Retail: Customer Decision Journey
Description
Describes the entire customer journey lifecycle in retail: awareness, consideration, purchase, delivery, use/experience, repeat/loyalty, advocacy—illustrating the implications for omnichannel presence, digital interaction, conversion funnels, and IT touchpoints.
Learning Objectives
Learners will understand and map customer journeys, identify key touchpoints, conversion and retention strategies, and configure IT systems to optimize journey outcomes and customer experiences in their retail projects.
Topics (8)
Explains advocacy program platforms, social integration, referral tracking tools.
Explains the path from pre-purchase to advocacy, emphasizing multichannel/funnel conversion.
Covers online/offline campaigns, SEO, paid digital, social media, and measurement.
Examines technology-enabled research, user content, price comparison, and influencer effects.
Explores cart optimization, digital wallets, One-Click, and abandoned cart recovery.
Considers shipment tracking, digital receipts, customer notifications, and proactive support.
Details support workflows, digital engagement tools, and feedback capture IT.
Covers digital loyalty wallets, point accrual, gamification, and notification engines.