typical cross-section studies. Findings The findings show that as customers increasingly own committed points of contact, they are prepared to move to the next level – but rarely skip major steps in the relationship journey. The quantity, type and timing of customer contacts by the service firm may hinder or propel the customer down the path to purchase full memberships. Research limitations/implications The prevalence of big data among service firms should allow researchers to better understand how consumers respond to contact strategies over time, as well as fluctuations in firm performance. The research adds to the customer journey research stream, while meeting the call of researchers to bridge the gap between service marketing research priorities and current practice. Practical implications Sales practices and marketing automation tactics may come at the cost of burning leads and alienating future members. Frequent text-based contacts absent voice-based interactions hinder consumer journey and work against relationship building. Service marketers can learn how to better allocate resources, properly manage and motivate contact strategies and target campaigns to send the right message via the right media at the right time. Originality/value This is the first study to map customer journey for admission-based, membership services. The longitudinal approach across multiple years provides a deep understanding of how customers take steps toward loyal membership status, while also pinpointing potential drawbacks of current contact strategies.
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Rosenbaum, Mark S., Mauricio Losada Otalora, and Germán Contreras Ramírez. "How to create a realistic customer journey map." Business Horizons 60, no. 1 (January 2017): 143–50. http://dx.doi.org/10.1016/j.bushor.2016.09.010.

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Tholath, Deepa Ittimani, and Fr Casimirraj S.J. "Customer Journey Maps for Demographic Online Customer Profiles." International Journal of Virtual Communities and Social Networking 8, no. 1 (January 2016): 1–18. http://dx.doi.org/10.4018/ijvcsn.2016010101.

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In the digital landscape where the customer is defining and reveling in his choices each marketer should look at how best to cater to a specific customer so that both sides walks away smiling. In order to do this most product and service companies are currently drawing up their typical customer profiles and takes it to a higher level by giving the customer profile indicative of a particular segment a specific persona. Personas help marketers to think like the character and draw out the reactions of that person to the changes brought by the company. Companies also plot the typical journey of these indicative personas to identify the touch points so as to improve the total experience by information available at these points. The objective of this study is to draw up different personas who engage in online purchasing methods. Further segmentation is targeted using the demographic variables to arrive at different personas depicting the typical generation of online consumers. It also aims at defining the particular features of these outlined personas. In continuation of this process a consumer journey map for each of these personas would be drawn highlighting the touch points or the points of influence which influences their final decision making.
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Cateriano-Arévalo, Erik, Lorena Saavedra-Garcia, Vilarmina Ponce-Lucero, and J. Jaime Miranda. "Applying Customer Journey Mapping in Social Marketing to Understand Salt-Related Behaviors in Cooking. A Case Study." International Journal of Environmental Research and Public Health 18, no. 24 (December 16, 2021): 13262. http://dx.doi.org/10.3390/ijerph182413262.

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Worldwide, salt consumption exceeds the World Health Organization’s recommendation of a daily intake of 5 g. Customer journey mapping is a research method used in market research to understand customer behaviors and experiences and could be useful in social marketing as well. This study aimed to explore the potential of customer journey mapping to better understand salt-related behaviors performed during the preparation of household cooking. We tracked the journey of four women in their kitchens for approximately two hours to observe the preparation of lunch. Individual journey maps were created, one for each woman, that were composited into a single journey map. We found that customer journey mapping was a suitable research method to understand how food preparers made decisions around adding salt and artificial seasonings at each stage of the journey. In contrast to the interviewee’ responses, it was observed that the four women added salt and artificial seasonings consistently and incrementally with little control and without any standard measure. In this study, we demonstrate the utility of customer journey mapping in a novel context and nudge social marketers to include this tool in their repertory of research methods to understand human behavior.
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Ellis, Gary D., Jingxian Jiang, Darlene Locke, Patti A. Freeman, and Kaylee Jorgensen. "Experience Journey Map: A New Experience Design Tool for Structuring Youth Activities." Journal of Youth Development 17, no. 1 (March 28, 2022): 158–74. http://dx.doi.org/10.5195/jyd.2022.988.

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We introduce a new experience design tool, an experience journey map, to assist youth professionals in planning engagement, immersion, and absorption activities. Experience journey maps are based on customer journey maps, which are widely used in business service design. This new approach highlights strategies for engendering deep structured experiences during the activity. An experience journey map is a matrix of columns and rows. Columns represent the sequence of activity stages. Rows are experience-structuring strategies derived from the theory of structured experience. These strategies include service performance strategies, deep structured experience strategies, and engagement, immersion, and absorption strategies. We present a case study showing how the experience journey map can be used to plan impactful youth activities.
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Lin, Mengyi, Fu-Yuan Li, and Zhe Ji. "How to Innovate the Service Design of Leisure Farms: The Innovation of Sustainable Business Models." Journal of Open Innovation: Technology, Market, and Complexity 6, no. 3 (June 29, 2020): 45. http://dx.doi.org/10.3390/joitmc6030045.

