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The Customer Decision Journey is a framework developed by McKinsey & Co. The management consulting firm developed this framework based on research of the purchase decisions of almost 20,000 consumers across 5 industries and 3 continents.

The Customer Decision Journey captures the changing behavior in consumer purchasing and experience from a linear process (with few touch points) to a continuous, circular process (with constant touch points). This shift is largely driven by emerging technologies, such as Social Media, Mobility, and Internet of Things (IoT).

This presentation provides an overview of the Customer Decision Journey, as well as how your Social Media Strategy should be designed, as it relates to the Customer Decision Journey.

This deck is an excerpt from our more comprehensive framework, Digital Transformation Strategy.

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Source: Customer Decision Journey and Social Media Strategy PowerPoint document

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Customer Decision Journey and Social Media Strategy

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Tag(s): Customer Experience Digital Transformation Social Media Customer Decision Journey Customer Journey

Number of Slides: 16 (includes cover, transition slides)

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Upload date (first version): Jun 16, 2016






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