a short introduction to customer journey mapping
TRANSCRIPT
London Oslo Rotterdam São Paulowww.liveworkstudio.com London Oslo Rotterdam São Paulowww.liveworkstudio.com London Oslo Rotterdam São Paulo
customer journey mappingputting the customer at the heart of innovation
Erik Roscam abbing & Sanne Pelgröm
bouwkennis business club 16 februari 2017
1. about us and about
livework
2. what is customer journey mapping?
Livework © 2016
customer journey mapping is the
process of capturing a person’s
experience of a product or service over
time.
WHAT IS CUSTOMER JOURNEY MAPPING?
Livework © 2016
customer journey mapping is the
process of capturing a person’s
experience of a product or service over
time.
WHAT IS CUSTOMER JOURNEY MAPPING?
THIS CAN BE A USER, OR A CONSUMER, OR A CUSTOMER OR A HUMAN
Livework © 2016
customer journey mapping is the
process of capturing a person’s
experience of a product or service over
time.
WHAT IS CUSTOMER JOURNEY MAPPING?
IT’S A MAP, NOT AN EXCEL SHEET ;-)
customer journey mapping
Livework © 2016
customer journey mapping is the
process of capturing a person’s
experience of a product or service over
time.
WHAT IS CUSTOMER JOURNEY MAPPING?
IT’S AN ACTIVITY, NOT A DELIVERABLE
customer journey mapping is the
process
Livework © 2016
customer journey mapping is the
process of capturing a person’s
experience of a product or service
over time.
WHAT IS CUSTOMER JOURNEY MAPPING?
THE STEPS IN TIME + THE EMOTIONS, MOTIVATIONS, BARRIERS ETC
Livework © 2016
customer journey mapping is the
process of capturing a person’s
experience of a product or service
over time.
WHAT IS CUSTOMER JOURNEY MAPPING?
IT CAN LITERALLY BE ANYTHING!
3. why is it important?
Livework © 2016
WHY IS IT IMPORTANT?
Livework © 2016Livework © 2016
WHY IS IT IMPORTANT?
putting customers at the heart of
your business- not your products
4. and why now?
1. customer centricity
https://www.liveworkstudio.com/monthly-magazines/five-valuable-benefits-of-customer-centricity/
2. servitization
https://assets.liveworkstudio.com/app/assets/servitization-part-i.pdf
5. the three core principles
of customer journey mapping
1. deep qualitative insight research
1. deep qualitative insight research
1. deep qualitative insight research
2. the right abstraction level
person
consumer
customer
user
3. design the ideal
3. design the ideal
When planning a trip there are many factors to consider and many mobility options to choose from. The decision to rent a car can be an output of this process but it’s never an input.
In the planning stage, people want to imagine a seamless journey.
But practicalities like budget calculations and lack of overview of different mobility options make it hard to uphold this dream.
“I think of what is the best mobility plan; flight, train, car, car rental combinations...”
“I look for a car with enough space to pick up clients from the airport.”
“I can listen to my music, I can shout.It is a kind of freedom I am willing to pay for.”
“When it is dark, they can’t see the scratches we made. So how do they know it’s us who made them?”
“I thought I bought a service where I didn’t have to fuel the car. But on the invoice I was charged for fuel anyway. I don’t get it.”
“I wish I could just drop the car off at the departure hall. Now I still have to hurry from the rental place to the airport to catch my plane”.
“I feel relieved, I am not responsible forthe people and the car anymore.”
“I like car renting because it gives me liberty at the beginning and as well at the end.”
“I first go home to clean the car, before I bring it back.”
“It’s always a bit confusing to me: I bring back the car, do I just park it somewhere, or is someone coming to check it? And then when they’ve checked it, how do I know it’s allright?”
“The one thing I hate is when you have to look for a gas station on your way to the airport. And you are already in a hurry to catch your plane. But when you don’t fill the car up you will be charged like crazy. It’s not a relaxed ending of the holiday.”
“The kids open the windows and are showing off.”
“I am always worried something went wrong with the reservation.”
“I am very accurate I write down every scratch on the car, because you never know if they will charge you.”
“I have just one thing on my mind: I want to have those keys in my hand!”
“I chose an Audi A3. But I got a Golf. Now call me picky but those are not the same cars in my opinion”
“I always get the impression that nothing is set ready for my pick up.”
“Often we waste a lot of time at this stage.”
