consumer journey: the point of view of the user en
TRANSCRIPT
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The Consumer Journey
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The Consumer Journey:
the point of view of the User
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Awareness
Frank receives many inputs that can attract his attention stimulating a need
Brand should provide clear messages(Banner, TV, Newspaper..)
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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...)
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Likeability
Frank has to find easily the answer to his need
Brand must create usable online presence (website, portal…)
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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…)
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Purchase
Frank buys and feel satisfied for his choose
Brand should develop an integrated omnichannel approach (shop online, store
offline…)
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Experience
Frank tries the product
Brand should provide materials that help the consumer to use it at the best (video guide,
flyer…)
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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…)
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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…)
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Ownership
Frank wants to be part of the Brand
Brand must provide customize space to listen its customer and fans (loyalty program, customize
product …)
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...to be continued...
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Thanks to:
Frank: the user
Scroccaro.com