Critical Questions for Mapping Mobile Customer Journeys PPT

This PPT slide, part of the 26-slide Mobile Customer Journey and Experience Design PowerPoint presentation, focuses on the initial phase of mapping the customer journey specifically for mobile customers. It emphasizes the importance of understanding mobile customer behavior to enhance loyalty and advocacy. Three critical questions are presented to guide this mapping process.

The first question addresses the various touchpoints customers engage with throughout their journey, from formulation to post-commerce. It highlights the need to analyze frequency and duration of interactions. The example of Intuit illustrates how longitudinal research can reveal that customers often spend significant time in pre-commerce stages, which is crucial for informing product development and marketing strategies.

The second question delves into how customers utilize each touchpoint during their purchase decision cycle. It stresses the importance of understanding the actions completed at each step. Orbitz is cited as a case study, employing focus groups and research methods to gain insights into mobile usage patterns. This approach helps in refining product offerings based on actual customer behavior.

The third question explores the devices customers use to transition from awareness to advocacy. It reveals surprising statistics about online shopping habits, noting that a significant portion of shoppers use mobile devices comparably to computers. This insight underscores the necessity for businesses to adapt their strategies to accommodate mobile usage.

The slide concludes with a striking statistic: only 25% of companies have mapped their customer mobile journey. This serves as a call to action for organizations to prioritize this mapping process to better understand and serve their mobile customers.

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 Journey Product Development

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