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In saying this, examples of post-purchase touchpoints are, customer satisfaction surveys, product warranties, post-purchase customer service and support, loyalty programs and even billing processes. All such touchpoints enable brands or companies to retain customers and nurture the relationship between consumer and brand.
Marketing is an action of "pushing" the brand through a few touchpoints (for example through TV ads). Since the rise of the World Wide Web and smartphone applications, there are many more touchpoints from new content serving platforms (Facebook, Instagram, Twitter, YouTube etc.), individual online presences (such as websites, forums, blogs, etc ...
Examples of services high in customer participation include do-it-yourself car washes, salad bars and buffets, and distance (off-campus) education services. The level of customer participation varies from providing simple information to the service provider, to joint-production with the assistance of service staff, to instances where the ...
These analytics help improve customer service by finding small problems which can be solved, perhaps by marketing to different parts of a consumer audience differently. [20] For example, through the analysis of a customer base's buying behavior, a company might see that this customer base has not been buying a lot of products recently.
The marketing plan also helps layout the necessary budget and resources needed to achieve the goals stated in the marketing plan. It is able to show what the company is intended to accomplish within the budget and also makes it possible for company executives to assess potential return on the investment of marketing dollars.
Image source: The Motley Fool. 1-800-flowers.com (NASDAQ: FLWS) Q2 2025 Earnings Call Jan 30, 2025, 8:00 a.m. ET. Contents: Prepared Remarks. Questions and Answers. Call Participants
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