SlideShare a Scribd company logo
1 of 10
CUSTOMER JOURNEY
OF THE FUTURE
J U N E 2 0 1 5
©AndersSörman-Nilsson&Clementined’Arco-Thinque
T H I N Q U E
OLD CONSUMERS NEW CONSUMERS
Source: 2011 BBMG
VS
•Lowest price
•Waiting for solutions
•Asks, «What’s in it for me?»
•Seeking more stuff
•Trust marketing messages
on front of the box
•Passive recipient
of brand communications
•Total value
•Creating their own solutions
•Asks, «What’s in it for we?»
•Seeking meaningful experiences
•Looks at ingredients
on back of the box
•Active co-creators of content,
products and experiencs
T H I N Q U E
Customer journey
linearly
designed by brands
FUNNEL
Spirally shaped
by customers
SEEMINGLY
A SLINKY SPIRAL
%
@
T H I N Q U E
ANALOGUE
SOLUTION
DIGITAL
T H I N Q U E
Broadcast Marketing Micro-Segment
PSYCHOGRAPHICDEMOGRAPHIC
SEX / AGE
COUNTRY / CITY
PROFESSION
INCOME
VALUES
ATTITUDES
BEHAVIORS
INTERESTS
VS
$
T H I N Q U E
PSYCHOGRAPHICDEMOGRAPHIC
Steve
Male - 26 Years
Darlinghurst
Lives in a Flatshare
Studies Industrial
Economy at WU
$ 60,000 AUD
•Member of WWF
•Investments in Ethical Mutual Funds
•Likes to travel off-the-beaten track
in Australia and uses AirBnB in cities
•'Likes' MasterChef on TV
•Plays tennis and plays World
of Warcraft on weekends
•Parramatta Eagles Fan
•Has decked out his bathroom
with Marimekko
•Attended TEDx Sydney / is a budding
social entrepreneur
•Doesn't like the idea of private
health insurance
$
SEAMLESS EXPERIENCES
@24/7 I
WANT...
I WISH...
I
WOULD
LIKE...
I
NEED...
T H I N Q U E
T H I N Q U E
AIR NEW ZEALAND CUSTOMER JOURNEY
DIGITAL EXPERIENCE
PHYSICAL EXPERIENCE
Pre-Flight
Getting
to the airport
Check-in
Lounge
Boarding
Post-Flight
Leaving
the airport
Arrival
Transfer
In-Flight
THE
CUSTOMER
EXPERIENCE
JOURNEY
T H I N Q U E
THINK ABOUT YOUR OWN CUSTOMER JOURNEY
AWARENESS ENGAGEMENT EVALUATION DECISION USAGE
LOYALTY LOOP
T H I N Q U E
thinquetank.com
foresights.thinquetank.com
facebook.com/ThinqueServices twitter.com/thinque_ linkedin.com/in/anderssormannilsson
CONNECT WITH US
©AndersSörman-Nilsson&Clementined’Arco-Thinque

More Related Content

Viewers also liked

Future Of Interactive TV
Future Of Interactive TVFuture Of Interactive TV
Future Of Interactive TVProphets Agency
 
The future of television .ppt
The future of television .pptThe future of television .ppt
The future of television .pptveroziz
 
Franchising - Fundamentals And Managing Relationships
Franchising - Fundamentals And Managing RelationshipsFranchising - Fundamentals And Managing Relationships
Franchising - Fundamentals And Managing RelationshipsAjay Mohan Goel
 
Brand As Verb: Principles of High Performing Experience Brands
Brand As Verb: Principles of High Performing Experience BrandsBrand As Verb: Principles of High Performing Experience Brands
Brand As Verb: Principles of High Performing Experience BrandsBen Grossman
 

Viewers also liked (6)

Future Of Interactive TV
Future Of Interactive TVFuture Of Interactive TV
Future Of Interactive TV
 
The future of television .ppt
The future of television .pptThe future of television .ppt
The future of television .ppt
 
The future of TV
The future of TVThe future of TV
The future of TV
 
TV 2020 - The future of television
TV 2020 - The future of televisionTV 2020 - The future of television
TV 2020 - The future of television
 
