Customer Journey Mapping (Cjm): Nemocón (Colombia) Case

Sandra Rojas Berrio, Guido Mendosa Oliveira, Santiago Urrego and Oscar Robayo Pinzón

Econógrafos, Escuela de Economía from Universidad Nacional de Colombia, FCE, CID

Abstract: This working paper presents a summary of an empirical validation of Customer Journey Mapping (CJM) in the tourism context using participant observation in the salt mines in Nemocón (Colombia). The results showed opportunities for improving touch points based on a holistic view of the customer journey.

Keywords: Custumer Journey Mapping; salt mines; Nemocón (Colombia); consumer behavior (search for similar items in EconPapers)
JEL-codes: D91 M31 Z33 (search for similar items in EconPapers)
Pages: 11
Date: 2020-08
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Published in Econografos

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Persistent link: https://EconPapers.repec.org/RePEc:col:000176:022784

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