“When I booked online, I already chose the right insurance. So when the guy started selling me
more insurance it made me feel like I had made some mistake”
“ I was a little bit afraid in the beginning,because I never drove such a car before.”
“I love renting different vehicles, this way I can ‘test’ drive the car before I might buy my own.”
“I usually rent for 7days, so I can use it privately in the weekend.”
“We even took a picture of the camping car we rented. We
never do that!”
“The smell of the new car is so nice”
“I’m happy to drive.....I love it!! It is more cpmfortable than driving my own car”
“When I rent a car it is MY car for that amount of time.”
“Car renting is fun because you can rent
different cars each time.”
“The most important moment in the booking process was the confirmation that there is a car available for the period I needed.“
“Sometimes I book it for 1 or 2 days extra...just to do other things. Picking up my friends from the airport or to carry stuff.”
“I was a bit insecure; a reservation is not the booking. I was afraid
that the car might not be available anymore,
when I arrive at the station.”
When starting my search I have the
following criteria in mind:
proximity of the station
“I just googled for car rental airport Milan. I chose Europcar, also because there is a station nearby my home so I could approach them for some extra info if necessary.”
“It is nice to think about holidays.”
“Renting a car is not as fast as using your own.”
“I want to be flexible in my vacation, and I don’t want to rely on anybody,
so I need a rental car.”
“My aim is to reach the destination fast, and being able to get around there, that’s
why I choose for a rental car this time.”
“We wanted to be independent, in our vacation and easily go from A to B.”
People have a wide range of criteria to guide them in their search for a rental car. Some look for a specific car, some for closeness, some for a specific brand.
In the search stage, people want to use their criteria to make a short list of options.
But in their actual search they have to defer from their criteria and take unexpected decisions.
When people have found the car, price, period, location and conditions that match their needs, they want to be sure that when they book, all is good.
In the booking stage, people want to feel secure that the car they booked will be there for them.
But lack of confirmation and previous negative experiences make them worry about the success of their booking.
Picking up the car is a stressful activity: (1) people are under pressure (luggage, travel schedule), (2) people are waiting for the paperwork, (3) people feel like suspects when they check the car for scratches.
In the picking up stage all people really want is to hit the road.
But the logistics at the agency slow them down. This make them feel uneasy and oppressed.
Ultimately, this stage is all that matters to people. They enjoy the feeling of freedom, being in charge and being in control. For a short period of time, the car really belongs to them.
In the travelling stage people want to feel free, mobile, relaxed and focussed on their goal. They want to feel proud of themselves or their car and they want to enjoy it as much as possible.
But responsibility for the car’s conditions, getting used to the car’s operation, and anticipation of the hassle of handing in, may hamper their good spirits towards the end of the trip.
Returning the car, again, is a stressful event. Worries about fuel level, cleaning, timing, being accused of scratches, luggage logistics and mileage are clouding the otherwise nice travel experience.
In the returning stage, people want to feel secure that everything is in order and that they can get on with their trip, or go home with a satisfied feeling.
But people don’t get on-the-spot confirmation that everything is okay which leaves them worried and slightly unsatisfied.
The post-rental experience is characterized by a slight uncertainty about whether everything is okay. This uncertainty remains until the bank statement arrives. Also, the gained experience gets lost so people anticipate the same learning curve when renting again.
In the afterglow stage people want to feel good about their experience and be sure that they are better prepared for a next rental occasion.
But uncertainty about the final costs is dominant in the early afterglow. Also, the discrepancy between the total rental experience and the actual renting activities, diffuse the afterglow and hamper loyalty.
PLANNING BOOKING PICKING UP TRAVELLING RETURNING CAR AFTERGLOWSEARCHINGCustomer stages
Europcar users
Description
Job
Barriers
Experience
Car rental customer experience journey Emotion graph
Level of user emotionLevel of user control
When planning a trip there are many factors to consider and many mobility options to choose from. The decision to rent a car can be an output of this process but it’s never an input.
In the planning stage, people want to imagine a seamless journey.
But practicalities like budget calculations and lack of overview of different mobility options make it hard to uphold this dream.
“I think of what is the best mobility plan; flight, train, car, car rental combinations...”
“I look for a car with enough space to pick up clients from the airport.”
“I can listen to my music, I can shout.It is a kind of freedom I am willing to pay for.”
“When it is dark, they can’t see the scratches we made. So how do they know it’s us who made them?”