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There is extensive academic literature about service satisfaction, business performance analysis, and management research of leisure farms, but there are still many problems and room for development on how to create customer journey maps for diversified leisure farms and also on service innovation opportunities. Leisure agricultural tourism is now facing diversified business challenges, and thoughts on service design as well as methods and tools contribute to the innovation of sustainable business models. By exploring customers’ touchpoints on leisure farms and their core motivations to visit the farm, this paper proposes a method to integrate the application of target tools of touchpoints into the customer journey map and shows the service design framework of leisure farms’ management and organization. Finally, this paper puts forward five key requirements on touchpoints in leisure farms’ service innovation, so as to achieve reasonable resource deployment of marketing mix and promote the sustainable development of leisure farms.
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Dissertations / Theses on the topic "Customer Journey Map"

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Cao, Linqi. "Developing an experiential design approach to gain understanding about foreign culture: challenges and solutions." Thesis, Linköpings universitet, Institutionen för datavetenskap, 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-158120.

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China’s economy is growing. It has been said that “the question like ‘how to do business with Chinese people’ have occupied the minds of international business people who are planning to enter China.” (Fan & Zigang, 2004). Sweden as a country which listed China as its largest trading partner in Asia and a priority country in Sweden's export strategy, has a need to gain understanding about guanxi –an important concept in Chinese business culture. In this thesis, the author will present the development of three exercises inspired by design methods (role play, visualization and customer journey map) which aim to help Swedish business managers to learn guanxi in an experiential way. It includes the challenges the design team went through, how did they solve it and what are the latest version of the exercises looks like. The main challenges presented in this thesis are: how to embed specific knowledge smoothly into exercise; how to set up the role of facilitator(s); and how to increase the level of satisfaction for the users. Those challenges are not only specific to our project, but also could be inspirational for other people (e.g. designers, business culture scholars and so on) who want to create similar exercises or looking for new ways to deliver the knowledge about cross-cultural business communication.
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Chavez, Martinez Lizeth Stefany, Vedia Flor Aysha Nicole Garcia, and Rojas Hans Nicols Flores. "Análisis del Customer Experience de los servicios de peluquería y estética a través de Customer Journey Map. Caso de estudio: BESSÓ SALÓN, Miraflores, durante el periodo 2019-2020." Bachelor's thesis, Pontificia Universidad Católica del Perú, 2020. http://hdl.handle.net/20.500.12404/16761.

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En la presente investigación, se realizó el análisis del Customer Experience de los servicios de peluquería y estética, a través de Customer Journey Map en Bessó Salón, Miraflores, durante el periodo 2019-2020. Esta investigación resulta relevante puesto que busca describir, a través de un caso de estudio, la experiencia de los clientes que integran el mercado de la belleza personal en Lima. Mercado en expansión y cada vez más relevante en la mente del consumidor limeño. Debido a que la belleza personal es un tipo de servicio de carácter muy marcado, en él, una sola experiencia puede definir si la relación con el cliente se fortalece o se quiebra. Por ello, gestionar adecuadamente el Customer Experience (CE, en adelante) es conveniente para la fidelización de los clientes en este tipo de servicios. La investigación se realiza mediante un estudio de caso que se centra en la experiencia que percibe el cliente de Bessó Salón, en cuanto a los servicios de peluquería y estética. Siendo esta una empresa que se reconoce a sí misma como proveedora de experiencias únicas en sus servicios de belleza, diferenciándose de sus competidores. Es por ello que el presente trabajo busca entender cuál es el CE de los servicios de peluquería y estética de Bessó Salón, así como describir sus procesos, herramientas, métricas, la situación actual, el marketing de servicios y el CE a través del Customer Journey Map que coadyuve a conocer y mejorar la experiencia del cliente de Bessó Salón. El análisis parte de una secuencia metodológica, en correspondencia con un enfoque mixto, las cuales abarcan la recolección y análisis de datos cualitativos y cuantitativos. Respecto al enfoque cualitativo, se realizó la recolección de la información, a través de observaciones y entrevistas que fueron aplicadas a tres expertos en el área de marketing y dos en el rubro de peluquería y estética; asimismo, se entrevistaron a tres clientes del servicio de peluquería y dos de estética; además, se realizaron observaciones a tres colaboradores de Bessó Salón seleccionadas a conveniencia de los autores de esta investigación; también, se observó la infraestructura física. Cabe destacar que según el enfoque de investigación a través del uso de técnicas de análisis permitió, desde lo cualitativo, categorizar las entrevistas, triangular y contrastar los resultados. Así, para contrastar y validar los resultados del enfoque cualitativo se empleó el enfoque cuantitativo. En el caso del enfoque cuantitativo, la recolección de la información se realizó a partir de encuestas administradas de manera presencial y online a clientes de sexo femenino que han frecuentado a Bessó Salón; siendo el primero un muestreo no probabilístico y el segundo, un muestreo probabilístico. Según este enfoque la interpretación de los resultados de manera cuantitativa fue a través de un análisis descriptivo porcentual que permitió validar los resultados del enfoque cualitativo. En conclusión, la investigación se centró en la variable CE; cuyo análisis de indicadores y las categorías previamente establecidas permitió entender la percepción del cliente, y de esta manera dar respuesta a los objetivos planteados. La herramienta utilizada para el presente estudio fue el CJM, que a partir del análisis del CE de los servicios de peluquería y estética de Bessó Salón durante el proceso de pre compra, compra y post compra, se pudo garantizar una alta probabilidad de que los clientes tengan una buena experiencia, la cual emerge a partir de que los clientes expresan que Bessó Salón es una peluquería que cambia la imagen de las personas.
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Sapian, A. S. "How to create a brand for 3 steps? Building successful sales funnels in business." Thesis, Київський національний університет технологій та дизайну, 2019. https://er.knutd.edu.ua/handle/123456789/14356.

