Relationships that the business needs to shape with its customer groups to ensure success and survival
Description
It is crucial to tie customers closer to the business in various ways to reduce the risk of losing them to competitors. It can be about strengthening the feeling of having chosen the right product, or providing good service and support in connection with and after purchase.
Example
The examples are based on a bank card, eg VISA card.
Examples of customer travel in the Buy stage:
- Enter into agreements
- Apply for credit
- Pay
- Get delivery
Examples of customer travel in the Use stage:
- Buy goods in store
- Take part in bonus programs (VISAs)
- Report loss of card
- Follow up personal finances