The brand strategists’ toolkit #19: Service Blueprints, Customer Journeys and Brand Experience Mapping

This article looks at service blueprints, customer journeys and brand experience mapping.

“The world in which we live and work continues to change and become more complex. Vast and far-reaching changes are occurring in the nature and structure of the social and economic systems in which people live, and the industrial and occupational structures where they work. Individuals' values and beliefs about themselves and their society are changing as are the ways they look at and understand their own growth and development. This includes their career development as well. More people are looking for meaning in their lives, particularly as they think about the work they do, their situation as a family...

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