SlideShare a Scribd company logo
1
Mapping the Customer Journey
Quantifying Paid, Owned & Earned Media across the Path-to-Purchase
2
Mapping the Customer
Journey
3Relationships within a Paid, Owned and Earned marketing
ecosystem
Media
Communications
Recall
Health-Brand
Total Brand
Awareness
Health-Brand
Familiarity
Health-Brand
Purchase
Consideration
Likelihood to
Recommend
Health-Brand to
family & friends
Positively Engaged
Social Media Chatter
for Health-Brand
(SEITM)
Nielsen Retail
Sales Volume for
Health-Brand
Health-Brand
Web Traffic
Data based on waves of research (appendix 3 )
OWNED
MEDIA
In this second model we have
introduced web traffic, social
voice of the customer (SEITM)
and total retail sales for
Health-Brand (all forms).
Path to Purchase Model
Health-Brand
Experiential and
Image Attributes.
3
4
Health-Brand
SPONTANEOUS
BRAND
AWARENESS
TV/CINEMA
RADIO
SAMPLING &
TRIAL
INTERNET
DISPLAY
OUTDOOR
PRINT
Fabulous
Teaser
Why Choose
Ordinary
Health-Brand
FAMILIARITY
Health-Brand
CONSIDERATION
LIKELIHOOD TO
RECOMMEND
Health-Brand TO
FAMILY AND
FRIENDS
Nylon
Makeover
ONE
Makeover
TWO
IN-STORE
Kita’s
corner
Media
Recall
Communications Recall Brand
Awareness
Protection I
Trust
Keep you
drier
Keep you
smelling
fresh
Gentle on
your skin
Makes you
feel more
comfortable
Designed for
best
Protection
Has
attractive
Packs
Effectively
absorbs fluid
Suits your
lifestyle
Good Value
Fabulous
CoCo
SOCIAL MEDIA
MOBILE
MXIT
Brand
Familiarity
Brand
Consideration
Brand
Recommendation
0.12
0.11
0.15
0.13
0.08
0.05
0.19
0.32
0.54
0.58
0.50
0.46
0.43
0.04
0.17
0.10
0.03
0.18
0.17
0.43
0.14 0.41 0.21
0.13
Intrinsic brand
attributes
Extrinsic brand
attributes
0.83 0.82 0.84 0.82 0.78
0.79 0.63 0.79 0.78 0.11
Outdoor = Billboards, Posters and Taxi Rank advertising
Print = Magazines, newspapers, broadsheets, promo pamphlets
0.72
Model n = 3381 (Includes 2012, 2013 & 2014 Femcare Sample)
Health-Brand Sales Funnel SEM: Consumer Journey Phase 1 Health-Brand
Start Here
Creative Scores
5
Health-Brand
TOTAL BRAND
AWARENESSDigital Media
Recall
Offline Media
Recall
Health-Brand
FAMILIARITY
Health-Brand
CONSIDERATION
LIKELIHOOD TO
RECOMMEND
Health-Brand TO
FAMILY AND
FRIENDS
Communications
Recall
Brand
Awareness
Gives me
confidence
Protection I
Trust
Keep you
feeling drier
Keeps you
smelling
fresh
Makes you
feel more
comfortable
Absorbs fluid
Fashionable
brand
Designed for
best
protection
Attractive
Packaging
Good Value
Brand
Familiarity
Brand
Consideration
Brand
Recommendation
0.33
0.77
0.40 0.28 0.98
0.61
Intrinsic brand
attributes
Extrinsic brand
attributes
0.99 1.00 0.98 1.00 0.97
0.99 0.96 1.00 1.00 0.63
Offline= Billboards, Posters, Taxi Rank advertising, Magazines, newspapers, broadsheets, promo pamphlets, Stokvels, Clinics, School sampling, sampling and school presentations, Radio, TV and Cinema
Digital=Internet, Mobile, Social Media (Facebook/Twitter)and MXIT
Health-Brand Sales Funnel SEM Phase 2: Consumer Path to Purchase
0.62 Health-
Brand Retail
Sales
Volume
Social Media
Voice of the
Customer *
Health-Brand
Retail
Sales Volume
0.74 Positively engaged
social media chatter
0.39
0.33 0.32 0.05
0.04
0.79 0.55
POS SEI:
Menstruation
Experience
POS SEI: Periods
& Birth Control
POS SEI:
Information/
Help
POS SEI:
Product Form,
PADS
POS SEI:
Product
colour/design
Health-Brand Web
Traffic
0.76 0.21
0.89
Start Here
OWNED
MEDIA
6
Forward
• Understanding the customer journey and the customer’s path-to-purchase
is critical for generating an enlightened marketing strategy.
• Using Structural Equation Modeling (SEM), we are able to derive a blue-
print of “how things work” across the entire purchase funnel, from initial
media recall to brand awareness, familiarity, purchase consideration,
brand recommendation and product purchase.
• In so doing we are able to quantify the impact and how paid, owned and
earned media affect the key touch-points along this journey and the path-
to-purchase and the degree of impact on each of these stages.
