CUSTOMER JOURNEY LAYERS

BrightVessel.com

STAGES Awareness Consideration Acquisition Service Loyalty

Wants to
send shoes Receive
Lands on the Carries out Waiting for Uses $10

STEPS
Wants to buy Clicks ad to Browses in Goes through Waiting for Receives Tries on shoes back - But Waiting for newsletter for
Thank You Calls Hotline return returns Gives rating coupon for
new shoes landing page e-Shop Checkout the Package Package - Do not fit does not credit evaluation
page process confirmation new purchase
understand campaign
the process

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DEPARTMENTS
Marketing / Online Marketing

Design / Editorial

e-Shop Management

Customer Management 10
Product Management

Accounting 22 23 15
Legal

Paid Service Providers

Logistics Service Providers

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