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Huamani, Martinez Brenda Rosario, Cano Claudia Carlotto, and Aquise Laura Karelia Cabello. "Diseño del Customer Journey Map y Service Blueprint a partir de la construcción de arquetipos de clientes. Caso de estudio: Casa Andina Premium Miraflores durante el periodo 2019-2020." Bachelor's thesis, Pontificia Universidad Católica del Perú, 2021. http://hdl.handle.net/20.500.12404/19137.

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La presente investigación responde a la necesidad de profundizar en la disciplina del Customer Experience y la industria hotelera, en función a la experiencia del huésped, a través de la creación y el diseño de servicios centrados en las necesidades y preferencias de sus huéspedes; siendo un aporte a la gestión estratégica del Customer Experience en la industria que aún se encuentra en una etapa de inmersión y exploración. La aproximación de la investigación se realiza mediante el estudio de caso de la cadena hotelera Casa Andina, la cual planteó, en 2017, lograr el 95% de satisfacción de sus huéspedes en sus hoteles. El presente proyecto profesional se desarrolla en el descriptor de marca Casa Andina Premium Miraflores, por ser la unidad hotelera donde se prototipan las iniciativas que luego se despliegan en el resto de los hoteles, lo que la convierte en una de las unidades más importante para la gerencia. Para el logro del objetivo general y los objetivos específicos se realizaron varias investigaciones, que incluyen, por una parte, la percepción de los colaboradores sobre la experiencia de los huéspedes en el hotel. Por otra parte, se realizaron encuestas orientadas a conocer a los clientes desde las variables geográficas, demográficas, conductuales, psicográficas y en función a sus niveles de valoración de la experiencia vivida en el hotel, de las cuales se obtuvo 337 respuestas de la encuesta. El estudio fenomenológico tuvo como objetivo determinar las principales variables que más afectaban la experiencia de los huéspedes. Se trazó una ruta metodológica en la que, los resultados del análisis factorial exploratorio (AFE) y el análisis factorial confirmatorio (AFC) demostraron que existen tres dimensiones que engloban a las variables referentes a los servicios generales, atributos de la habitación y la expectativa de la marca; y que los potenciales clusters de huéspedes se han agrupado en función a estas dimensiones. Los análisis de investigación concluyen que Casa Andina Premium Miraflores posee cuatro arquetipos de huéspedes, Global Executives, Global Travellers, Veggies y Outlanders; los cuales deben ser considerados como una oportunidad estratégica para incrementar la fidelización a través de la personalización de servicios. Como resultado de esta investigación, se elaboraron las herramientas de Customer Experience, Customer Journey Map y Service Blueprint, en función a los cuatro arquetipos hallados como resultado de la ruta metodológica. De igual manera, se pudo identificar que los arquetipos hallados poseen características y patrones de comportamiento similares; sin embargo, también poseen intereses que difieren con los otros arquetipos, los cuales permitieron denominarlos. Finalmente, en base a los resultados de la investigación, se plantearon diversas recomendaciones relativas a mejorar la experiencia de los huéspedes en Casa Andina Premium Miraflores y que ellos se sientan como en casa.
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Kánská, Kateřina. "Inovace ve službách: Využití designu služeb v praxi." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-113825.

