Window shopping | Gifts a product to someone |
Checks your products or services on third party ecommerce | Checks product ratings |
Checks monthly statement | Closes account or cancels service |
Compares to competing products | Complains in social media |
Contacts customer service / Submits inquiry | Creates media about your brand, product or service |
Customizes a product | Delivery experience e.g. late delivery |
Exits shop or ecommerce without purchase | Experiences product e.g. drinks a beverage |
Experiences service e.g. dines at restaurant | Gets a discount |
Gets a product sample | Impressions of environments such as a hotel lobby |
Impressions of quality | Impressions of service e.g. unfriendly |
Joins loyalty program | Look & feel of products |
Media - bad publicity | Media - good publicity |
Media - influencers mention brand | Moment of truth e.g. tries product |
Negotiates a price | Personalized service |
Problems with product or service | Problem with your website or mobile app |
Customer uses product | Provides feedback |
Puts item in shopping cart or wish list | Read reviews |
Reads product support information | Redeems loyalty rewards |
Returns a product | Receives refund |
Sees logo or brand symbols and begins to recognize brand | Service interactions |
Service outages | Social experiences involving brand e.g. sees someone wearing your brand |
Develops perceptions of the social status and position of your brand | Submits an order |
Talks to sales | Unboxing |
Uses a coupon | Views an ad |
Visits retail location | Visits showroom |
Visits your booth at an event | Visits website |
Watches a how-to video related to your products | Word of mouth |
Writes a review |
