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Understanding media, look at the pattern

Sogeti Labs
January 23, 2014

3 thoughts on “Understanding media, look at the pattern

  1. Hello Arnd,
    great post. I think that the channel used by the user is driven by the request and the needs. We identified about 5 situations where the client will engaged using one or more channels (from Call center to Avatar and using web sites and mobiles…).
    1 asking for generic information
    2 Buying
    3 Acting
    4 Claiming
    5 Be advised on new offerings.
    the issue is to be sure that all information gathered from each channel are strored and available for another. Doing that will offer the best user experience for a company.

    1. Thx Jacques!
      Your five point help positioning the services in the customer journey and it adds on top of the classic AIDA model, the after sale. If all information is shared across the channels to assist the user and create a continues flow over the channels (as you describe) we call such flow cross-channel. Ideally you will never be asked for the same information more than once ๐Ÿ™‚

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