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Customer Service Map.pptx
- 1. STAGE AWARENESS INTEREST DESIRE ACTION Customer Activities Contemplating fitness and Health- thinking about activewear, sports apparel, online advertisements Researching Online- identification and comparison of Alternatives Learning about various brands, categories, and features Visiting sportchek.ca, browsing through the website Using the search tab to look for women’s tights Reading product description and reviews Choosing a specific color and size (M) Adding the product to the shopping cart Proceed to checkout, adding address, selecting payment options Placing an order Customer Goals No specific goals Look for high- quality athletic tights Find and select the most suitable option Browsing the website- sportchek.ca, examining deals and special offers Find the right women’s tights- “Under armour women’s heat gear leggings” Gain insight about the product's quality and fit Get inspired to adopt a health- centric lifestyle Choosing to stay fit and healthy Receive product swiftly and when needed Order effortlessly Touchpoints Web search, social media, Paid advertisements Web search, social media, word of mouth Third party cookies, email marketing Website – sportchek.ca or sportchek app Website or app through PC /phone/tab, feedback form Website or app, phone, email, service form, feedback tab Website or app, phone, email, service form, feedback tab Website or app, get help regarding refund/returns via customer service (call or fill a form), phone or email Delivery service, packing, messages (email, call, SMS) Order confirmation Email or SMS, feedback form Emotions Barriers Lack of awareness, Lack of initial desire to purchase, Resistance to seek information Unsure whether to choose a hi-tech or a standard product, uncertain about the brand Under Armour, Nike, and Reebok have been narrowed down; price factors must be considered. Busy website, too much information Not too many alternatives or colours, only darker colours available Product rating is 3/5 and some reviews are critical Concerns about size and fit Price point is high at $59.99, shipping takes 5-7 days Checking delivery, too much information to fill, reading about Triangle benefits, Email verification required Payment from third party site, No discount, shipping cost ⬤ ⬤ ⬤ ⬤ ⬤ ⬤ ⬤ ⬤ ⬤ ⬤