Leveraging Social Media across Customer Decision Phases PPT

This PPT slide, part of the 145-slide Digital Transformation Strategy PowerPoint presentation, outlines how social media can be leveraged at various stages of the customer decision journey to enhance marketing effectiveness. It is structured into 4 key phases: Initial Consideration, Active Evaluation, Moment of Purchase, and Post-purchase Experience. Each phase is associated with specific marketing actions that can be taken through social media.

In the Initial Consideration phase, the focus is on Brand Monitoring. This involves tracking social channels for trends and insights that can inform marketing strategies. As customers move into the Active Evaluation phase, the emphasis shifts to Crisis Management and Customer Service, highlighting the importance of responding to consumer comments and addressing any negative feedback promptly.

During the Moment of Purchase, the slide suggests amplifying positive sentiment through Referrals and Recommendations, which can significantly influence buying decisions. The Post-purchase Experience phase is crucial for fostering ongoing engagement, where tactics like Brand Content Awareness and Customer Input come into play. This phase emphasizes the need for brands to maintain a dialogue with customers to encourage loyalty and advocacy.

The slide also hints at a Continuation of Evaluation, suggesting that customer engagement should not end after the purchase. Instead, ongoing interactions can lead to targeted deals and offers, enhancing customer satisfaction and driving repeat business.

Overall, the slide serves as a strategic guide for utilizing social media effectively across the customer journey, emphasizing the need for adaptive marketing responses tailored to each phase. This approach can help organizations not only meet customer expectations, but also drive long-term brand loyalty.

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Digital Transformation Customer Experience Business Transformation Cyber Security Customer Service Digital Transformation Strategy Customer Decision Journey Crisis Management Customer Satisfaction Customer Journey Feedback