7
EMEA Office:
110 Durham Rd Bradford
West Yorkshire BD8 9HT
40917572, +91 80 40916116
ma@bottomlineanalytics.com
Contact Us US Office:
Suite 100, 1780 Chadds Lake Dr, NE
Marietta, Georgia, 30068-1608
Atlanta, USA
mjw@bottomlineanalytics.com

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SEM and Customer Journey Maps

  • 1. 1 Mapping the Customer Journey Quantifying Paid, Owned & Earned Media across the Path-to-Purchase
  • 3. 3Relationships within a Paid, Owned and Earned marketing ecosystem Media Communications Recall Health-Brand Total Brand Awareness Health-Brand Familiarity Health-Brand Purchase Consideration Likelihood to Recommend Health-Brand to family & friends Positively Engaged Social Media Chatter for Health-Brand (SEITM) Nielsen Retail Sales Volume for Health-Brand Health-Brand Web Traffic Data based on waves of research (appendix 3 ) OWNED MEDIA In this second model we have introduced web traffic, social voice of the customer (SEITM) and total retail sales for Health-Brand (all forms). Path to Purchase Model Health-Brand Experiential and Image Attributes. 3
  • 4. 4 Health-Brand SPONTANEOUS BRAND AWARENESS TV/CINEMA RADIO SAMPLING & TRIAL INTERNET DISPLAY OUTDOOR PRINT Fabulous Teaser Why Choose Ordinary Health-Brand FAMILIARITY Health-Brand CONSIDERATION LIKELIHOOD TO RECOMMEND Health-Brand TO FAMILY AND FRIENDS Nylon Makeover ONE Makeover TWO IN-STORE Kita’s corner Media Recall Communications Recall Brand Awareness Protection I Trust Keep you drier Keep you smelling fresh Gentle on your skin Makes you feel more comfortable Designed for best Protection Has attractive Packs Effectively absorbs fluid Suits your lifestyle Good Value Fabulous CoCo SOCIAL MEDIA MOBILE MXIT Brand Familiarity Brand Consideration Brand Recommendation 0.12 0.11 0.15 0.13 0.08 0.05 0.19 0.32 0.54 0.58 0.50 0.46 0.43 0.04 0.17 0.10 0.03 0.18 0.17 0.43 0.14 0.41 0.21 0.13 Intrinsic brand attributes Extrinsic brand attributes 0.83 0.82 0.84 0.82 0.78 0.79 0.63 0.79 0.78 0.11 Outdoor = Billboards, Posters and Taxi Rank advertising Print = Magazines, newspapers, broadsheets, promo pamphlets 0.72 Model n = 3381 (Includes 2012, 2013 & 2014 Femcare Sample) Health-Brand Sales Funnel SEM: Consumer Journey Phase 1 Health-Brand Start Here Creative Scores
  • 5. 5 Health-Brand TOTAL BRAND AWARENESSDigital Media Recall Offline Media Recall Health-Brand FAMILIARITY Health-Brand CONSIDERATION LIKELIHOOD TO RECOMMEND Health-Brand TO FAMILY AND FRIENDS Communications Recall Brand Awareness Gives me confidence Protection I Trust Keep you feeling drier Keeps you smelling fresh Makes you feel more comfortable Absorbs fluid Fashionable brand Designed for best protection Attractive Packaging Good Value Brand Familiarity Brand Consideration Brand Recommendation 0.33 0.77 0.40 0.28 0.98 0.61 Intrinsic brand attributes Extrinsic brand attributes 0.99 1.00 0.98 1.00 0.97 0.99 0.96 1.00 1.00 0.63 Offline= Billboards, Posters, Taxi Rank advertising, Magazines, newspapers, broadsheets, promo pamphlets, Stokvels, Clinics, School sampling, sampling and school presentations, Radio, TV and Cinema Digital=Internet, Mobile, Social Media (Facebook/Twitter)and MXIT Health-Brand Sales Funnel SEM Phase 2: Consumer Path to Purchase 0.62 Health- Brand Retail Sales Volume Social Media Voice of the Customer * Health-Brand Retail Sales Volume 0.74 Positively engaged social media chatter 0.39 0.33 0.32 0.05 0.04 0.79 0.55 POS SEI: Menstruation Experience POS SEI: Periods & Birth Control POS SEI: Information/ Help POS SEI: Product Form, PADS POS SEI: Product colour/design Health-Brand Web Traffic 0.76 0.21 0.89 Start Here OWNED MEDIA
  • 6. 6 Forward • Understanding the customer journey and the customer’s path-to-purchase is critical for generating an enlightened marketing strategy. • Using Structural Equation Modeling (SEM), we are able to derive a blue- print of “how things work” across the entire purchase funnel, from initial media recall to brand awareness, familiarity, purchase consideration, brand recommendation and product purchase. • In so doing we are able to quantify the impact and how paid, owned and earned media affect the key touch-points along this journey and the path- to-purchase and the degree of impact on each of these stages.
  • 7. 7 EMEA Office: 110 Durham Rd Bradford West Yorkshire BD8 9HT 40917572, +91 80 40916116 ma@bottomlineanalytics.com Contact Us US Office: Suite 100, 1780 Chadds Lake Dr, NE Marietta, Georgia, 30068-1608 Atlanta, USA mjw@bottomlineanalytics.com