Franchising - Fundamentals And Managing Relationships
Franchising - Fundamentals And Managing RelationshipsFranchising - Fundamentals And Managing Relationships
Franchising - Fundamentals And Managing Relationships
 
Brand As Verb: Principles of High Performing Experience Brands
Brand As Verb: Principles of High Performing Experience BrandsBrand As Verb: Principles of High Performing Experience Brands
Brand As Verb: Principles of High Performing Experience Brands
 

Similar to Customer Journey of the Future

8…7…6… : Marketing in the Age of the Hyper-Connected Consumer
8…7…6… : Marketing in the Age of the Hyper-Connected Consumer8…7…6… : Marketing in the Age of the Hyper-Connected Consumer
8…7…6… : Marketing in the Age of the Hyper-Connected ConsumerMediaPost
 
CUSTOMER ANALYTICS & SEGMENTATION FOR CUSTOMER CENTRIC ORGANIZATION & MARKETI...
CUSTOMER ANALYTICS & SEGMENTATION FOR CUSTOMER CENTRIC ORGANIZATION & MARKETI...CUSTOMER ANALYTICS & SEGMENTATION FOR CUSTOMER CENTRIC ORGANIZATION & MARKETI...
CUSTOMER ANALYTICS & SEGMENTATION FOR CUSTOMER CENTRIC ORGANIZATION & MARKETI...Data Science Thailand
 
Brand Marketing Summit - Learning to Drop the Filthy Curveball
Brand Marketing Summit - Learning to Drop the Filthy CurveballBrand Marketing Summit - Learning to Drop the Filthy Curveball
Brand Marketing Summit - Learning to Drop the Filthy CurveballKeith Hernandez
 
IMC Campaign
IMC CampaignIMC Campaign
IMC CampaignErik Bose
 
Powering Human Connections
Powering Human ConnectionsPowering Human Connections
Powering Human ConnectionsMediaPost
 
Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando  September 2015Afinium Worksite Benefits Mania Confernce Orlando  September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015Afinium
 
Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015Afinium
 
Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015Afinium Hendrickx
 
Pub merchandising merchandising trends to prepare for holiday 2016
Pub merchandising   merchandising trends to prepare for holiday 2016Pub merchandising   merchandising trends to prepare for holiday 2016
Pub merchandising merchandising trends to prepare for holiday 2016Sarah Fletcher
 
Delivering the WOW to Your Audience! How to Create Successful Cross-Platform ...
Delivering the WOW to Your Audience! How to Create Successful Cross-Platform ...Delivering the WOW to Your Audience! How to Create Successful Cross-Platform ...
Delivering the WOW to Your Audience! How to Create Successful Cross-Platform ...MOO
 
Diversifying the Portfolio: Creating Holistic Campaigns in a Brave New World
Diversifying the Portfolio: Creating Holistic Campaigns in a Brave New World Diversifying the Portfolio: Creating Holistic Campaigns in a Brave New World
Diversifying the Portfolio: Creating Holistic Campaigns in a Brave New World TRG Arts
 
Chiec luoc Marketing tap trung vao Khach Hang trong thoi dai Internet
Chiec luoc Marketing tap trung vao Khach Hang trong thoi dai InternetChiec luoc Marketing tap trung vao Khach Hang trong thoi dai Internet
Chiec luoc Marketing tap trung vao Khach Hang trong thoi dai InternetMoore Corporation
 
Customer-Centric Marketing
Customer-Centric MarketingCustomer-Centric Marketing
Customer-Centric MarketingDung Tri
 
workshop finding funding at Maastricht Entrepreneurship Week
workshop finding funding at Maastricht Entrepreneurship Weekworkshop finding funding at Maastricht Entrepreneurship Week
workshop finding funding at Maastricht Entrepreneurship WeekHerman Kienhuis
 
ATD Austin Yellow Pages Solution
ATD Austin Yellow Pages Solution ATD Austin Yellow Pages Solution
ATD Austin Yellow Pages Solution Kekacobb
 
ATD Austin Yellow Pages Solution
ATD Austin Yellow Pages Solution ATD Austin Yellow Pages Solution
ATD Austin Yellow Pages Solution Kekacobb
 
Engaging with iConsumer - BDMA Congres
Engaging with iConsumer - BDMA CongresEngaging with iConsumer - BDMA Congres
Engaging with iConsumer - BDMA Congresbpost
 

