Customer Journey 101 - David W. Norton, Ph.D. & B. Joseph Pine II

Customer Journey 101

By David W. Norton, Ph.D. & B. Joseph Pine II

  • Release Date: 2012-08-28
  • Genre: Management & Leadership


Customer journey, done right, is about much more than incremental improvement to current offerings; it can help companies innovate, allocate resources, and transition from an old business model to a new one based on a new job customers want done. Customer journey solves for one of the most vexing business strategy issues: how to create a customer-centered vision of the future and align the promise-making and promise-keeping efforts of an organization profitably.