The new Customer Journey will

[fomayof928@mowline]

In the so-called “funnel” process , the number of customers decreases between one phase and the next and the main influence on the purchasing phase comes from the touch points controlled by the companies. Today, however, in light of the changes introduced by digital innovation, this model appears obsolete and ineffective. This is why a review operation is needed to make it more current. What is Customer Journey Map? According to Philip Kotler (one of the world's leading experts in marketing strategies), today, in the era of connectivity, this linear model of the four A's requires an update that takes into account the main changes: if in the pre-connectivity era the individual customer formed an opinion about a brand, today the initial appeal of a brand is influenced by the community surrounding the customer and it is precisely this that determines his final behavior.


The new Customer Journey will therefore have to take this belgium phone number list social influence into account; If in the pre-connectivity era, brand loyalty was identified with repeated purchases of the same brand, in the connectivity era, loyalty takes on a new face: it manifests itself in the customer's willingness to recommend a brand to other people ; To learn about brands, today's customers build ask-and-advocate relationships (search and word of mouth): they search online for information about a brand, precisely from those who already know it and have purchased it .


The new Customer Journey model AWARE (discovery) APPEAL (attractiveness) ASK (search) ACT (action) ADVOCATE (word of mouth) Customer Journey: The Customer Journey in the Digital Age. From AIDA to the 5 Cs AWARE (discovery) In this stage, customers are passively exposed to a wide range of brands through past experiences, marketing communications, and/or recommendations from other people. If a consumer has had previous experiences with a brand, they will tend to remember and recognize it.