• Mapping the Customer Journey

    Process Tool: How to Map the Customer Journey in three simple steps

    May 8, 2018 Jake DiMare

    In this follow up to Make Strategy Great Again, Jake shares his process for mapping the customer journey in a self-published tool called: “How to Map the Customer Journey in three simple steps.” I once hiked the Kalalau Trail from Hāʻena State Park to Hanakāpī‘ai Falls, in Kauai with my wife and brother. It was simultaneously the…

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  • Virgin Love for Customer Experience

    June 26, 2014 Jake DiMare

    It has taken me a couple of days to come down from the epic nerdgasm I experienced this past weekend, after using the new Virgin America website. Now that I’ve calmed down a little, and had a chance to organize my thoughts, the first thing I would like to say is: Bravo Sir Richard Branson. Bravo. You…

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