Messy customer journey self-mapping
Egan-Wyer, Carys LU
(2023)
- Abstract
- The new retail landscape is complex. New types of touchpoints and new store formats mean messy, non-linear customer journeys with multiple online and offline touchpoints. If we want to understand these journeys, and what value customers derive from new and innovative touchpoints, we must use methods that allow them to explain their own complex customer journeys in all their messy glory!
Please use this url to cite or link to this publication:
https://lup.lub.lu.se/record/79a4270d-1d4c-4a3f-84d7-957f1139d272
- author
- Egan-Wyer, Carys
LU
- organization
- publishing date
- 2023-09-21
- type
- Other contribution
- publication status
- published
- subject
- publisher
- Centre for Retail Research at Lund University
- language
- English
- LU publication?
- yes
- id
- 79a4270d-1d4c-4a3f-84d7-957f1139d272
- alternative location
- https://www.lusem.lu.se/article/messy-customer-journey-self-mapping
- date added to LUP
- 2025-03-03 10:21:42
- date last changed
- 2025-04-04 15:41:31
@misc{79a4270d-1d4c-4a3f-84d7-957f1139d272,
abstract = {{The new retail landscape is complex. New types of touchpoints and new store formats mean messy, non-linear customer journeys with multiple online and offline touchpoints. If we want to understand these journeys, and what value customers derive from new and innovative touchpoints, we must use methods that allow them to explain their own complex customer journeys in all their messy glory!}},
author = {{Egan-Wyer, Carys}},
language = {{eng}},
month = {{09}},
publisher = {{Centre for Retail Research at Lund University}},
title = {{Messy customer journey self-mapping}},
url = {{https://www.lusem.lu.se/article/messy-customer-journey-self-mapping}},
year = {{2023}},
}