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The theoretical part is devoted to an explanation of the issue. Specifics of services are outlined as well as trends that will shape future services. A service design is presented as a main topic. Its aim is to find all customer-service "touchpoints", to discover a customer's journey through the service and, on the basis of these inputs, to innovate the service for the highest customer satisfaction and efficiency for a provider on the other hand. There are also presented arguments for the service design as well as methods how services can be improved -- "customer journey map", "personas", own experience with the service, "ethnographic research" and "webdesign". These methods are also used in a practical part. The practical use of the service design is shown on a business "Glasses home". Its focus is a sale of glasses through an e-shop bryle-domu.cz as well as through a patented self-service optician "Optiscont". Using the previously introduced methods, a survey for "Glasses home" is realised. The survey have two phases. The first phase is devoted to the testing of a service prototype, the second phase is devoted to the complex assessment of the service that has been innovated based on the first phase. The final part is devoted to interpretation of results. Based on the practical part, a "customer journey map" is compiled, including "personas" -- archetypes of service customers. The "reservoir of good will" is used to present the strengths and weaknesses of the service. Finally, recommendations for innovations are formulated. The main message is to simplify the website, to explain the "Optiscont" concept to customers at the point of sale and to focus on interconnecting all touchpoints.
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Wirebrand, Joacim. "Kommunikativt Designarbete : Kommunikation och Kunskapsöverföring vid Visualiseringsskapande." Thesis, Linköpings universitet, Institutionen för datavetenskap, 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-123634.

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Det finns ett flertal studier som på påvisar hur kommunicerande mellan designers, både experter och noviser, och hur de förhåller sig till visualiseringar Arvola & Artman, 2006; Segelström., 2009 & Tholander, Karlgen, Ramberg, & Sökjer, 2008). Det finns även studier som jämför designutförande mellan expertdesigners och designnoviser Ahmed, Wallace, & Blessing, 2003; Ball, Ormerod, & Morley, 2004; Ho, 2001 & Kavalki & Gero, 2002), men någon uttalad standard för designers beteende och kommunicerande vid visualsieringsskapande finns inte och i nya studier observeras hela tiden nya fenomen. Det finns även få studier som undersöker hur individer helt ovana vid design förhåller sig till visualiseringar och hur de kommunicerar kunskap mellan varandra vid visualiseringsskapande. Denna studie utfördes som en fallstudie på Migrationsverket i Norrköping. Syftet med arbetet var dels att utforska hur individer som är ovana vid designarbete kommunicerar kunskap mellan varandra vid skapandet av visualiseringar inom tjänstedesign. Studien syftade även till att undersöka hur individer ovana vid designarbete förhåller sig till visualiseringarna de skapar vid kommunicerade med resterande gruppmedlemmar. För att studera detta hölls två workshops där fyra individer som aldrig hade hört talas om tjänstedesign, två individer ifrån medborgarskapsenheten och två individer ifrån kundtjänst, tillsammans fick skapa customer jouney maps och service system maps. Workshoptillfällena spelades in med videokamera och det inspelade materialet användes för att analysera konversation och interaktion mellan deltagarna och deras förhållningssätt till visualiseringarna. Resultaten ifrån studien visar att deltagarna använde sig av två huvudsakliga metoder för att kommunicera kunskap. Aningen genom yttranden eller genom frågor och svar. Deltagarnas yttranden var korta och nämndes vid tillfällen i diskussioner där deltagare ansåg att de hade kunskap som kunde bidra till utvecklingen av visualiseringarna. Vid kommunicerande av kunskap genom frågor och svar var det vanligast att deltagare ifrån den ena enheten frågar deltagare ifrån den andra enheten hur de förhåller sig till de sökande och hur deras arbetsuppgifter ser ut. Resultaten visar även att deltagarna använde sig av visualiseringarna för att referera till händelser i tjänsteförloppet eller för att uppmärksamma resterande deltagare om felaktigheter som hade uppstått i visualiseringen. Deltagarna arbetade iterativt i sitt visualiseringsskapande och alla designbeslut kring utvecklingen av visualiseringarna fattades gemensamt. I studiens slutsatser påpekas visualiseringars kommunikativa förmågor inom designgrupper och hur deltagarna använder sig av visualiseringarna för att effektivt kommunicerande med varandra. Ytterligare påvisas effekten visualiseringar kan ha på strukturen för kommunicerande och informationsutbyte och att deltagarnas strävan efter att fatta gemensamma beslut ledde till att de utbildade varandra kring de ämnen och processer som visualiserades.
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Guimarães, Ana Margarida de Sousa Rocha. "Customer journey analysis - building a customer journey map based on consumer behaviour." Dissertação, 2020. https://hdl.handle.net/10216/133051.

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Guimarães, Ana Margarida de Sousa Rocha. "Customer journey analysis - building a customer journey map based on consumer behaviour." Master's thesis, 2020. https://hdl.handle.net/10216/133051.

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Lu, Yi-An, and 呂易安. "Evaluate the Connection Experience of Networking Device Using Customer Journey Map." Thesis, 2015. http://ndltd.ncl.edu.tw/handle/44hk3s.

