Customer journey with objectives needs feelings barriers

Description:

The image displays a PowerPoint slide titled "Customer Journey with Objectives Needs Feelings Barriers," which outlines the stages of a customer's interaction with a brand or product, focusing on objectives, needs, feelings, and barriers within each stage. The journey is divided into four stages:

1. Attract: The objectives are to trigger a need, remind or recognize a problem, and address a pain point. The customer may feel anxious, defensive, distracted, or hopeful. Barriers at this stage include relevance, trust issues, fear, acknowledgment, time, convenience, and distraction.

2. Interact: This stage involves understanding the need, where the customer might not know what they don't know, requires a drawn scenario, or has questions. Feelings could be ambivalent, curious, guarded, or open. Barriers here include style, approach, language, expectations, time, and knowledge of the client.

3. Engage: Providing solutions is key here, which means dealing with the immediate need, being relevant, personalizing the service, and partnership, and ensuring privacy/trust. Customers may feel interested, frustrated, excited, or good. The barriers could be literacy, risk tolerance, convenience, time, and commitment.

4. Convert: The final act stage, where the objective is to clarify, validate, satisfy, and deal with reality. The ideal customer feelings are resolved, loyal, and confident.

Use Cases:

This slide can be used in various industries for different purposes:

1. E-commerce:

Use: Enhancing online shopping experience and customer satisfaction.

Presenter: Marketing Manager.

Audience: Sales team, web developers.

2. Automotive Sales:

Use: Streamlining the car-buying experience from attraction to purchase.

Presenter: Sales Director.

Audience: Sales consultants, marketing team.

3. Healthcare Services:

Use: Improving patient engagement and care delivery.

Presenter: Healthcare Administrator.

Audience: Medical staff, patient care coordinators.

4. Real Estate:

Use: Guiding potential buyers through the property purchase process.

Presenter: Real Estate Agent.

Audience: Homebuyers, real estate investors.

5. Technology Products:

Use: Launching new products and guiding customers to purchase.

Presenter: Product Manager.

Audience: Customers, tech enthusiasts.

6. Financial Services:

Use: Explaining different financial products and converting leads.

Presenter: Financial Advisor.

Audience: Potential clients, investors.

7. Hospitality and Travel:

Use: Enhancing the booking experience and customer journey.

Presenter: Travel Consultant.

Audience: Travelers, tourism stakeholders.