Customer decision journey ppt powerpoint presentation diagram lists

Description:

The image showcases a PowerPoint slide depicting the "Customer Decision Journey," a model that maps out the stages a customer goes through before making a purchase decision.

The slide includes the following elements:

1. Initial Consideration Set: 

This stage is where consumers hold preferences and preconceived ideas, often leading to rapid research and exploration, done at home or on the move through mobile devices.

2. Trigger: 

This is the emotional spark that begins the customer's journey, influenced by direct and indirect messages, friends, word of mouth, etc., not necessarily related to brand advertising.

3. Zero Moment of Truth (ZMOT): 

At this stage, consumers add or subtract brands from their consideration set after conducting online research, reading reviews, and browsing on social media.

4. First Moment of Truth: 

Here, consumers create a shortlist of products after the evaluation phase, reviewing them online or in-store, possibly doing both simultaneously.

5. Second Moment of Truth: 

This happens during the unwrapping, unboxing, and usage of the product, where the customer's experience can influence future purchases and share brand impressions.

6. Purchase Decision: 

The moment of purchase and the associated experience is crucial to how the consumer feels about the brand and retailer before consumption takes place.

Use Cases:

This customer journey framework is versatile and can be utilized in various industries for strategic marketing, sales planning, and customer experience enhancement:

1. Retail:

Use: Shaping in-store and online customer experiences.

Presenter: Retail Strategist

Audience: Marketing teams, store managers

2. E-commerce:

Use: Enhancing online shopping platforms.

Presenter: E-commerce Manager

Audience: Web developers, UX designers

3. Consumer Electronics:

Use: Crafting product launch strategies.

Presenter: Product Manager

Audience: Sales teams, retail partners

4. Automotive:

Use: Designing the car-buying journey.

Presenter: Marketing Director

Audience: Dealership staff, sales agents

5. Real Estate:

Use: Managing buyer's journey in property purchase.

Presenter: Real Estate Developer

Audience: Sales consultants, agents

6. Healthcare:

Use: Patient journey mapping for services.

Presenter: Healthcare Administrator

Audience: Medical staff, patient care coordinators

7. Financial Services:

Use: Customer journey for financial product adoption.

Presenter: Financial Advisor

Audience: Clients, sales personnel