Omnichannel Workshop

Customer loyalty in the Digital Age

The session demonstrates the insights and key points of the book ‘Customer Loyalty in a Digital Age’ (‘Trouwe klanten bestaan wél’, Van Duuren Media sept. 2018). In the book the tools of UX, the concepts of content marketing and the Jobs to be Done framework of innovation are combined in one issue: the real problem of customers. Business owners and marketers get crystal clear insights and priorities for their budgets and platforms.

This focus ultimately delivers loyal customers. Practical cases and examples demonstrate the key points.

The workshop will learn participants not only these key points, but also the road to developing a Customer Loyalty Canvas. This canvas, which has been used in digital projects for the past 6 years, helps multidisciplinary teams delivering real value to customers. It can also be described as the perfect sprint 0 – it provides the groundwork for prioritising the backlog in agile development cycles.


What you’ll learn

  • How to prioritise agile development for customer value
  • The power of combining concepts from UX, content marketing & innovation
  • A new perspective on adding value for your customer
  • A new view on customer loyalty