... Customer journey Direct-to-customer strategies Customer touchpoints Dealers Indirect sales strategies To differentiate the total offerings in increasingly competitive markets, product companies are extending their traditional product and service offerings with digital offerings. These digital...

... how to configure a set of activities, behaviors and touchpoints–a journey–that allows you to serve that customer well. Brian Leavy can be contacted at: brian.leavy@dcu.ie © Emerald Publishing Limited 2017 Emerald Publishing Limited Licensed re-use rights only Customer journey...

... – A number of major financial services firms are using “customer journeys” through the tangle of websites, call centers, tellers and other branch personnel to better understand the paths that customers follow through the organization, and how those paths affect attrition or the purchase of particular...

... – To understand what customer journeys are being taken by customers, the model groups loyalty behaviors into four general archetypes: emotional loyalty, inertia-based loyalty, conditional loyalty and true deal chasing. Originality/value – The article proposes that marketing departments act...

...David W. Norton; B. Joseph Pine, II Purpose The article describes how to strategically analyze and stage manage the customer journey – the sequence of events that customers go through to learn about, purchase and interact with company offerings. Design/methodology/approach...