Similar to Customer Journey of the Future (20)

Customer development model
Customer development modelCustomer development model
Customer development model
 
8…7…6… : Marketing in the Age of the Hyper-Connected Consumer
8…7…6… : Marketing in the Age of the Hyper-Connected Consumer8…7…6… : Marketing in the Age of the Hyper-Connected Consumer
8…7…6… : Marketing in the Age of the Hyper-Connected Consumer
 
CUSTOMER ANALYTICS & SEGMENTATION FOR CUSTOMER CENTRIC ORGANIZATION & MARKETI...
CUSTOMER ANALYTICS & SEGMENTATION FOR CUSTOMER CENTRIC ORGANIZATION & MARKETI...CUSTOMER ANALYTICS & SEGMENTATION FOR CUSTOMER CENTRIC ORGANIZATION & MARKETI...
CUSTOMER ANALYTICS & SEGMENTATION FOR CUSTOMER CENTRIC ORGANIZATION & MARKETI...
 
Brand Marketing Summit - Learning to Drop the Filthy Curveball
Brand Marketing Summit - Learning to Drop the Filthy CurveballBrand Marketing Summit - Learning to Drop the Filthy Curveball
Brand Marketing Summit - Learning to Drop the Filthy Curveball
 
IMC Campaign
IMC CampaignIMC Campaign
IMC Campaign
 
Powering Human Connections
Powering Human ConnectionsPowering Human Connections
Powering Human Connections
 
Improve Your Digital Experience to Drive More Revenue - Alp Mimaroglu, Sysco
Improve Your Digital Experience to Drive More Revenue - Alp Mimaroglu, SyscoImprove Your Digital Experience to Drive More Revenue - Alp Mimaroglu, Sysco
Improve Your Digital Experience to Drive More Revenue - Alp Mimaroglu, Sysco
 
Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando  September 2015Afinium Worksite Benefits Mania Confernce Orlando  September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015
 
Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015
 
Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015Afinium Worksite Benefits Mania Confernce Orlando September 2015
Afinium Worksite Benefits Mania Confernce Orlando September 2015
 
Pub merchandising merchandising trends to prepare for holiday 2016
Pub merchandising   merchandising trends to prepare for holiday 2016Pub merchandising   merchandising trends to prepare for holiday 2016
Pub merchandising merchandising trends to prepare for holiday 2016
 
Delivering the WOW to Your Audience! How to Create Successful Cross-Platform ...
Delivering the WOW to Your Audience! How to Create Successful Cross-Platform ...Delivering the WOW to Your Audience! How to Create Successful Cross-Platform ...
Delivering the WOW to Your Audience! How to Create Successful Cross-Platform ...
 
Diversifying the Portfolio: Creating Holistic Campaigns in a Brave New World
Diversifying the Portfolio: Creating Holistic Campaigns in a Brave New World Diversifying the Portfolio: Creating Holistic Campaigns in a Brave New World
Diversifying the Portfolio: Creating Holistic Campaigns in a Brave New World
 
Chiec luoc Marketing tap trung vao Khach Hang trong thoi dai Internet
Chiec luoc Marketing tap trung vao Khach Hang trong thoi dai InternetChiec luoc Marketing tap trung vao Khach Hang trong thoi dai Internet
Chiec luoc Marketing tap trung vao Khach Hang trong thoi dai Internet
 
Customer-Centric Marketing
Customer-Centric MarketingCustomer-Centric Marketing
Customer-Centric Marketing
 
workshop finding funding at Maastricht Entrepreneurship Week
workshop finding funding at Maastricht Entrepreneurship Weekworkshop finding funding at Maastricht Entrepreneurship Week
workshop finding funding at Maastricht Entrepreneurship Week
 
Pricing in Media
Pricing in MediaPricing in Media
Pricing in Media
 
ATD Austin Yellow Pages Solution
ATD Austin Yellow Pages Solution ATD Austin Yellow Pages Solution
ATD Austin Yellow Pages Solution
 
ATD Austin Yellow Pages Solution
ATD Austin Yellow Pages Solution ATD Austin Yellow Pages Solution
ATD Austin Yellow Pages Solution
 