“I thought I bought a service where I didn’t have to fuel the car. But on the invoice I was charged for fuel anyway. I don’t get it.”
“I wish I could just drop the car off at the departure hall. Now I still ff at the departure hall. Now I still ffhave to hurry from the rental place to the airport to catch my plane”.
“I feel relieved, I am not responsible forthe people and the car anymore.”
“I like car renting because it gives me liberty at the beginning and as well at the end.”
“I first go home to clean the car, before I bring it back.”
“It’s always a bit confusing to me: I bring back the car, do I just park it somewhere, or is someone coming to check it? And then when they’ve checked it, how do I know it’s allright?”
“The one thing I hate is when you have to look for a gas station on your way to the airport. And you are already in a hurry to catch your plane. But when you don’t fill the car up you will be charged like crazy. It’s not a relaxed ending of the holiday.”
“The kids open the windows and are showing off.” ff.” ff
“I am always worried something went wrong with the reservation.”
“I am very accurate I write down every scratch on the car, because you never know if they will charge you.”
“I have just one thing on my mind: I want to have those keys in my hand!”
“I chose an Audi A3. But I got a Golf. Now call me picky but those are not the same cars in my opinion”
“I always get the impression that nothing is set ready for my pick up.”
“Often we waste a lot of time at this stage.”
“When I booked online, I already chose the right insurance. So when the guy started selling me
more insurance it made me feel like I had made some mistake”
“ I was a little bit afraid in the beginning,because I never drove such a car before.”
“I love renting different vehicles, this way I can ‘test’ fferent vehicles, this way I can ‘test’ ffdrive the car before I might buy my own.”
“I usually rent for 7days, so I can use it privately in the weekend.”
“We even took a picture of the camping car we rented. We
never do that!”
“The smell of the new car is so nice”
“I’m happy to drive.....I love it!! It is more cpmfortable than driving my own car”
“When I rent a car it is MY car for that amount of time.”
“Car renting is fun because you can rent
different cars each fferent cars each fftime.”
“The most important moment in the booking process was the confirmation that there is a car available for the period I needed.“
“Sometimes I book it for 1 or 2 days extra...just to do other things. Picking up my friends from the airport or to carry stuff.”ff.”ff
“I was a bit insecure; a reservation is not the booking. I was afraid
that the car might not be available anymore,
when I arrive at the station.”
When starting my search I have the
following criteria in mind:
proximity of the station
“I just googled for car rental airport Milan. I chose Europcar, also because there is a station nearby my home so I could approach them for some extra info if necessary.”
“It is nice to think about holidays.”
“Renting a car is not as fast as using your own.”
“I want to be flexible in my vacation, and I don’t want to rely on anybody,
so I need a rental car.”
“My aim is to reach the destination fast, and being able to get around there, that’s
why I choose for a rental car this time.”
“We wanted to be independent, in our vacation and easily go from A to B.”
People have a wide range of criteria to guide them in their search for a rental car. Some look for a specific car, some for closeness, some for a specific brand.
In the search stage, people want to use their criteria to make a short list of options.
But in their actual search they have to defer from their criteria and take unexpected decisions.
When people have found the car, price, period, location and conditions that match their needs, they want to be sure that when they book, all is good.
In the booking stage, people want to feel secure that the car they booked will be there for them.
But lack of confirmation and previous negative experiences make them worry about the success of their booking.
Picking up the car is a stressful activity: (1) people are under pressure (luggage, travel schedule), (2) people are waiting for the paperwork, (3) people feel like suspects when they check the car for scratches.
In the picking up stage all people really want is to hit the road.
But the logistics at the agency slow them down. This make them feel uneasy and oppressed.
Ultimately, this stage is all that matters to people. They enjoy the feeling of freedom, being in charge and being in control. For a short period of time, the car really belongs to them.
In the travelling stage people want to feel free, mobile, relaxed and focussed on their goal. They want to feel proud of themselves or their car and they want to enjoy it as much as possible.
But responsibility for the car’s conditions, getting used to the car’s operation, and anticipation of the hassle of handing in, may hamper their good spirits towards the end of the trip.
Returning the car, again, is a stressful event. Worries about fuel level, cleaning, timing, being accused of scratches, luggage logistics and mileage are clouding the otherwise nice travel experience.
In the returning stage, people want to feel secure that everything is in order and that they can get on with their trip, or go home with a satisfied feeling.