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碩士
國立臺灣科技大學
設計研究所
103
Since the connectivity service is the key of IoT products, the services for smart home should put emphasis on the communication between devices and services. At the beginning of smart home, the home gateway, such as router and Network Attached Storage (NAS), would be the core for most networking scenarios. Hence, this paper chooses networking devices to study connection experience in connected home, through user experience research and customer journey map. There are two research objectives. Firstly, identifying the connectivity of the web configuration system of existing router. Even though the router are equipped with corresponding functions, once it lacks of hint, guidance and scenario brief, the user won’t regard it as a good service solution. The connection experience has a close relationship with the overall service experience for networking devices. Build upon this insight, the second objective is to suggest deign guideline for photo service of NAS, based on the connection gap in customer journey and target users’ need. So far, the photo platform of Synology NAS and Apple iCloud can help gathering families’ photo works, and stream photos to display devices. However, the two services cannot help family users co-create their own memory story, because of the insufficient narration. On the other hand, the photo narration can bridge the key stages in memory journey, which are capture, document, and retrospective. To enhance the connection experience of photo service in NAS, this study suggests three design goal, planning narration flow, set ting multi-device retrospect scene, and encouraging the interaction between families. There are several good points to apply customer journey map to analyze the connection experience of networking devices. Help the stakeholders to focus on the service experience, not the product appearance. The structured visual form of journey can present the correlation between the numerous service elements. When comparing competitors’ services, those detailed correlation can help viewers identify the strength and weakness, and then spot the opportunity in the market.
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Chou, Yun-Yi, and 周韻儀. "Full Service Process Design of Customer O2O Journey Map for Omni-Channel." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/32c44c.

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碩士
國立臺中科技大學
流通管理系碩士班
106
Recently the rapid development of mobile device and mobile internet is affecting channel operational environment and consumer’s life. Consumer could receive personal purchase experience through any devices and channel at anytime or anywhere. The omni-channel, as an emerging trend in retail. The diversification of channel on the highly competitive, Omni-channel how to break through the industry is a major issue. This study was conducted to explore Customer Journey Mapping in Omni-Channel, can appreciate customers’ needs, feelings and thoughts from customers’ perspectives more effectively. The method of this study use the case study to develop the Customer Journey Mapping structure. By gathering literature review this study sums up the proposed framework into Customer Journey Mapping, six journey stages and eight key components in application. The journey stages of generate motivation, search information, evaluation and trial, purchase process, sharing experience, postpurchase interaction. The key components of goal, action, touchpoint, emotion, thought, pain-point, satisfaction, service innovation. In-depth interviews with 20 consumer of skincare products. The results shows touch points with consumers, consumer could receive diverse services online channel, offline channel or even social media, these multiple channel formats in different purchasing phases, which customers can shop and experience across channels, anywhere and at any time. However, customers’ services quality are still not yet satisfied. In addition, this research provides full service process design of Omni-Channel for enterprise, and could be referred in the field of service marketing strategy.
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Books on the topic "Customer Journey Map"

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Wandering minstral: One man on an incredible journey. Raleigh, NC: Jarrett Press, 2001.

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Rouman, James. Uncertain journey. Portsmouth, N.H: Peter Randall Publisher, 2011.

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Mechenbier, Jane Rodgers. "Dearest Mae...": A journey of love and family : a memoir. Los Ranchos, New Mexico: Nuevo Books, 2015.

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Pascal, Hélène. Two's company: Love again : a woman's journey. London: Tivoli, 2011.

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Weiler, Amélie. Journal d'une jeune fille mal dans son siècle: 1840-1859. Strasbourg: La Nuée bleue, 1994.

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The perilous journey of the not-so-innocuous girl. Place of publication not identified]: Month9Books, 2014.

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Carrasco, Davíd. Cave, city, and eagle's nest: An interpretive journey through the Mapa de Cuauhtinchan no. 2. Albuquerque: University of New Mexico Press, 2007.

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Shimizu, Kazuyoshi. Jitensha ni noru Sōseki hyakunen mae no Rondon. Tōkyō: Asahi Shinbunsha, 2001.

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No ordinary man: William Anderson's Edinburgh journal 1903-1906, with a Canadian epilogue. Edinburgh: City of Edinburgh District Council, Recreation Department, Libraries Division, 1986.

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Conly, Arlyn. Never trust a white man: I am Makah, son of Whaling Nation : a journal. Gig Harbor, WA: Red Apple Pub., 1998.

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Book chapters on the topic "Customer Journey Map"

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Addis, Michela. "The customer journey and its map." In Engaging Brands, 81–118. New York : Routledge, 2020.: Routledge, 2020. http://dx.doi.org/10.4324/9780429504266-4.

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Bascur, Camila, Cristian Rusu, and Daniela Quiñones. "User as Customer: Touchpoints and Journey Map." In Human Systems Engineering and Design, 117–22. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-030-02053-8_19.

