The Value of Customer Journey Mapping
By
Tohawkes
and Michael Baum
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By 2017, e-commerce is expected to account for one in 10 retail purchases in the U.S. The increase in online spend is largely attributed to increasing online share of wallet — rather than new online shoppers. Online customers are moving from low-engagement, easy-consideration categories (e.g., small consumer electronics, music, etc.) to high-touch, high-consideration purchases (e.g., furniture and large household items).
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Tohawkes
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Michael Baum
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