Seeing What Your Customers See

See What Your Customers See

Cognitive Dissonance.

Cognitive Dissonance…is the discomfort experienced when simultaneously holding two or more conflicting cognitions: ideas, beliefs, values or emotional reactions. In a state of dissonance, people may sometimes feel "disequilibrium": frustration, hunger, dread, guilt, anger, embarrassment, anxiety, etc.

…people have a motivational drive to reduce dissonance by altering existing cognitions, adding new ones to create a consistent belief system, or alternatively by reducing the importance of any one of the dissonant elements.

Be As Objective as You CAN Be.

Awareness Consideration Selection Purchase Satisfaction Loyalty Advocacy

Pre-Sale Engagement Trial Buy Meets Expectation

Delight Proactive

Pre-Need Casual Research

Evaluation Onboarding/ Deployment

Might Leave Testimonial Offers Feedback

First Impression

Comparison Shopping

Post-Purchase

Exceeds Expectation

Tells Others

YOUR Customer’s Journey

CUSTOMER EXIT

Be Where Your Customers Are.

Don’t Be Afraid to Play A Role.

Stop Obsessing About Your Brand. (Your customers aren’t.)

What Are Your Customers Seeking?

Your Competition Is Setting Your Customer’s Expectations

Write It Down!

Awareness Consideration Selection Purchase Satisfaction Loyalty Advocacy

Pre-Sale Engagement Trial Buy Meets Expectation

Delight Proactive

Pre-Need Casual Research

Evaluation Onboarding/ Deployment

Might Leave Testimonial Offers Feedback

First Impression

Comparison Shopping

Post-Purchase

Exceeds Expectation

Tells Others

YOUR Customer’s Journey

CUSTOMER EXIT