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Customer Journey Mapping, Welcome Journey - Coggle Diagram
Customer Journey Mapping
Abandoned cart check out
Order in last day/Place an order
Yes
Exit program
No
Send Abandoned cart email via DD
Anniversary for frequent order customer( 6 orders per year )
1-2yr Active customers (Loyal & Champions)
Buddy Box x 1 with msg card from Vetopia Team+ custom hamper
4-5yr active customer (Loyal & Champions
Custom pet canvas x 1 , with message card from Vetopia team
Receive festival gift : X'mas/Mid Autumn/Easter Holiday
VIP event invite
Priority to try new products from Vetopia
Animalkind products
Doggy Beer
Pets birthday (Dogs and Cats) - Personalized eDM
S1: Vetopia Club - Double Bonus points / Extra 2000 points upon purchase of $1000
S2 + S3 (Vetopia Lover & Vetopia VIP) Special gift box to the pets upon purchase of $2000 + Double bonus points (Order comes along with doggy BG for free for Dogs)
Front end operation ( Vincci)
Item OOS
Missing item from order
Receive wrong order
Broken items
Delayed delivery
Bad NPS review
complaint
Replenishment - Reminder eDM (purchase in P45-60 days), blast on 5th of the month
Yes
Thank you and Points Update eDM
No
Pre-lapsed program (purchased in P4-6M but no return)
Yes
Points Update eDM and Recurring Order offer
No
Points Reminder eDM 1 month before Point Cycle Year end (3000 bonus points upon re-order)
No
Lapsed members with no purchase in P12M (eRFM Inactive, very high and strong next purchase intent)
"We Miss You" eDM - Survey with $50 coupon for re-purchase
Yes with redemption and re-purchase
End of Year Rewards offer
Welcome Journey
Browse product
Retargeting ads via google ads with their search product in Vetopia
Retargeting ads with account sign up
Create an account in Vetopia
Send a welcome email by DD
Yes Place an order within 10 days
Thank You Page and Order Confirmation email
Shipping / delivery confirmation
Receive Vetopia Welcome gift along with order, invite unboxing experience share on social
Welcome T2 eDM for purchase in P1-7 Days, introducing product review, points program (earn extra points) and Recurring Order Programs - FAB
Yes to Recurring Order (1st Purchase in P30 days)
Welcome to join Recurring Order Program
Exit Recurring Order Program
No to Recurring Order/further purchase
Enter Replenishment Program
No, after 10 days
Send an email with 15%off code for 1st order
Yes
Move to Customer list
Enter the Welcome T2 Journey for 1st order
No
Move to list - never order
First time visiting web
Pop up to invite them to join Vetopia EDM list
Welcome to Join eDM - Get 10-15%OFF for first order (*place order within 10 days)
Yes
Enter the Welcome T2 Journey for 1st order
No
Exit
Sign up newsletter
Welcome to Join eDM - Get 10-15%OFF for first order (*place order within 10 days)
Send promotion email monthly
Yes Place order from Vetopia
Enter the Welcome T2 Journey for 1st order
No, Exit