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ThecustomerjourneyFromdiscoverytopurchaseandadvocacy
IDIConference2017
Paris,9-10June2017
LucaPellegriniProfessorofMarke:ng,IulmUniversity,Milan
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Needrecogni?on PurchaseEvalua?on
Postpurchaseevalua?on
Informa?onsearch
Itusedtobesimple…
…andweusedtocallittheconsumerbuyingprocess
• Some?mesitwasjustprocurementofsimpleproducts• Some?mesitwasasearchofcomplexand/orexpensiveproducts• Italwaysimpliedfindingastore
Notanymore
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Bricksorclicksversusbricks&clicks
Ifthebuyingbehaviourisasimpleprocurementprocess,clicksareveryseriouscompe?torsofbricks:theirmaindrawbackisthedeliverycostThisistheworldofFMCGs,ofsupermarketsandbig-boxstoreswhichfightonpriceundertheimpendingmenaceofAmazonandthelikesofit
Ifbuyingmeanssearchingthemarket,theprocessismorecomplexandinvolvesbothbricksandclicksWenowcallitcustomerjourney,leading,wehope,toaromanceofgreatervalueforbothconsumersandtheirsuppliers
Let’slookatit
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Customerjourney
Consumerssearch(surf)themarketonlineandofflineandtocatch(encounter)themandproposeadeal(discourse)brandshavetobepresentinallthepossiblemedia(touchpoints)
! Brandshavetobeomnichannel,alwaysreadytosa?sfytheirdesiresinthedifferentmomentsoftheirjourney
! Theencounterwiththebrandhastobeplannedandcontentprovided
Awareness
Engagement
Purchase Use
Cul?va?on&loyalty
Customerjourneyandbrandexperience
Discovery
Advocacy
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Brandexperience:aques?onoftouchpoints
Inamarketovercrowdedwithcompe?ngoffers,theencounterwithabrandisjustpartofthemanyotherstheconsumerwillmakeinhis/herjourneythroughthewebandthephysicalword
Tointerceptconsumersintheirjourneybrandshaveto:1. mapthejourney2. buildacoherentsystemoftouchpoints3. offervisitorswhattheymaywantineachofthem4. analyzethedatacollectedduringtheencounters
Compe?tors,bloggers,infomediaries,influencers,theirfriends…willaffectthecustomerjourneyandbrandshavetobepresentinasmanypointsaspossible
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Mappingthejourney
Theydifferdependingon:• whoarethetravelers• theproduct(ifany)theyarelookingfor• thesocialframeofthejourney• the?metheyhave• …
Mappingthejourneytellsbrandwheretomeetthetravelingcustomers
Itmaystartonlineandstayonline,ormoveofflineandendthereorbebackonlineonceagain…
Prepurchase
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Organizethetouchpoints
Tradi?onalmediaFairs&
events
CommunityCSR
Socialmedia
Purchase
E-mail&newslebers website
Blogs
Store
Personnel
PackagingPostpurchase
BillingCustomerservice
Loyaltyprograms
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Itusedtobejustgoods(orservices,orboth)onsaleinastore:• acoreassortmentbasedonsomespecializa?on• acomplementaryoffertocrossselloncetheconsumerwasinthestore
Providecontent:esperience
Nowitismorethanthat.Consumersmaywant:• informa?onandknowledge,exper?seandcounselling• entertainmentandplacestointeractwithothers• …and,eventually,tomakeadeal• and,ifithappens,theyshouldbeaccompaniedastheyusetheproduct• tobecertaintheyaresa?sfied,andtostayintouchsotobesuretheywillcomebackinthenextjourney
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• Theencounterswithcustomersareoccasionstolearnandadapttheofferinwhathasbeencalledco-crea?on
Productandprice,placeandpromo?onaredefinedtogether,thesequen?alprocessofonceupona?meisgoneforgood
Collectinforma?onandmeasure
• Touchpointsareasourceofinforma?on:itshouldbecollectedandusedtobuildupacon?nuousimprovementprocess
• Theold4Psofthemarke?ngmixarenowmingledinadiversifiedsetofofferswithahighdegreeofpersonaliza?on
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Alotofhardwork