Consumer Journey: the point of view of the user EN

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Information about Consumer Journey: the point of view of the user EN
Business

Published on June 27, 2014

Author: andrscro

Source: slideshare.net

Description

what is customer journey? Reach the consumer starting from their needs

thanks to Frank that decided to be the protagonist
created by Andrea Scroccaro http://www.scroccaro.com
disegnato da Michele Bizzi http://www.studiobizzi.it

Awareness
Research
Likeability
Consideration
Purchase
Experience
Activation
Retention
Ownership

The Consumer Journey

The Consumer Journey: the point of view of the User

Awareness Frank receives many inputs that can attract his attention stimulating a need Brand should provide clear messages(Banner, TV, Newspaper..)

Research Frank looks for more informations on what has sparked his interest to solve his need Brand should be found (Search engine on mobile, desktop...)

Likeability Frank has to find easily the answer to his need Brand must create usable online presence (website, portal…)

Consideration Frank take in consideration a service or a product to solve his need Brand should provide all the material useful for a choice (product page, technical features…)

Purchase Frank buys and feel satisfied for his choose Brand should develop an integrated omnichannel approach (shop online, store offline…)

Experience Frank tries the product Brand should provide materials that help the consumer to use it at the best (video guide, flyer…)

Activation Frank wants to share his opinion Brand should provide place where the customers can interact with other to share experiences and suggestions (review, video review…)

Retention Frank wants to be the first priority for the company in the case of need Customer should develop multichannel customer service and incentive the registration to give a personalize service (chat, VIP customer care…)

Ownership Frank wants to be part of the Brand Brand must provide customize space to listen its customer and fans (loyalty program, customize product …)

...to be continued...

Thanks to: Frank: the user Scroccaro.com

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