Mapping Digital Consumer Journey Report

Added on - 12 Oct 2019

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Running Head: MAPPING CONSUMER DIGITAL JOURNEYMAPPING CONSUMER DIGITAL JOURNEY[Document subtitle]
MAPPING CONSUMER DIGITAL JOURNEY1ContentsIntroduction.................................................................................................................................................2Background............................................................................................................................................2Industry..................................................................................................................................................2Target market........................................................................................................................................3Purchase process.........................................................................................................................................3a.Problem/recognition......................................................................................................................3c.Evaluation......................................................................................................................................4d.Purchase decision...........................................................................................................................4e.Post purchase behavior.................................................................................................................5Mapping the digital journey........................................................................................................................5Critical analysis of the customer experience...............................................................................................6Recommendation........................................................................................................................................6
MAPPING CONSUMER DIGITAL JOURNEY2IntroductionThe report contains the analysis of the mapping of digital consumer journey while buying amen's product or service (men’s casual T-shirt) from the company i.e. "Next Direct Australia."BackgroundNext Direct is the famous brand of the Australia which has been chosen for analyzing themapping of the digital journey of the consumer while purchasing the men’s product and clothsrelied on the services which the company provides online. Since the commencement of thecompany, it offers various products like shirts, jackets, hoodies, accessories, shoes, etc. for menand women and the company also offers products for the new born babies and the kids till theage of 16. The products for the kids are label boys and girls, sleep suits and bags, chalkboard,etc. The Next Direct is different from the other companies which provides online services as itprovides products for the new born babies and the kids till the age of 16. The company providesstandard delivery of the products as it promises to deliver the products within 3 to 5 workingdays("Women's, Men's & Children's Clothing | Next: Australia," 2016). The concept ofproviding online services and products is very unique. The competitions of the Next Direct areCity Beach and ASOS. The company provides products and services to almost all the locationsin Australia. The services of the Next Direct are very effective and efficient, and the consumersget completely satisfied with the products. None of them complaints about the delivery of theproducts. The company has the advanced development of the technology which is flexible innature. The customers are more comfortable in placing the orders with the help of theirsmartphones, and they don't have to visit the store to pick up the order. The product getsdelivered at their place, and this saves the time as well. Therefore, people are more comfortablein doing online shopping rather than personally visiting the stores (Solomon, M. R. 2014). Theresearch showed that 50 percent of the revenue was generated through online shopping betweenthe years 2014-2016. However, for the purpose of this report, the focus will be on the men’sproducts/cloths.IndustryThe Next Direct adapted the change of technology in order to improve their products andservices to attract more customers and retain the existing ones. The Next Direct Australia hasalso adopted the change of the industry for the better options. Earlier, the customers were afraidof online shopping as they had a fear that they will not get the desired and appropriate product
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