Click
& Mortar –
Multi-Channel - Purchase Process – Possible Touch Points
Integrated Marketing - Consumer Products - PDF Version
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Pre- Purchase
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Purchase
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Post-Purchase
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Examples
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Research
Alternatives
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Pick Up
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Service
and
Return
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Review
Feedback
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Web
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manufacturer web site,
retail web site, comparison sites, search, blogs, reviews, information
aggregators, ratings …
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Catalog
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general catalog,
specialty catalog …
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Call Center
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rep voice, contact center
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Live Online Help
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rep text, contact center …
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In-Store
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visit store, check
shelves, digital and printed signage, information, sales rep …
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E-mail
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promotions, information,
sales, coupons, invitations, confirmations, cross-selling …
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Social Media
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reviews, friends, clubs,
opinion leaders, evangelists, groups, suggestions, videos, “articles”,
twitter, facebook, youtube, myspace, linkedin ...
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Mobile Device
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web access including
social media sites …
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Word of Mouth
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friends, groups, opinion
leaders, evangelists …
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Print Media
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articles, advertising,
reviews, ratings …
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Delivery Service
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post office, private …
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Surveys
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panel, questionnaire,
focus group, observation, web site visit …
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by Lucy Cimino – Click & Mortar
Partner - 2010
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Send e-mail
or call us at: 312-856-1131
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