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Yoo, Jaeyeon, and Younghwan Pan. "Expanded Customer Journey Map: Interaction Mapping Framework Based on Scenario." In HCI International 2014 - Posters’ Extended Abstracts, 550–55. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-07854-0_96.

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Moquillaza, Arturo, Fiorella Falconi, Joel Aguirre, and Freddy Paz. "Using Verbatims as a Basis for Building a Customer Journey Map: A Case Study." In Communications in Computer and Information Science, 44–50. Cham: Springer International Publishing, 2021. http://dx.doi.org/10.1007/978-3-030-90176-9_7.

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Lee, Jin Ho, Min Ji Kim, and Sung Woo Kim. "A Study Customer Journey Map for User Experience Analysis of Information and Communications Technology Service." In Design, User Experience, and Usability: Users and Interactions, 66–74. Cham: Springer International Publishing, 2015. http://dx.doi.org/10.1007/978-3-319-20898-5_7.

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Bernard, Gaël, and Periklis Andritsos. "CJM-ab: Abstracting Customer Journey Maps Using Process Mining." In Lecture Notes in Business Information Processing, 49–56. Cham: Springer International Publishing, 2018. http://dx.doi.org/10.1007/978-3-319-92901-9_5.

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Tholath, Deepa Ittimani, and Fr Casimirraj S.J. "Customer Journey Maps for Demographic Online Customer Profiles." In Mobile Commerce, 1214–29. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-2599-8.ch057.

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In the digital landscape where the customer is defining and reveling in his choices each marketer should look at how best to cater to a specific customer so that both sides walks away smiling. In order to do this most product and service companies are currently drawing up their typical customer profiles and takes it to a higher level by giving the customer profile indicative of a particular segment a specific persona. Personas help marketers to think like the character and draw out the reactions of that person to the changes brought by the company. Companies also plot the typical journey of these indicative personas to identify the touch points so as to improve the total experience by information available at these points. The objective of this study is to draw up different personas who engage in online purchasing methods. Further segmentation is targeted using the demographic variables to arrive at different personas depicting the typical generation of online consumers. It also aims at defining the particular features of these outlined personas. In continuation of this process a consumer journey map for each of these personas would be drawn highlighting the touch points or the points of influence which influences their final decision making.
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Appelo, Jurgen. "22 Herzensreise: Beschreiben Sie die optimale Customer Journey und User Experience mittels einer Journey Map und erkennen Sie die Moments of Truth." In kreativ Denken, beherzt Machen, erfolgreich Skalieren, 187–94. Verlag Franz Vahlen GmbH, 2020. http://dx.doi.org/10.15358/9783800661602-187.

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Rahim, M. F. A., J. W. Ong, N. M. Yatim, H. A. Yanan, and M. N. M. Nizat. "Customer journey maps of Muslim young agropreneurs." In Understanding Digital Industry, 354–57. Routledge, 2020. http://dx.doi.org/10.1201/9780367814557-84.

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Schultz, Carsten D., and Andreas Dellnitz. "Attribution Modeling in Online Advertising." In Multi-Platform Advertising Strategies in the Global Marketplace, 226–49. IGI Global, 2018. http://dx.doi.org/10.4018/978-1-5225-3114-2.ch009.

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In correspondence with the increased use of the information and communication technology, companies have adopted various measures of online advertising and have continuously increased the online advertising spending. The technology enables companies to monitor and steer their advertising activities and generally allows to register all (online) touchpoints of a prospect with a company, the so-called customer journey. As one prospect may have multiple contacts with a brand, advertisers have to analyze how different touchpoints contribute to the advertising success. Advertisers may use a variety of heuristic and analytic attribution models. This chapter presents and discusses the most relevant attribution models – heuristic and analytic variants. Heuristic attribution models are simple rule-based approaches, whereas analytic attribution models infer the impact of different marketing channels across customer journeys and calculate the probability of a successful customer journey. Then, some business implications and potential pitfalls of attribution models are discussed.
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Conference papers on the topic "Customer Journey Map"

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Lee, Hyunwoo, Ayoung Cho, Jaewon Jung, Rayoung Park, and Mincheol Whang. "Customer Journey Map System based on Lifelogging." In HCI Korea 2016. The HCI Society of Korea, 2016. http://dx.doi.org/10.17210/hcik.2016.01.266.

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"Applying Customer Journey Map for Categorizing ERP Functions to Improve Customer Satisfaction." In 2017 the 7th International Workshop on Computer Science and Engineering. WCSE, 2017. http://dx.doi.org/10.18178/wcse.2017.06.091.

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Liu, Wen-Hsing, and Zun-Hwa Chiang. "Information visualization- in regarding to customer journey map in a three-dimensions format." In 2018 1st IEEE International Conference on Knowledge Innovation and Invention (ICKII). IEEE, 2018. http://dx.doi.org/10.1109/ickii.2018.8569133.

