Customer Journey Definition Online Touch Point

Awareness : concerns the customer’s awareness of being able to satisfy his need with a specific product;
Familiarity : consists in the ability of a product to be recognized among a range of possibilities on the market;
Consideration : it is the phase in which the consumer is oriented towards a product, seeks information on the intrinsic and extrinsic characteristics and possibly compares them with other products, as well as comparing their price;
Purchase : it is the phase that is completed with the purchase, i.e. the goal that every company sets itself, it is the “goal” that every attacker wants to score.

Loyalty : Represents the Loyalty That the Customer


shows to the product he has bought, if the latter does not betray his expectations. It’s not just about the characteristics of the good/service, but also about after-sales activities, such as assistance service.
This model can no longer be evaluated as reliable (it would be better to use at . Least the one by Avinash Kaushik see think do care ) This is because it considers the customer still too passive with respect to the market; today Hong Kong Mobile Number List the user has a plurality of tools to make his choice of him, just think of the new technologies that fully exploit the potential of the Internet, with which you are always connected, everywhere. As proof of this, interactions take place between online and offline choices , which take shape in 3 different ways:

The online customer journey
ROPO . (research online, purchase offline): the user searches online for . Information on what he intends to buy and then finalizes the purchase in the shop;
Click & Collect : the user carries out searches and concludes the online purchase, after which he collects the product in the store;
Try & Buy : in this last case, the user tries on the product in the Cryp Email List shop (for example a pair of shoes) and then buys it online.
The Customer Journey is more complex than the previous model , it’s like an obstacle course for companies. It is no longer a linear path, but is dotted with interruptions and detours represented by the so-called touchpoints , i.e. elements of contact between the company and the potential customer, present in every phase of the decision-making process.

Online Customer Journey vs. offline

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physical touchpoints (PR, radio, TV, word of mouth, points of sale, call centers, etc.);
digital touchpoints (search and Ads campaigns, blogs, websites, livechats, emails, etc.);
and in:

managed touchpoints , i.e. managed directly by companies (Ads campaigns, landing pages, call centers, points of sale, newsletters, etc.);
unmanaged touchpoints , i.e. made by

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