15 Feb Journey map of Ikea The Buyer’s Perspective (Persona Above) The Presale How does the customer become Aware of options? What do they Consider? The Sale After the customer has sele
Journey map of Ikea
The Buyer’s Perspective (Persona Above)
The Presale
How does the customer become Aware of options? What do they Consider?
The Sale
After the customer has selected their purchase what occurs through the purchase process?
Post Sale
After the sale how does the customer demonstrate satisfaction, loyalty, and advocacy?
Customer and Business Goals
What does the customer want to achieve at each step in the buying journey?
What is the Business trying to achieve at each step in the customer’s buying journey?
Customer Touchpoints and Experience
What are the customer touchpoints for this purchasing scenario?
What is the customer’s thinking and feeling at each touchpoint?
Pain Points and Business Opportunities
Where did things go wrong?
How can the business improve the customer journey?
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