Talk 07 customer journey
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Transcript of Talk 07 customer journey
![Page 1: Talk 07 customer journey](https://reader035.fdocuments.in/reader035/viewer/2022062418/556f783ed8b42a8f678b45d9/html5/thumbnails/1.jpg)
Customer journey
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DE VERANDERENDE CONTEXT
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ZERO MOMENT OF TRUTH
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“This tape made by 3M Scotch is just about as magical as you’re gonna get in the world of tape!”
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ZOWEL HET BOS ALS DE BOMEN ZIEN
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Customer journey mapping
Pre-experience
ExperiencePost- experience
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BEDRIJF GEBRUIKER
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DENKEN
VOELEN
DOEN
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Holistische visieInterne & externe communicatie cathalysatorVisualiseren van focus pointsFlexibel model
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#1 ‘Only the best is good enough’
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APPLE COSTCO
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#1 ‘Only the best is good enough’#2 Customer journey mapping is een
onderdeel van marketing
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#1 ‘Only the best is good enough’#2 Customer journey mapping is een
onderdeel van marketing#3 Het bedrijf heeft verantwoordelijkheid voor de touchpoints
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DienstenMond aan
mond reclame
Open source softwareProducten
ONTASTBAAR
TASTBAAR
GECREËERDDOOR HET BEDRIJF
GECREËERDDOOR DE GEBRUIKER
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CONTROLE OVER DE CONTENT
BEREIK
CO - CREATIE
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CONTROLE OVER DE CONTENT
BEREIK
CO - CREATIE
CROWD SOURCING
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CONTROLE OVER DE CONTENT
BEREIK
CO - CREATIE
CROWD SOURCING
GEBRUIKER GENEREERT DE
CONTENT
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HET VERHAAL VAN DE CUSTOMER JOURNEY
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Meerdere perspectievenActiviteiten vs. productenCo-experienceEen dynamische aanpak
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CREATIEVE OEFENING
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Creatieve oefening
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