From the course: Advanced Branding (2016)
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Exploring the customer journey
From the course: Advanced Branding (2016)
Exploring the customer journey
- Take a minute and consider something you bought recently. Did you walk into a store and pick out an item on the shelf? Maybe you ordered something from an online website. How many steps were involved in that process? Did you look up a review, search for a coupon? Look at the neighboring products on the shelf? Did you explore the company website? sign up for their newsletter, download a case study? Now think about this from the perspective of your consumer, perhaps they visit your site once and you re-target them with an advertisement or a promoted tweet or maybe even a special offer via email, you get the idea. All of these steps they've taken contribute to what's known as the customer journey. Each of these moments of a customer interaction is a touch point and these touch points are steps in that customer journey. But I want to expand on these touch points even further by really thinking through the customer journey. It…
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