But people don’t get on-the-spot confirmation that everything is okay which leaves them worried and slightly unsatisfied.
The post-rental experience is characterized by a slight uncertainty about whether everything is okay. This uncertainty remains until the bank statement arrives. Also, the gained experience gets lost so people anticipate the same learning curve when renting again.
In the afterglow stage people want to feel good about their experience and be sure that they are better prepared for a next rental occasion.
But uncertainty about the final costs is dominant in the early afterglow. Also, the discrepancy between the total rental experience and the actual renting activities, diffuse the afterglow and hamper loyalty.
PLANNINGPLANNING BOOKING PICKING UP TRAVELLING RETURNING CAR AFTERGLOWSEARCHING AFTERGLOWCustomer stages
Europcar users
Description
Job
Barriers
Experience
Car rental customer experience journey Emotion graph
Level of user emotionLevel of user control
3. design the ideal
6. the process steps
#4
EEN BEHOUDEN VAART
#2
EEN VLIEGENDE START
GEPASTE FINANCIERING
#3
CUSTOMER JOURNEY KLANT WORDEN
KvK registratie +verzoek tot contact
1 a 2 maanden verder
1 a 3 jaar verder
IN BEELD ALS ONDERNEMERSBANK
#1
oriÎnt atie klant worden ondernemen
financiering regelen
#4
EEN BEHOUDEN VAART
#2
EEN VLIEGENDE START
GEPASTE FINANCIERING
#3
CUSTOMER JOURNEY KLANT WORDEN
KvK registratie +verzoek tot contactverzoek tot contact
1 a 2 maanden verder
1 a 3 jaar verder
IN BEELD ALS ONDERNEMERSBANK
#1
oriÎnt atie klant worden ondernemen
financiering regelen
1. define the stages: before - during -after
1. orientation 2. search 3. view and compare 4. contact seller 6. use5. transaction
the user’s goal?
mobile opportunities?
barriersin use?
success looks like?
the user’s goal?
mobileopportunities?
barriers in use?
success looks like?
The no-nonsense pragmatistbuyer journey
1. orientation 2. search 3. view and compare 4. contact seller 6. use5. transaction
the user’s goal?
mobile opportunities?opportunities?
barriersin use?
success looks like?looks like?
the user’s goal?
mobileopportunities?
barriers in use?
success looks like?looks like?
The no-nonsense pragmatistThe no-nonsense pragmatistThe no-nonsense pragmatistbuyer journey
2. discover outcomes: goals and motivations
functional - emotional - social
VOLLEDIG ONTZORGD WORDEN
De klant wil dat zijn zorgen over het onderhoud van de keuken uit handen genomen worden en er geen omkijken
meer naar hebben.
IN EEN FLEXIBEL LEVEN BIJGESTAAN
WORDEN
De moderne stedeling (city nomad) wil zich flexibel en vrij voelen. Door vastigheid en
maatwerk los te laten, krijgt de klant de ruimte en tijd zijn leven zelf in te
richten.
SAMEN HET BESTE VOOR MIJ ONTDEKKEN
Deskundigheid en vertrouwen zijn essentiele aspecten. De klant wil een persoonlijke relatie
met een medewerker die meedenkt in jouw belang.
EEN DUIDELIJK OVERZICHT KRIJGEN
Transparantie biedt zekerheid en ontzorging. De klant wil duidelijkheid en overzicht, zowel
over het aanbod als over de prijs. De online prijs is de winkelprijs.
NAADLOZE SYNCHRONISATIE
ERVAREN
Met een enkele keuze je volledige keuken klaar hebben, bevrijd de klant van
aanvullende zorgen. Alle elementen op elkaar ingespeeld.
EEN KEUKEN DIE MET MIJ DOORGROEIT
Met wensen van klant veranderen in de loop der jaren en de klant zou willen dat
zijn keuken meegroeit, zich aanpast en zich uitbreidt.
MIJN KEUKEN CONCREET INBEELDEN
De klant wil de keuken in zijn eigen omgeving kunnen inbeelden, en begrijpen wat
het concreet voor hem zal betekenen.
DE KEUKEN ECHT ERVAREN
De klant wil zich levendig kunnen inbeelden hoe het gebruik zal zijn. Doot te zien,
aanraken en de producten in een reele context te ervaren, raakt het de klant
meer en gaat het leven.
AANKOOPWe gaan dit
doen!
