Customer Journey Map- Hypothetical D2C Brand

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Recommend
Goal Create high Establish product Create a superior Enhance repeat Generate positive
visibility online superiority and product and rates and AOV reviews and
and make the brand usage experience ratings from
brand easy to differentiation current users
search/find
Touchpoints Google Search, Social Product CRM, Loyalty Social Media,
SEO/SEM, Social Media/Video experience, Programs, Cross- Brand Website,
Media, PR, Brand campaigns, Packaging, Order selling Amazon and
Website, Amazon Performance/ fulfillment, App other online
and other online Influencer experience marketplaces
marketplaces Marketing,
Ratings/Reviews
Consumer ‘Here’s a brand ‘This brand ‘This brand ‘I want to keep ‘I want to
Response that looks promises to be delivers on its using and buying recommend this
interesting .’ better. I must promise. I am more from this brand to others .’
check it out.’ delighted.’ brand.’
Gaps Poor Organic Low authenticity Speed of delivery Low returns from Less advocacy on
Search Rankings of influencers loyalty programs social media