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Medium

Theoretical Framework of E-commerce Customer Journey Mapping

#customer-journey #marketing #theory

Analyze the distinct stages of the online customer journey from awareness to retention, focusing on theoretical touchpoints and friction reduction.

Provide a comprehensive theoretical analysis of the customer journey map specifically for e-commerce. Break down the journey into five key stages: Awareness, Consideration, Acquisition, Service, and Loyalty. For each stage, explain the user's psychological state, the theoretical goals of the business, and the potential points of friction that could lead to drop-off. Discuss how the AIDA model (Attention, Interest, Desire, Action) integrates with modern digital touchpoints such as social media, search engines, and email marketing.