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Pitarque, Albert, and Montserrat Guillen. "An algorithm to fit conditional tail expectation regression models for vehicle excess speed in driving data." In CARMA 2020 - 3rd International Conference on Advanced Research Methods and Analytics. Valencia: Universitat Politècnica de València, 2020. http://dx.doi.org/10.4995/carma2020.2020.11512.

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Marketers are faced with the daunting challenge of identifying insights anddelivering the right combination of online and offline tactics to engageconsumers at various stages along the consumer journey. In this paper, weinvestigate the effects of retargeting in a multichannel environment. Using athree-stage modeling approach, we find retargeting is an effective advertisingactivity to influence purchase incidence, but only when combined with otherspecific marketing activities. While catalogs and emails have positivesynergies with retargeting, website visits and retargeting have a negativesynergy on a consumer’s decision to make a purchase. One possibleexplanation to the negative synergistic effect is that consumers may findretargeting obtrusive when browsing online, whereas it may serve as awelcome reminder when, combined with emails or catalogs. Rather thannudging consumers along the consumer journey some combinations ofadvertising activities may actually deter customers from engaging with a firm.
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Parvin, Steve. "Success Factors of an Enterprise-Wide Digital Twin Strategy." In Abu Dhabi International Petroleum Exhibition & Conference. SPE, 2021. http://dx.doi.org/10.2118/207248-ms.

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Abstract While many companies have embarked on their digital transformation journeys implementing different forms of "Digital Twins" to cover specific business processes and challenges, their main challenge has been integrating these disparate Digital Twin projects into one single combined view to create significant new value and competitive advantage for the business. To be effective, the Digital Twin needs to be capable of supporting the entire asset lifecycle from the early phases of a capital project to operations and maintenance up to asset retirement, leveraging the same data in a platform able to support the end-to-end process. This paper looks at several approaches, which large owner operators at different levels of organizational information management maturity have used to build their Enterprise Scale Digital Twin strategies. It uses the lessons learned to highlight the successes and failures of these strategies and recommended approaches going forward. The results observed, identify that whilst there is a reasonably standard roadmap for approaching the development of Digital Twins most customers begin at different points along that journey. It also highlights that the end goal may not be the same across an Enterprise and that by taking the development of a Digital Twin as a series of incremental steps, independent of the starting point, serves to accelerate the journey by driving an increase in the organizational maturity in terms of People, Process and Technology and an improvement in data quality. One of the key components in any strategy was the ability to manage the information standard for the Digital Twin at an Enterprise level, for both greenfield and brownfield organizations and assets. The paper concludes the benefits of technical and commercial scalability and the requirements to get a solid manageable and trustworthy core of information should be at the heart of any Enterprise-wide Digital Twin strategy. This is contrary to the common approach of building a single detailed Proof of Concept (PoC) addressing as many use cases as possible and then templatizing that as an approach to repeat around the Enterprise, which often leads to failure on additional deployments where the maturity and challenges are different.
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Söderberg, Rikard. "Optimal Tolerance Band and Manufacturing Target for Monotonic Loss Functions With Functional Limits." In ASME 1995 Design Engineering Technical Conferences collocated with the ASME 1995 15th International Computers in Engineering Conference and the ASME 1995 9th Annual Engineering Database Symposium. American Society of Mechanical Engineers, 1995. http://dx.doi.org/10.1115/detc1995-0046.

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Abstract Individual tolerances in a tolerance chain are often constrained by the tolerance of a critical dimension. This tolerance is often based on functional considerations with some economical constraints. For the customer, this may not be the optimal solution. This paper presents a method for tolerance allocation, based on trade-off analysis between manufacturing cost and quality loss. By considering both the economical loss due to poor quality and the manufacturing cost, it is possible to determine the combination of manufacturing target and tolerance band that minimizes the worst case total cost for the customer. This paper concentrates on critical dimensions, where the quality aspect studied can be described by a monotonic loss function with a functional limit. An example of a radial journal bearing is used to describe the method.
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Kalapurackal, Robins M., and Shun Takai. "Sensitivity of Relative Worth in QFD Matrices to Rating Scales and Worth Calculation Schemes: An Empirical Study." In ASME 2007 International Mechanical Engineering Congress and Exposition. ASMEDC, 2007. http://dx.doi.org/10.1115/imece2007-42423.

