The Journey is Only Part of the Experience

At Delvinia we often study and produce customer journey maps, which visualize customer needs, processes and perceptions in a given exchange, from awareness to post-purchase reflection. The graphics are very effective in delivering insights into the current customer journey in a manner that is both powerful and relatable. But there’s the rub. Too often we […]

Using Social Media Listening to Humanize Customer Journey Mapping

One of our most important programs here at Delvinia is our Customer Journey Mapping. By combining the results of user testing, customer surveys and interviews with web analytics and sales data we can map how your customers (and potential customers) interact with your company from their initial want or need through to purchase and post-purchase […]

Looking Ahead: Optimizing and Innovating Customer Experiences

The Labour Day weekend signifies the end of the summer. The kids are going back to school, rush hour traffic resumes and companies are getting back to speed for the fall business cycle. At Delvinia, the summer months have turned into one of our busiest periods of the year. And while we continue to focus […]

CMA Summit 2012: Capturing the Voice of the Customer

Last week, Delvinia CEO Adam Froman was among the speakers at the Canadian Marketing Association‘s CMA Summit 2012, held at the Westin Harbour Castle Hotel on May 16 and 17. Adam shared his perspective on how to capture the Voice of the Customer in a presentation titled, The Age of Intelligence, and explained how Delvinia […]

RSVP to Attend Confirmit’s Voice of the Customer & Mobile Research Roadshows

Save the date! Delvinia and AskingCanadians™ have partnered with Confirmit to bring the organization’s International Voice of the Customer and Mobile Research Roadshows to Toronto on June 21st. The Toronto date for the events, which are being held in various cities across Europe and the United States this spring, includes an exclusive VoC breakfast at […]

Personas: See your product through your customer’s eye

“Our most effective (design) tool is profoundly simple: Develop a precise description of our user and what he wishes to accomplish.” – Alan Cooper on goal-directed design, The Inmates Are Running the Asylum Personas are an extremely valuable tool for marketers and designers in any field, as they bring market segments and individual customers to […]