Google’s micro-moments and how to make use of them


Blog article

Micro-moments. A term first coined by Google, which expresses 4 ‘game changing moments that really matter’. They are: For Google and other organizations, these 4 moments are key in the shopping journey. Understanding them and anticipating them, will result inĀ better mobile conversionsĀ (up to 29% more) and overall more brand engagement (being ‘more relevant’ for your […]

February 17, 2018

Be consistent in your experience, but stay true to your brand


Blog article

A US Verizon user got 53 hardcopy mails from Verizon, thanking him for choosing eco-friendly, paperless e-billing (!). Not only is this super, super ironic, it’s also very inconsistent from a customer journey-design perspective. Let’s talk a bit about consistency in designing experiences. McKinsey had a very good article back in 2014, about the notion […]

November 28, 2017

Customer journey: make it stick


Blog article

Customer journey mapping is well-known tool to identify and visualize the experience a given customer/user has with your brand. As businesses want increase their presence and relevance in customer’s lives, they look for ways to extend the journey to stay top-of-mind and create the ‘stickiness factor’: how can we get engaged customers that keep returning […]

August 18, 2017