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In the past several decades, Quality Function Deployment (QFD) has gained its popularity among engineers as a tool to relate (map) customer requirements (inputs) to system requirements or system components (outputs), and to calculate relative worth of these requirements and components. The benefits of QFD in system development include cost reduction, fewer design changes after the start of production, and improved communication among engineers. Despite the observed benefits, the needs for QFD research have been addressed by researchers. These research needs include decision-making process in QFD, rating scales used in QFD matrices, and calculation schemes for calculating the worth of outputs (e.g., system requirements) from the importance of inputs (e.g., customer requirements). The purpose of this paper is to empirically study sensitivity of the relative worth and rank of outputs in QFD matrices to rating scales and worth calculation schemes. We collected QFD matrices from journal articles and textbooks; then calculated the changes of relative worth and the rank of outputs when one type of rating scale and/or worth calculation scheme was changed to the other. The results suggest that the relative worth and rank of outputs are relatively insensitive to rating scales and worth calculation schemes in the QFD matrices studied in this paper.
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Kirk, R. Gordon, Brian Mondschein, Ali A. Alsaeed, Daniel Gallimore, Andy Frank, Jakob Crouch, Matt Tiller, Tu Vo, Kyle Thrush, and Robert Lloyd. "Influence of Turbocharger Bearing Design on Observed Linear and Nonlinear Vibration." In STLE/ASME 2010 International Joint Tribology Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/ijtc2010-41021.

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Automotive turbochargers are known to have operation into the self-excited unstable vibration region. In the past these instabilities have been accepted as unavoidable, but recent developments in analysis and instrumentation may make it possible to reduce or eliminate them. A test stand has been developed at Virginia Tech to measure the vibrations of a 3.9 liter diesel engine stock turbocharger with both stock floating bushing journal bearings and also custom design fixed geometry bearings. Vibration spectrum content clearly identifies the shaft instabilities and provides the basis for additional evaluation of current and future improved bearing design modifications. The current results, for a series of custom fixed geometry journal bearings, show a shift in the frequencies of the two unstable modes for the no load operating condition. These results can be compared to the linear analysis predicted instability frequencies to better understand the actual response of the high speed turbocharger. This paper documents the spectrum content for three different bearing designs and compares the results to a stock floating bush journal bearing result for the same no load operating condition.
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Bouhnik, Dan, Yahel Giat, and Issachar Zarruk. "The Informing Needs of Procurement Officers in Israel." In InSITE 2017: Informing Science + IT Education Conferences: Vietnam. Informing Science Institute, 2017. http://dx.doi.org/10.28945/3686.

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Aim/Purpose: [This Proceedings paper was revised and published in Informing Science: the International Journal of an Emerging Transdiscipline (InfoSci)] To develop and introduce a questionnaire that investigates the informing needs, information-seeking behavior, and supplier selection of procurement officers in Israel. The questionnaire’s internal consistency reliability is given. Additionally, we describe the demographic description of the procurement officers in Israel. Background: Procurement science is an important field that affects firms’ profits in the private sector and is significant to growth, innovation, sustainability, and welfare in the public sector. There is little research about the informing needs of procurement officers in general and particularly in Israel. Methodology: A quantitative questionnaire that is sent to all the procurement officers in Israel’s purchasing and logistics managers association. Contribution: The questionnaire that is developed in this paper may be used by other researchers and practitioners to evaluate the informing needs of procurement officers. Findings: The typical procurement officer is male, with a bachelor degree and is digitally proficient. Recommendations for Practitioners: The procuring side can use the questionnaire to develop better tools for obtaining information efficiently. The supplying side can use this knowledge to improve its exposure to potential customers and address its customer’s needs better. Recommendation for Researchers: The questionnaire can address theoretical questions such as how digital literacy affects the procurement process and provide empirical findings about active research areas such as supplier selection and information-seeking behavior. Future Research: Future research will examine the relationship between the various variables and demographic features to understand why specific informing needs and information-seeking behaviors arise.
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Williams, Dean S. "A Simple Approach to LEAN in the Laboratory?" In NCSL International Workshop & Symposium. NCSL International, 2013. http://dx.doi.org/10.51843/wsproceedings.2013.28.

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Whether a commercial calibration laboratory or an in-house corporate laboratory, and whether we like it or not, the realities of today's economy demand we embrace continuous improvement efforts. But how do you go about it? Where do you start? And where do you find the time, resources, budget and most importantly the corporate backing to undertake a comprehensive process improvement program? The author describes his Lab's journey through the continuous process improvement maze, why LEAN became the next logical step for the Duke Energy Lab, and why you don't need to have a black belt in LEAN-SIX SIGMA to get started. The author provides a simple primer on the background and principles of LEAN. The seemingly complex collection of Japanese words and ideas will be demystified and the difference between words like Muda, Mura, and Muri, or Kanban, Kaizen, and Kaikaku will be explained in plain English. Value Stream Mapping and how it can help you spot areas for improvement will be described, and why the concept of Pull is so important to reducing inventory and turn-times. The author then details a few of the specific LEAN initiatives that were designed and implemented at the Duke Energy Standards Lab, showing how these initiatives reduced waste, improved effectiveness of the overall operation, and provided the customer with a higher level of service with no additional man-power resources and little out of pocket costs. Finally the author provides some resources and helpful hints for implementing LEAN in a simple and effective way.
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