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<br /> The Customer<br /> JOURNEY<br /> RESEARCH REPORT<br /> PARTNERS: www.apptus.com<br /> MAY 2013<br /> INTRODUCTION<br /> Editor's comment<br /> T<br /> he customer journey. Three obviously means a slicker process that<br /> words that to the customer will give the retailer richer data and<br /> are a simple process that understanding. But how do we go about<br /> they don't even think about. doing that? (pages 12-15 getting better<br /> For the retailer however it's connected).<br /> the path their customers take from desire, Getting truly to the heart of the<br /> to buying and as such provides a number customer journey is a daunting prospect<br /> of steps and opportunities to engage with because it requires such an in-depth<br /> the c<a title="Internet Retailing &ndash; Customer Journey page 1" href="http://viewer.zmags.co.uk/publication/236db329?page=1"> The Customer JOURNEY RESEARCH REPORT </a> <a title="Internet Retailing &ndash; Customer Journey page 2" href="http://viewer.zmags.co.uk/publication/236db329?page=2"> INTRODUCTION Editor's comment T </a> <a title="Internet Retailing &ndash; Customer Journey page 3" href="http://viewer.zmags.co.uk/publication/236db329?page=3"> CONTENTS 8 16 12 23 CONTENTS 4 EXPERT </a> <a title="Internet Retailing &ndash; Customer Journey page 4" href="http://viewer.zmags.co.uk/publication/236db329?page=4"> EXPERT OPINION How important is convenience as pa</a> <a title="Internet Retailing &ndash; Customer Journey page 5" href="http://viewer.zmags.co.uk/publication/236db329?page=5"> EXPERT OPINION How individual should a customer'</a> <a title="Internet Retailing &ndash; Customer Journey page 6" href="http://viewer.zmags.co.uk/publication/236db329?page=6"> EXPERT OPINION How can you learn lessons from soc</a> <a title="Internet Retailing &ndash; Customer Journey page 7" href="http://viewer.zmags.co.uk/publication/236db329?page=7"> EXPERT OPINION How have customer management str</a> <a title="Internet Retailing &ndash; Customer Journey page 8" href="http://viewer.zmags.co.uk/publication/236db329?page=8"> DEFINING THE CUSTOMER JOURNEY One step at a time</a> <a title="Internet Retailing &ndash; Customer Journey page 9" href="http://viewer.zmags.co.uk/publication/236db329?page=9"> DEFINING THE CUSTOMER JOURNEY to interact w</a> <a title="Internet Retailing &ndash; Customer Journey page 10" href="http://viewer.zmags.co.uk/publication/236db329?page=10"> </a> <a title="Internet Retailing &ndash; Customer Journey page 11" href="http://viewer.zmags.co.uk/publication/236db329?page=11"> DEFINING THE CUSTOMER JOURNEY complicated</a> <a title="Internet Retailing &ndash; Customer Journey page 12" href="http://viewer.zmags.co.uk/publication/236db329?page=12"> HOW TO BETTER CONNECT THE JOURNEY Getting bett</a> <a title="Internet Retailing &ndash; Customer Journey page 13" href="http://viewer.zmags.co.uk/publication/236db329?page=13"> HOW TO BETTER CONNECT THE JOURNEY very differ</a> <a title="Internet Retailing &ndash; Customer Journey page 14" href="http://viewer.zmags.co.uk/publication/236db329?page=14"> Managing the Journey for Empowered Consumers – </a> <a title="Internet Retailing &ndash; Customer Journey page 15" href="http://viewer.zmags.co.uk/publication/236db329?page=15"> HOW TO BETTER CONNECT THE JOURNEY marketing.</a> <a title="Internet Retailing &ndash; Customer Journey page 16" href="http://viewer.zmags.co.uk/publication/236db329?page=16"> THE CUSTOMER AT THE HEART The customer now take</a> <a title="Internet Retailing &ndash; Customer Journey page 17" href="http://viewer.zmags.co.uk/publication/236db329?page=17"> THE CUSTOMER AT THE HEART T </a> <a title="Internet Retailing &ndash; Customer Journey page 18" href="http://viewer.zmags.co.uk/publication/236db329?page=18"> Delight your customers Present rel</a> <a title="Internet Retailing &ndash; Customer Journey page 19" href="http://viewer.zmags.co.uk/publication/236db329?page=19"> GETTING THE BALANCE BETWEEN CUSTOMER AND RETAILER</a> <a title="Internet Retailing &ndash; Customer Journey page 20" href="http://viewer.zmags.co.uk/publication/236db329?page=20"> THE BALANCE OF CONTENT IN THE CUSTOMER JOURNEY A</a> <a title="Internet Retailing &ndash; Customer Journey page 21" href="http://viewer.zmags.co.uk/publication/236db329?page=21"> THE BALANCE OF CONTENT IN THE CUSTOMER JOURNEY S</a> <a title="Internet Retailing &ndash; Customer Journey page 22" href="http://viewer.zmags.co.uk/publication/236db329?page=22"> THE BALANCE OF CONTENT IN THE CUSTOMER JOURNEY </a> <a title="Internet Retailing &ndash; Customer Journey page 23" href="http://viewer.zmags.co.uk/publication/236db329?page=23"> THE ROLE OF PERSONALISATION I</a> <a title="Internet Retailing &ndash; Customer Journey page 24" href="http://viewer.zmags.co.uk/publication/236db329?page=24"> THE ROLE OF PERSONALISATION predictabl</a> <a title="Internet Retailing &ndash; Customer Journey page 25" href="http://viewer.zmags.co.uk/publication/236db329?page=25"> THE ROLE OF PERSONALISATION </a> <a title="Internet Retailing &ndash; Customer Journey page 26" href="http://viewer.zmags.co.uk/publication/236db329?page=26"> </a> <a title="Internet Retailing &ndash; Customer Journey page 27" href="http://viewer.zmags.co.uk/publication/236db329?page=27"> CONCLUSION INTERNATIONAL FOCUS: MARKET OVERVIEW </a> <a title="Internet Retailing &ndash; Customer Journey page 28" href="http://viewer.zmags.co.uk/publication/236db329?page=28"> </a>