13.0 Customer Journey

13.01 Overview

The Zanussi customer journey

Inspiration:

Stimulating interest (new kitchen concepts, design trends of kitchens, new technologies).

Discovery:

Understanding the range of potential options and establishing selection criteria (FS vs. Built-in).

Selection:

Defining final choices and selecting products/Brands.

Purchase/on-boarding:

Completing purchase, setting up the appliance and using it for the first time.

Ongoing use:

Using, maintaining and evaluating, recommending the brand.