INSPIRATIE
Wat zou ik willen?
ORIENTATIE
Wat is er dan?
AANLEIDING
Moesten we niet eens...
INSTALLATIE
Hoe gaat het er komen?
GEBRUIK
Wat kan ik ermee?
ONDERHOUD
Hoe blijft het goed?
UITBREIDING
Ik ben toe aan meer!CUSTOMER JOURNEYSTEPS
KEUKEN VAN DE TOEKOMST: CUSTOMER DECISION JOURNEY & INITIAL CONCEPT PROPOSAL
STRATEGISCHE BELEVENISTHEMAí S
INSPIRATIEVOOR CONCEPT-ONTWIKKELING
HUIDIGEERVARINGEN
Home showrooms of experience stores, op bezoek bij gebruikers
thuis, voelen en ervaren
ì Mijn keuken wordt met de jaren minder, maar ik moet er nog jaren mee doen. Het wordt nooit meer zo mooi als
het was.î
ì Zoí n showroom bezoeken is toch heel anders dan om echt in een keuken
staan en te koken.î
ìHe t is toch wel een verrassing hoe alles bij elkaar uitpakt straks in mijn
eigen keuken.î
ì Ik heb al zo weinig tijd. Waarom moet dat uitzoeken en laten
inbouwen van een keuken dan ook nog eens zoí n omslachtig proces zijn?î
ì Ik ben op zoek naar deskundige informatie, maar ik weet nooit of ik die verkopers wel kan vertrouwen.î
ì Er zijn zoveel variaties en combinaties. En ik krijg totaal geen beeld van wat voor prijskaartje er
daadwerkelijk aan hangt.î
ì Heb ik eindelijk een mooie keuken gevonden, moet ik alle losse elementen
nog kiezen. Het wordt nooit zoí n mooi geheel als in de brochure.î
ì Met ons beperkte budget zit een luxe 6 pits kookplaat er op dit moment
niet meer in. Wat als ik dat over een paar jaar wel bij wil?î
Er is een aantal behoeftes van klanten waarvan we verwachten dat die in de huidige keukenaankoop proces niet goed vervuld worden. Dit document toont onze hypotheses t.a.v. klantbehoeftes en initiÎ le ideÎ en voor de keuken van de toekomst die op die behoeftes aansluit. Deze hypothese zal getoetst worden door middel van klant interviews.
Modulair, gemakkelijk elementen toevoegen
Service aan de deur of in stores, leasen, goed schoon te houden door
strakke vormen
Vrijstaand, geen passtukken,
meeverhuizen, geen lange levertijd of ingewikkelde
kosten
Frisse verkopers: aantrekkelijk personeel, vrouwelijk, geen eerdere keuken verkoopervaring,
oprecht enthousiast
Overzichtelijk portfolio en werkomgeving,
beperkte keus, benutten van technologie
Simuleer je eigen droomkeuken
met digitaletools
Geintegreerde verlichting en
apparatuur, geen naadjes, consistent
geheel
VOLLEDIG ONTZORGD WORDEN
De klant wil dat zijn zorgen over het onderhoud van de keuken uit handen genomen worden en er geen omkijken
meer naar hebben.
IN EEN FLEXIBEL LEVEN BIJGESTAAN
WORDEN
De moderne stedeling (city nomad) wil zich flexibel en vrij voelen. Door vastigheid en
maatwerk los te laten, krijgt de klant de ruimte en tijd zijn leven zelf in te
richten.
SAMEN HET BESTE VOOR MIJ ONTDEKKEN
Deskundigheid en vertrouwen zijn essentiele aspecten. De klant wil een persoonlijke relatie
met een medewerker die meedenkt in jouw belang.
EEN DUIDELIJK OVERZICHT KRIJGEN
Transparantie biedt zekerheid en ontzorging. De klant wil duidelijkheid en overzicht, zowel
over het aanbod als over de prijs. De online prijs is de winkelprijs.
NAADLOZE SYNCHRONISATIE
ERVAREN
Met een enkele keuze je volledige keuken klaar hebben, bevrijd de klant van
aanvullende zorgen. Alle elementen op elkaar ingespeeld.
EEN KEUKEN DIE MET MIJ DOORGROEIT
Met wensen van klant veranderen in de loop der jaren en de klant zou willen dat
zijn keuken meegroeit, zich aanpast en zich uitbreidt.
