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11/18/2010

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Mark Ralphs

Griffin,

Did you see this piece on customer journeys from the Harvard Business Review? http://blogs.hbr.org/cs/2010/11/using_customer_journey_maps_to.html

Their e.g. adds a final stage to the journey, the 'OOBE'(out of box experience). A lot of companies have always known the value of this, see Apple or Net a Porter, but interesting to see it going mainstream because of the impact of unboxing pics / videos on blogs and YouTube.

Griffin Farley

What a great article! I love it!

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