Digital Journey

What is Digital Consumer Service Journey?
From the moment they receive to the moment they return
From the moment they are inspired to shop at Nike to the moment they are using the product and beyond.
From the moment they go to Nike.com to the moment the receive an order number
Choose the stages of the digital Consumer service journey as per Nike (8)
purchase
complain
exchange
decide
try
suggest
call CS
anticipate
return
discover
choose
browse
Which are the moments that matter?
Anticipate
Browse
Return
Purchase
Decide
Choose
Discover
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