The Trinity of Design Thinking

The inconvenient truth is that an estimated 93% of Customer Experience (CX) initiatives fail, while in 2016, according to Gartner, 89% of companies expected to compete mostly based on customer…

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  • Post published:09/03/2020

Customer Carousel™ Blueprint

Customer Carousel™ is one of the outcomes of a 4-year discovery process by Edwin Korver and it turned out to be an amazing panorama, not just to help optimize the…

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  • Post published:25/01/2020

Right on the Money

Since the early 1960s, Silicon Valley is known for its many tech-startups. The birth of the Internet in 1995 meant that information, experiences, opinions, and knowledge could now spread beyond…

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  • Post published:31/12/2019

Advancing The Customer Carousel

I truly love the series Mad Men, however, there is one scene in particular, which was the grand finale of season one, that has kept with me throughout the development…

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  • Post published:01/11/2019

Who’s the boss?

In order to explain something complex, it may help to use an analogy. Therefore, let me tell you about ancient pillars, keystones, and bosses with regard to the Customer Carousel.…

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  • Post published:23/10/2019

What makes customers return or refer?

ROUNDMAP™ Integrated Customer Lifecycle differs from the traditional sales cycle - which focuses on achieving customer satisfaction - because we believe customers won't refer or return simply because you've satisfied…

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  • Post published:16/10/2019

Customer-touching Activities

One of the learnings from creating the ROUNDMAP™ is that, although most firms consider marketing, sales and service as their main customer-facing operations, these activities alone do not account for…

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  • Post published:31/08/2019

The Drawback of Specialization

At the individual level, specialization usually comes in the form of career or labor specialization. Each member of an organization or economy, for example, has a unique set of talents,…

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  • Post published:31/07/2019

ROUNDMAP™ Full Stack

To understand what elements and aspects the ROUNDMAP™ mapping system actually contains, we've created what we call the ROUNDMAP™ Stack: While the Integrated Customer Lifecycle™, at the bottom of the…

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  • Post published:25/07/2019

Experience Matrix™

Experience Design is widely recognized to be critical to the customer development process. Not just in our digital age, but even long before bits-and-bytes driven firms grabbed control of the…

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  • Post published:23/07/2019