CJM of Shopping Annenkova M Borovik M

Зарегистрируйтесь, чтобы просмотреть полный документ!

CJM of Shopping Annenkova M. , Borovik M. , Savelievа Y. , Skryabin S. , Bolychev N.

Aim and objectives Aim • Find out customers’ insights in the process of buying products online Objectives • Reveal touch points by customer journey map • Define customer’s actions and thinking-feeling insights • Form the whole map by buying products online

Respondents Age Sex City Profession 18 -25 Male, female Moscow Students

Method – in-depth interview 4 in-depth interview Easier to reveal customer`s insights and estimate customer`s willing to buy products online

• Choice of the shop Stage 2 • Buying products Stage 1 • At home after courier delivery Stage 3 Stage 4 • At home after customer pickup in the shop • After the receiving of goods Stage 5

Stages Choice of the shop Buying products At home after courier delivery At home after customer pick-up in the shop After the receiving of goods Customer journey Touch points Doing Thinking Feeling • Internet • Search in the internet • Google, Yandex Web-sites of shops • The most important factors are price and location • The possibility of getting discounts • I like to order online, it safes the time • I like getting discounts • Internet • Buy online by credit card or after all. , pay by cash • Prefer shops with discounts • I dislike when the prices are too high or there is gap in delivery – a courier is no on time • At home • At the office • Mostly receive products in a few hours • It is a good idea to have a pay Pal, cash machine with courier • I like to buy washing staff, food, drinks and etc. I like when a courier smiles at you and he is polite • Pick-up place • Shop • Usually choose the nearest pickup point • Service • Feedback facilities • Quite often people recommend the good online shop to the friends • If the shop is disliked people complain to friends • Customers prefer clear packaging, big package, check -list and additional staff (free candies, advertising and promotion things inside a bag) • In my opinion the perfect online shop should have convenient web-site, different ways of delivery goods, good packaging and quality facilities and has special discounts • I dislike when it’s too expensive I dislike when there is no opportunity to take order by myself • If I like the shop I will revisit it • Perception of the online –shops website and delivery services influence on the impression of buying products

Скачать презентацию CJM of Shopping Annenkova M Borovik M

Shopping project_service company.pptx

Количество слайдов: 6