Engaging with iConsumer - BDMA Congres
Engaging with iConsumer - BDMA CongresEngaging with iConsumer - BDMA Congres
Engaging with iConsumer - BDMA Congres
 

More from Anders Sorman-Nilsson

More from Anders Sorman-Nilsson (11)

Future of banking - Futurist, Anders Sörman-Nilsson
Future of banking - Futurist, Anders Sörman-NilssonFuture of banking - Futurist, Anders Sörman-Nilsson
Future of banking - Futurist, Anders Sörman-Nilsson
 
Future of Healthcare - Anders Sorman-Nilsson
Future of Healthcare - Anders Sorman-NilssonFuture of Healthcare - Anders Sorman-Nilsson
Future of Healthcare - Anders Sorman-Nilsson
 
Future of Electrical Utilities Industry (by futurist Anders Sörman-Nilsson)
Future of Electrical Utilities Industry (by futurist Anders Sörman-Nilsson)Future of Electrical Utilities Industry (by futurist Anders Sörman-Nilsson)
Future of Electrical Utilities Industry (by futurist Anders Sörman-Nilsson)
 
Future of Farming
Future of FarmingFuture of Farming
Future of Farming
 
Digital Marketing Forum
Digital Marketing ForumDigital Marketing Forum
Digital Marketing Forum
 
My powerful insights on the future of the food industry
My powerful insights on the future of the food industryMy powerful insights on the future of the food industry
My powerful insights on the future of the food industry
 
The Mobilisation of Healthcare
The Mobilisation of HealthcareThe Mobilisation of Healthcare
The Mobilisation of Healthcare
 
Asia's Future Health Lab
Asia's Future Health LabAsia's Future Health Lab
Asia's Future Health Lab
 
Scenario Planning 2020
Scenario Planning 2020Scenario Planning 2020
Scenario Planning 2020
 
Digital Disruption
Digital DisruptionDigital Disruption
Digital Disruption
 
Farming Futures
Farming FuturesFarming Futures
Farming Futures
 

Recently uploaded

What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...srcw2322l101
 
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product DiscoveryDesmond Leo
 
Raising Seed Capital by Steve Schlafman at RRE Ventures
Raising Seed Capital by Steve Schlafman at RRE VenturesRaising Seed Capital by Steve Schlafman at RRE Ventures
Raising Seed Capital by Steve Schlafman at RRE VenturesAlejandro Cremades
 
stock price prediction using machine learning
stock price prediction using machine learningstock price prediction using machine learning
stock price prediction using machine learninggauravwankar27
 
Powerpoint showing results from tik tok metrics
Powerpoint showing results from tik tok metricsPowerpoint showing results from tik tok metrics
Powerpoint showing results from tik tok metricsCaitlinCummins3
 
The Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdfThe Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdfMont Surfaces
 
hyundai capital 2023 consolidated financial statements
hyundai capital 2023 consolidated financial statementshyundai capital 2023 consolidated financial statements
hyundai capital 2023 consolidated financial statementsirhcs
 
Guide to Networking Essentials 8th Edition by Greg Tomsho solution manual.doc
Guide to Networking Essentials 8th Edition by Greg Tomsho solution manual.docGuide to Networking Essentials 8th Edition by Greg Tomsho solution manual.doc
Guide to Networking Essentials 8th Edition by Greg Tomsho solution manual.docssuserf63bd7
 
Aptar Closures segment - Corporate Overview-India.pdf
Aptar Closures segment - Corporate Overview-India.pdfAptar Closures segment - Corporate Overview-India.pdf
Aptar Closures segment - Corporate Overview-India.pdfprchbhandari
 
wagamamaLab presentation @MIT 20240509 IRODORI
wagamamaLab presentation @MIT 20240509 IRODORIwagamamaLab presentation @MIT 20240509 IRODORI
wagamamaLab presentation @MIT 20240509 IRODORIIRODORI inc.
 
