Mapping the Mobile Customer Journey: Key Phases PPT

This PPT slide, part of the 26-slide Mobile Customer Journey and Experience Design PowerPoint presentation, outlines a framework for understanding the Mobile Customer Journey, segmented into 4 distinct phases: Pre-Commerce, Commerce, and Post-Commerce, with a focus on the Formulation phase. Each phase is designed to highlight potential mobile touchpoints that influence consumer behavior.

The Formulation phase includes 3 key steps: Awareness, Consideration, and Advocacy. These steps illustrate how consumers initially become aware of a product or service, evaluate their options, and ultimately advocate for their choices. This phase is critical as it sets the foundation for customer engagement and loyalty.

The Pre-Commerce phase emphasizes Evaluation, where consumers assess their options before making a purchase. This is a pivotal moment in the journey, as it can significantly impact conversion rates. The Commerce phase is straightforward, centering around the Purchase decision, which is the culmination of the previous phases.

Post-Commerce focuses on Customer Experience and Customer Loyalty, indicating that the journey does not end with a purchase. Instead, it continues as brands strive to maintain customer relationships and encourage repeat business.

The slide also suggests a comparison with the McKinsey Customer Decision Journey, hinting at a broader context for understanding customer behavior. This model serves as a strategic tool for organizations looking to enhance their mobile engagement strategies. By mapping out these phases, businesses can identify critical touchpoints and optimize their customer interactions throughout the journey.

This slide is part of the Mobile Customer Journey and Experience Design PowerPoint presentation.

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Digital Transformation Customer Experience Mobile Strategy Customer Decision Journey Customer Loyalty Customer Journey Consumer Behavior

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