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Digital Touchpoints Physical Touchpoints PR Ratio or TV Word of Mouth Online Display Search Data Paid Content Email Data Landing Page Social Media 3rd Party Direct Mail Store & Branch Agent & Broker Mobile App Websites Web Service Community Twitter/Social Call Center Chat Offer in Invoice Mailing Survey Loyalty Program Email Offer to Customers Customer Journey Map Managed Earned Loyalty Service Purchase Consideration Awareness #RKDESIGN
Customer Journey Map 02 03 04 05 06 01 Awareness • Social, online ads • Search result • Direct mail • Word of mouth • Radio, TV • Print ads (flyer, poster etc.) Consideration • Media • Video • Infographics • Blogs • Recommendation • Reviews Ease of Purchase • Website • Appointments • Locations Service Sector • Native apps • Social messaging • Live chat • Emails • Knowledge base Nurture Loyalty • Offers • Surveys • Blog content • Social media • Emails • Customer service Active Advocacy • Recommendation • Engagement • User content • Review #RKDESIGN
Our target customer or needs Make sure we’re found SEO analytics Think about all cultures Global A new ad space Cloud ads Access anywhere Cloud hosting We need more space Data store But space gets expensive Free storage Upload quickly Fresh files They need to find things File search #RKDESIGN

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