MIJN KEUKEN CONCREET INBEELDEN
De klant wil de keuken in zijn eigen omgeving kunnen inbeelden, en begrijpen wat
het concreet voor hem zal betekenen.
DE KEUKEN ECHT ERVAREN
De klant wil zich levendig kunnen inbeelden hoe het gebruik zal zijn. Doot te zien,
aanraken en de producten in een reele context te ervaren, raakt het de klant
meer en gaat het leven.
AANKOOPWe gaan dit
doen!
INSPIRATIE
Wat zou ik willen?
ORIENTATIE
Wat is er dan?
AANLEIDING
Moesten we niet eens...
INSTALLATIE
Hoe gaat het er komen?
GEBRUIK
Wat kan ik ermee?
ONDERHOUD
Hoe blijft het goed?
UITBREIDING
Ik ben toe aan meer!CUSTOMER JOURNEYSTEPS
KEUKEN VAN DE TOEKOMST: CUSTOMER DECISION JOURNEY & INITIAL CONCEPT PROPOSAL
STRATEGISCHE BELEVENISTHEMAí S
INSPIRATIEVOOR CONCEPT-VOOR CONCEPT-VOOR CONCEPTONTWIKKELING
HUIDIGEERVARINGEN
Home showrooms of experience stores, op bezoek bij gebruikers
thuis, voelen en ervaren
ì Mijn keuken wordt met de jaren minder, maar ik moet er nog jaren mee doen. Het wordt nooit meer zo mooi als
het was.î
ì Zoí n showroom bezoeken is toch heel anders dan om echt in een keuken
staan en te koken.î
ìHe t is toch wel een verrassing hoe alles bij elkaar uitpakt straks in mijn
eigen keuken.î
ì Ik heb al zo weinig tijd. Waarom moet dat uitzoeken en laten
inbouwen van een keuken dan ook nog eens zoí n omslachtig proces zijn?î
ì Ik ben op zoek naar deskundige informatie, maar ik weet nooit of ik die verkopers wel kan vertrouwen.î
ì Er zijn zoveel variaties en combinaties. En ik krijg totaal geen beeld van wat voor prijskaartje er
daadwerkelijk aan hangt.î
ì Heb ik eindelijk een mooie keuken gevonden, moet ik alle losse elementen
nog kiezen. Het wordt nooit zoí n mooi geheel als in de brochure.î
ì Met ons beperkte budget zit een luxe 6 pits kookplaat er op dit moment
niet meer in. Wat als ik dat over een paar jaar wel bij wil?î
Er is een aantal behoeftes van klanten waarvan we verwachten dat die in de huidige keukenaankoop proces niet goed vervuld worden. Dit document toont onze hypotheses t.a.v. klantbehoeftes en initiÎ le ideÎ en voor de keuken van de toekomst die op die behoeftes aansluit. Deze hypothese zal getoetst worden door middel van klant interviews.
Modulair, gemakkelijk elementen toevoegen
Service aan de deur of in stores, leasen, goed schoon te houden door
strakke vormen
Vrijstaand, geen passtukken,
meeverhuizen, geen lange levertijd of ingewikkelde
kosten
Frisse verkopers: aantrekkelijk personeel, vrouwelijk, geen eerdere keuken verkoopervaring,
oprecht enthousiast
Overzichtelijk portfolio en werkomgeving,
beperkte keus, benutten van technologie
Simuleer je eigen droomkeuken
met digitaletools
Geintegreerde verlichting en
apparatuur, geen naadjes, consistent
geheel
3. discover barriers
functional - emotional - social
4. design solutions
touchpoints - channels - interactions based on guiding principles
29
We’ve helped our client Europcar to embrace customer experience and turn their brand values into actual concrete customer benefits. We’ve done this through collaborative qualitative research and co-creation of new brand-based interventions on all levels of the organisation: from board to parking place, from marketing to operations, from Mallorca to Brighton.
30
We’ve helped our client Ebay to combine deep qualitative insights with quantitative customer intelligence to arrive at a brand vision and guiding principles for their desired brand experience throughout the customer journey. This has led to many initiatives across customer segments, regions and channels, leading to a drastically increased NPS and brand appreciation.
London Oslo Rotterdam São Paulowww.liveworkstudio.com London Oslo Rotterdam São Paulowww.liveworkstudio.com
Sanne Pelgrö[email protected]
+31 6 41314039
Erik Roscam [email protected]
+31 6 24518462
Contact