Consumer Journey Mapping: Key Stages & Insights for Brands

CONSUMER JOURNEY MAP Student Name Course Name Professor Name Institute Name City Name Date

TABLE OF CONTENTS • Introduction • Stages Chart • Pain and Gain Points • Customer Journey Map • Personal Reflection • Customer Analysis • References 2

INTRODUCTION  The Customer Journey Map is a practical method for learning about your client's wants, hesitations, and problems.  If you want to wow your customers, you need to ensure they have a uniform and stress-free experience across all your channels and touchpoints (Salazar, 2022). 3

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PAIN POINTS  Restrictions with iOS  High maintenance cost  Battery Life  Price GAIN POINTS  Sense of security  Reliability  User Friendly  Better Apps 5

6 Stages Activities Feelings and Needs Potential areas Awareness The motivations, requirements, and ideas that led me to want an apple iPhone 13 were all uncovered. As soon as I finish using one Apple product, I have the itch to run out and get another one. I cannot wait to upgrade my current phone. There must be an accessible, low-priced option. approval level Consideration To evaluate the same phone, I research internet forums and dissect customer surveys. To help me make a final choice, I will talk to my friends and family for their input. Fear or trepidation: Maintaining stringent requirements for several aspects of phone quality is crucial. Time management Purchase I next went to the Apple online shop and the Apple website to see what deals were offered and how user- friendly the interface was. Need: To get my hands on things that are as high-quality as they get. Inquisitiveness and alertness Considering both price and quality while selecting a new mobile device. Service At this stage, my conversation with salespeople may leave them confused and conflicted. I agonized and was relieved to find the best and most functional mobile device. Point sustenance Loyalty I have started using the Apple iPhone 13 and May eventually get in touch with the Apple Store's customer service department for further assistance. I must meet deadlines to be successful and content in my personal and professional life. Open link

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PERSONAL REFLECTION  After having such a positive experience with my iPhone 11 las, I was eager to upgrade to the latest model, the iPhone 13.  I first went to Apple's official website to learn more about the iPhone 13's specs and design, and then I went to Google to read reviews and see how other people rated the iPhone 13.  While using and showing off the device, I put it through its paces to ensure that it did not suffer from the same dead-pixel issues that plagued my last iPhone.  This is why I think the iPhone 13 is ideal. 8

CUSTOMER ANALYSIS  Consumers' ability to make high-effort, thought-based choices based on their emotions indicates that some businesses have the power to evoke positive emotions in their customers, such as happiness, love, and exhilaration.  This is to say, if a customer has a good association with a particular brand due to prior purchases, they are more likely to make another purchase from that brand than from an unfamiliar brand.  Because he was already acquainted with the iPhone, trusted the Apple brand, and felt both confident and proud while using it, the iPhone was the only smartphone he considered purchasing when he reflected on his decision to upgrade. 9

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REFERENCES • Mu, J. and Zhang, J.Z., 2021. Seller marketing capability, brand reputation, and consumer journeys on e-commerce platforms. Journal of the Academy of Marketing Science , 49 (5), pp.994-1020. • Salazar, K. (2022). 7 Ways to Analyze a Customer-Journey Map. Retrieved 18 September 2022, from https://www.nngroup.com/articles/analyze- customer-journey-map/ 10

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Order ID 377745616 Customer Journey-1

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