Illustrates the importance of optimizing each and every touchpont with your customer to make them a brand champion

1. The Road to Brand Advocacy

2. Brand Touchpoints
Advocacy
Awareness Knowledge Consideration Selection Satisfaction Loyalty
Pre-Purchase Purchase Post-Purchase
all communications, cumulative experiences that form perceptions
many at each phase, pre-purchase, purchase, & post-purchase
must deliver remarkable experiences at each touchpoint

3. Pre-Purchase Phase
Consideration
Awareness Knowledge
all experiences prior to deciding
shape perceptions and expectations that drive relevance
refine touchpoints to drive prospects to consider you

4. Purchase Phase
Selection
purchasing and initiating a brand relationship
maximize value and instill confidence about the decision
instill trust by demonstrating that your offering is better

5. Post-Purchase Phase
Satisfaction Advocacy
Loyalty
delivering on your brand promise
exceeding usage expectations
increasing brand loyalty and advocacy

6. Conversion
At every conversion point from Awareness to Advocacy
Conversion Point Conversion Point Conversion Point Conversion Point Conversion Point Conversion Point
Advocacy
Awareness Knowledge Consideration Selection Satisfaction Loyalty
Pre-Purchase Purchase Post-Purchase

7. The Only Goal
Advocacy

8. Our time is free...

9. Our ideas
are your investment!