Reference no: EM132838709

Lush Canada Company (Costmetics) 

The Presale

Awareness, Consideration Customer and Business Goals

1. What does the customer want to achieve at each step in the buying journey?   

2. What is the Business trying to achieve at each step in the customer's buying journey? 

Customer Touchpoints and Experience 

1. What are the customer touchpoints for this purchasing scenario?  

2. What is the customer thinking and feeling at each touchpoint? 

Pain Points and Business Opportunities 

1. Where did things go wrong? 

2. How can the business improve the customer journey? 

The Sale Selection, Purchase 

Customer and Business Goals 

1. What does the customer want to achieve at each step in the buying journey?   

2. What is the Business trying to achieve at each step in the customer's buying journey? 

Customer Touchpoints and Experience 

1. What are the customer touchpoints for this purchasing scenario?  

2. What is the customer thinking and feeling at each touchpoint? 

Pain Points and Business Opportunities 

1. Where did things go wrong? 

2. How can the business improve the customer journey? 

Post Sale Being a Customer Satisfaction, Loyalty, Advocacy

Customer and Business Goals

1. What does the customer want to achieve at each step in the buying journey?   

2. What is the Business trying to achieve at each step in the customer's buying journey? 

Customer Touchpoints and Experience 

1. What are the customer touchpoints for this purchasing scenario?  

2. What is the customer thinking and feeling at each touchpoint? 

Pain Points and Business Opportunities 

1. Where did things go wrong? 

2. How can the business improve the customer journey?