This PPT slide, part of the 103-slide Complete Guide to Customer-centric Design (CCD) PowerPoint presentation, presents a comparison between the traditional and modern processes of customer experience and purchasing behavior. It emphasizes a significant shift in how customers interact with brands, moving from a linear model to a cyclical one. The traditional process is depicted as a straightforward sequence: Discover, Consider, Evaluate, and Purchase. This model implies a one-way journey with distinct phases, lacking feedback loops that could inform future interactions.
In contrast, the modern process illustrates a more dynamic and iterative approach. Customers now engage in a continuous cycle that includes Discover, Consider, Evaluate, and Purchase,, but with the added nuance that they may revisit earlier stages at any point. This cyclical nature suggests that customer loyalty and purchasing decisions are influenced by ongoing experiences, feedback, and evaluations. Each phase is characterized as a battleground for companies vying for customer attention and loyalty, highlighting the importance of adapting marketing strategies to this new reality.
The slide also notes that this transition is driven by advancements in technology, which have empowered consumers to seek information and make decisions in a more fluid manner. Companies must recognize that the customer journey is no longer a straightforward path, but rather a complex interplay of interactions that can lead back to earlier stages. Understanding this shift is crucial for organizations aiming to enhance customer engagement and retention.
Overall, the insights presented in this slide underscore the necessity for businesses to rethink their marketing approaches and align them with the modern customer experience.
This slide is part of the Complete Guide to Customer-centric Design (CCD) PowerPoint presentation.
This presentation is created by ex-McKinsey, BCG, Deloitte, EY, & Capgemini consultants. It discusses emerging frameworks related to Customer-centric Design, e.g. Customer Journey, Human-centered Design, & Design-driven Culture.
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