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Customer journey

Product category

Smart watches

Price range: 70£ - 600£

Product

&

Customer segment

High customer involvement

Customer segment

Millennials: 25 - 34 age

Gender: Male

Ownership of smart watches by generation

(Profile of a Smartwatch Owner, 2015)

(O'Dea, 2019)

Smart watches owners by gender

(Profile of a Smartwatch Owner, 2015)

(O'Dea, 2019)

Target market

Name:

Age:

Marital status:

Occupation:

Education:

Locality:

Income:

John

28

In a relationship

Data analyst, full-time worker

Master degree in business

London

28 000 £*

(Webber and O'Neill, 2019)

About John

Brief about John

John lives in the condominium in London together with his girlfriend. He lives very active social life along his busy work. During his studies, he met many international students who he tries to keep a relationship with on social media.

He travels to the work every day by metro what makes an opportunity to devote his time to reading his favorite sport online magazine Men' s Health and daily news like The Guardian.

He tends to follow the latest trends. He trusts the technology and believes that it may improve his life.

He owns Galaxy S10+ and Samsung Galaxy Tablet. He tries to keep compatibility between his devices.

(Global Sources, 2015)

(Donnelly and Scaff, 2019)

(GlobalWebIndex, 2019)

(Statista, 2019)

John's profile

Customer journey

Questions to answer

What are major learning points from the mapping exercise?

Learning points

How a marketer can use this knowledge to their advantage?

Recommendations

Offering personalized interactions

Millenials thinking and preferences

Recommendations

Millenials shopping behavior

Providing a consistent cross-channel experience

The trust is easy to lose

The customer is long-term friend who needs the consistent care to build brand loyalty.

Every touchpoint requires specific approach

Analyzing every touchpoint and transform it into higher customer satisfaction

References

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