Special Purpose Vehicle (Purpose, Formation & examples)
Special Purpose Vehicle (Purpose, Formation & examples)Special Purpose Vehicle (Purpose, Formation & examples)
Special Purpose Vehicle (Purpose, Formation & examples)linciy03
 
Sedex Members Ethical Trade Audit (SMETA) Measurement Criteria
Sedex Members Ethical Trade Audit (SMETA) Measurement CriteriaSedex Members Ethical Trade Audit (SMETA) Measurement Criteria
Sedex Members Ethical Trade Audit (SMETA) Measurement Criteriamilos639
 
Innomantra Viewpoint - Building Moonshots : May-Jun 2024.pdf
Innomantra Viewpoint - Building Moonshots : May-Jun 2024.pdfInnomantra Viewpoint - Building Moonshots : May-Jun 2024.pdf
Innomantra Viewpoint - Building Moonshots : May-Jun 2024.pdfInnomantra
 
How to refresh to be fit for the future world
How to refresh to be fit for the future worldHow to refresh to be fit for the future world
How to refresh to be fit for the future worldChris Skinner
 
zidauu _business communication.pptx /pdf
zidauu _business  communication.pptx /pdfzidauu _business  communication.pptx /pdf
zidauu _business communication.pptx /pdfzukhrafshabbir
 
Powers and Functions of CPCB - The Water Act 1974.pdf
Powers and Functions of CPCB - The Water Act 1974.pdfPowers and Functions of CPCB - The Water Act 1974.pdf
Powers and Functions of CPCB - The Water Act 1974.pdflinciy03
 
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptxBlinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptxSaksham Gupta
 
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase   17 May  2024  Energy News issue - 1725 by Khaled Al Awadi_compresse...NewBase   17 May  2024  Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...Khaled Al Awadi
 
Hyundai capital 2024 1q Earnings release
Hyundai capital 2024 1q Earnings releaseHyundai capital 2024 1q Earnings release
Hyundai capital 2024 1q Earnings releaseirhcs
 

Recently uploaded (20)

What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...What is paper chromatography, principal, procedure,types, diagram, advantages...
What is paper chromatography, principal, procedure,types, diagram, advantages...
 
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
 
Raising Seed Capital by Steve Schlafman at RRE Ventures
Raising Seed Capital by Steve Schlafman at RRE VenturesRaising Seed Capital by Steve Schlafman at RRE Ventures
Raising Seed Capital by Steve Schlafman at RRE Ventures
 
stock price prediction using machine learning
stock price prediction using machine learningstock price prediction using machine learning
stock price prediction using machine learning
 
Powerpoint showing results from tik tok metrics
Powerpoint showing results from tik tok metricsPowerpoint showing results from tik tok metrics
Powerpoint showing results from tik tok metrics
 
The Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdfThe Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdf
 
hyundai capital 2023 consolidated financial statements
hyundai capital 2023 consolidated financial statementshyundai capital 2023 consolidated financial statements
hyundai capital 2023 consolidated financial statements
 
Guide to Networking Essentials 8th Edition by Greg Tomsho solution manual.doc
Guide to Networking Essentials 8th Edition by Greg Tomsho solution manual.docGuide to Networking Essentials 8th Edition by Greg Tomsho solution manual.doc
Guide to Networking Essentials 8th Edition by Greg Tomsho solution manual.doc
 
Aptar Closures segment - Corporate Overview-India.pdf
Aptar Closures segment - Corporate Overview-India.pdfAptar Closures segment - Corporate Overview-India.pdf
Aptar Closures segment - Corporate Overview-India.pdf
 
wagamamaLab presentation @MIT 20240509 IRODORI
wagamamaLab presentation @MIT 20240509 IRODORIwagamamaLab presentation @MIT 20240509 IRODORI
wagamamaLab presentation @MIT 20240509 IRODORI
 
Special Purpose Vehicle (Purpose, Formation & examples)
Special Purpose Vehicle (Purpose, Formation & examples)Special Purpose Vehicle (Purpose, Formation & examples)
Special Purpose Vehicle (Purpose, Formation & examples)
 
Sedex Members Ethical Trade Audit (SMETA) Measurement Criteria
Sedex Members Ethical Trade Audit (SMETA) Measurement CriteriaSedex Members Ethical Trade Audit (SMETA) Measurement Criteria
Sedex Members Ethical Trade Audit (SMETA) Measurement Criteria
 
