Published on June 27, 2014
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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