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Customer journey<br />
Online<br />
<strong>Lifestyle</strong> <strong>for</strong> <strong>pets</strong> offers the consumer the<br />
possibility to pick up an online order in store<br />
that is a service point <strong>for</strong> <strong>Lifestyle</strong> <strong>for</strong> <strong>pets</strong>. If an<br />
in-store customer is looking <strong>for</strong> an article that<br />
is only available online, you can also offer the<br />
same service point option.<br />
The plat<strong>for</strong>m is packed full of in<strong>for</strong>mation about<br />
<strong>pets</strong>. It has an interactive TV channel showing<br />
inspiring and in<strong>for</strong>mative videos, and there is<br />
a webshop to purchase products – via you<br />
– which means you can instantly offer all the<br />
latest promotions right there in the store. A<br />
perfect complement to the knowledge and<br />
expertise of your staff! In this way you can<br />
offer as many options as possible keeping the<br />
customer’s journey central.<br />
1<br />
Awareness<br />
Consumer recently bought<br />
a puppy and is looking <strong>for</strong><br />
in<strong>for</strong>mation about caring <strong>for</strong><br />
her puppy.<br />
7<br />
2 3 4<br />
Research<br />
Consumer googled on<br />
“nursing puppies”<br />
6<br />
Video blog<br />
Consumer finds a link via<br />
google to a video blog on<br />
lifestyle <strong>for</strong> <strong>pets</strong> and views it.<br />
5<br />
Webshop<br />
In the video there is<br />
a “buy” button <strong>for</strong> a<br />
product, she clicks<br />
on it and enters the<br />
web shop.<br />
Offline<br />
Extra purchase<br />
The consumer decides to buy<br />
a number of other products as<br />
a result of the advice and pays<br />
them at the cash register.<br />
Aftersales<br />
The consumer is going to pick up<br />
the package at the store and gets<br />
further advice on products <strong>for</strong> her<br />
puppy as presented on the shop<br />
display with the theme “young<br />
animals”.<br />
Purchase<br />
The consumer buys the<br />
product in the video product<br />
and chooses “pick up at<br />
lifestyle <strong>for</strong> <strong>pets</strong> a service<br />
point” at the checkout.<br />
1<br />
2 3 4 5 6 7 8 9<br />
Awareness<br />
Consumer recently bought a<br />
puppy and goes to a lifestyle<br />
<strong>for</strong> <strong>pets</strong> service point to buy<br />
some care products and to<br />
ask advice <strong>for</strong> her puppy about<br />
proper nutrition.<br />
Experience<br />
The consumer sees a fun movie<br />
about Puppy nutrition via the<br />
<strong>Lifestyle</strong> <strong>for</strong> <strong>pets</strong> tv-screen with<br />
the theme “young animals”.<br />
Advice<br />
Consumer gets in<strong>for</strong>mation<br />
from shop assistant about the<br />
products in the themed shop<br />
display. The shop assistant<br />
explains that there is also an<br />
app and provides a leaflet<br />
about <strong>Lifestyle</strong> <strong>for</strong> <strong>pets</strong>.<br />
Purchase<br />
The consumer buys a<br />
number of products <strong>for</strong><br />
the puppy at the cash<br />
register.<br />
Aftersales<br />
Once home, the<br />
consumer downloads the<br />
app, creates an account,<br />
specifies areas of interest<br />
and looks at a number of<br />
movies.<br />
Push message<br />
Consumer receives a push<br />
message of <strong>Lifestyle</strong> <strong>for</strong> <strong>pets</strong><br />
a few days later.<br />
Video<br />
She sees that a new item<br />
is posted about puppies<br />
and views the new video<br />
blog about crate training.<br />
Ask the expert<br />
After watching the video,<br />
she has a question <strong>for</strong> a<br />
behavioural therapist and<br />
she asks her question<br />
online at lifestyle <strong>for</strong> <strong>pets</strong>.<br />
Review<br />
She gets an answer the<br />
same day and places a<br />
positive review on social<br />
media about the good<br />
advice.<br />
12 13
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