2. CUSTOMER DISCOVERY PATH
GRAPH
The customer discovery path is: where, when, how to create the will to
purchase for the customer so in this case to book an hotel.
As you can see on this graph it can be very diverse:
- through reviews on the internet for instance on Tripadvisor,
- through likes of your friends on a facebook page,
- through an ad on TV or radio…
3. DIGITAL TOUCHPOINTS FOR
CUSTOMER ENGAGEMENT
As we can see on Morgan Hotels Website, the brand is
deeply committed to customer engagement.
They use many different social media to interact with
their customers, in order to get more visibility and
also to create a community around the brand:
- Facebook - Google +
- Twitter - Tumbler
- You Tube - Pinterest
- Instagram
4. LIKELY CUSTOMER
DISCOVERY PATH
• A customer is looking at the newsfeed of his friends on Facebook to
see their recent activities
• He will see that one of his friends liked the page of Morgan Hotels
Group and wrote a positive comment on the wall of the brand
• He will be interested to see the official brand page on Facebook
• He might eventually click on the
link to the direct website of
Morgan Hotels Group