Innomantra Viewpoint - Building Moonshots : May-Jun 2024.pdf
Innomantra Viewpoint - Building Moonshots : May-Jun 2024.pdfInnomantra Viewpoint - Building Moonshots : May-Jun 2024.pdf
Innomantra Viewpoint - Building Moonshots : May-Jun 2024.pdf
 
How to refresh to be fit for the future world
How to refresh to be fit for the future worldHow to refresh to be fit for the future world
How to refresh to be fit for the future world
 
zidauu _business communication.pptx /pdf
zidauu _business  communication.pptx /pdfzidauu _business  communication.pptx /pdf
zidauu _business communication.pptx /pdf
 
Powers and Functions of CPCB - The Water Act 1974.pdf
Powers and Functions of CPCB - The Water Act 1974.pdfPowers and Functions of CPCB - The Water Act 1974.pdf
Powers and Functions of CPCB - The Water Act 1974.pdf
 
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptxBlinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
Blinkit: Revolutionizing the On-Demand Grocery Delivery Service.pptx
 
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase   17 May  2024  Energy News issue - 1725 by Khaled Al Awadi_compresse...NewBase   17 May  2024  Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
 
WAM Corporate Presentation May 2024_w.pdf
WAM Corporate Presentation May 2024_w.pdfWAM Corporate Presentation May 2024_w.pdf
WAM Corporate Presentation May 2024_w.pdf
 
Hyundai capital 2024 1q Earnings release
Hyundai capital 2024 1q Earnings releaseHyundai capital 2024 1q Earnings release
Hyundai capital 2024 1q Earnings release
 

Customer Journey of the Future

  • 1. CUSTOMER JOURNEY OF THE FUTURE J U N E 2 0 1 5 ©AndersSörman-Nilsson&Clementined’Arco-Thinque
  • 2. T H I N Q U E OLD CONSUMERS NEW CONSUMERS Source: 2011 BBMG VS •Lowest price •Waiting for solutions •Asks, «What’s in it for me?» •Seeking more stuff •Trust marketing messages on front of the box •Passive recipient of brand communications •Total value •Creating their own solutions •Asks, «What’s in it for we?» •Seeking meaningful experiences •Looks at ingredients on back of the box •Active co-creators of content, products and experiencs
  • 3. T H I N Q U E Customer journey linearly designed by brands FUNNEL Spirally shaped by customers SEEMINGLY A SLINKY SPIRAL % @
  • 4. T H I N Q U E ANALOGUE SOLUTION DIGITAL
  • 5. T H I N Q U E Broadcast Marketing Micro-Segment PSYCHOGRAPHICDEMOGRAPHIC SEX / AGE COUNTRY / CITY PROFESSION INCOME VALUES ATTITUDES BEHAVIORS INTERESTS VS $
  • 6. T H I N Q U E PSYCHOGRAPHICDEMOGRAPHIC Steve Male - 26 Years Darlinghurst Lives in a Flatshare Studies Industrial Economy at WU $ 60,000 AUD •Member of WWF •Investments in Ethical Mutual Funds •Likes to travel off-the-beaten track in Australia and uses AirBnB in cities •'Likes' MasterChef on TV •Plays tennis and plays World of Warcraft on weekends •Parramatta Eagles Fan •Has decked out his bathroom with Marimekko •Attended TEDx Sydney / is a budding social entrepreneur •Doesn't like the idea of private health insurance $
  • 7. SEAMLESS EXPERIENCES @24/7 I WANT... I WISH... I WOULD LIKE... I NEED... T H I N Q U E
  • 8. T H I N Q U E AIR NEW ZEALAND CUSTOMER JOURNEY DIGITAL EXPERIENCE PHYSICAL EXPERIENCE Pre-Flight Getting to the airport Check-in Lounge Boarding Post-Flight Leaving the airport Arrival Transfer In-Flight THE CUSTOMER EXPERIENCE JOURNEY
  • 9. T H I N Q U E THINK ABOUT YOUR OWN CUSTOMER JOURNEY AWARENESS ENGAGEMENT EVALUATION DECISION USAGE LOYALTY LOOP
  • 10. T H I N Q U E thinquetank.com foresights.thinquetank.com facebook.com/ThinqueServices twitter.com/thinque_ linkedin.com/in/anderssormannilsson CONNECT WITH US ©AndersSörman-Nilsson&Clementined’Arco-Thinque