Customer Journey Map

2. Pre-Commerce

[Consideration +Evaluation]

At this stage in the customer journey, mothers are considering versatile furniture for their youthful and colorful kids. They are researching possible furniture and home decor options and are asking friends and family for suggestions. This is where consumers are researching online through popular websites, blogs, and social media accounts. This is where Nugget can actively engage with its audience online. Mothers seek durable and safe products for their children. They will evaluate the cost, quality, and reviews of products, and its competitors when deciding what to purchase. Tactics that effective in this stage are owned channels including a corporate blog, social media accounts, and company websites.

4. Post-Commerce

[Experience + Loyalty + Bond]

A positive experience for customers is important for the success of the company. The future of the company depends on creating positive experiences with customers and building a relationship. The company must keep track of reviews and feedback to respond to consumers' needs and build relationships. Customers who have a positive experience will continue to look to Nugget for future needs and become loyal to the brand. Customers will create a bond with Nugget and share their experience with the brand to others and will become advocates. In this stage the most important task is to generate a sense of community among consumers. Energizing strategies such as social events, social networks, emails, paid influencers, and promotions would be best utilized in this stage.

3. Commerce

[Purchase]

Once they decide which products fit their needs, consumers are ordering the Nugget online through its website or other distribution channels. In order to to have consumers complete the purchase phase, Nugget must convince consumers that it has a higher value to them compared to alternatives. Effective tactics for this stage include word-of-mouth marketing, earned media, and unpaid influencers.

This phase is most important to Nugget in its current state

1. Formulation

[Awareness]

Nugget suffers from an awareness problem. The company is local to North Carolina and is competing with established brands. In the awareness stage, customers become aware of their need for the product. This is an important phase because a customer will not move into the consideration phase until they are exposed to the brand. The primary objective is for consumers to be exposed to the brand. Tactics that could be utilized in this stage are viral videos, email marketing, social media, and print advertising.