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Customer mapping Journey buying through Facebook social commerce, Initial…
Customer mapping Journey buying through Facebook social commerce
Customer sees advert
Media
or
review
Customer drawn by advert
engages with customer service through private message or orders from facebook shop.
Waits for item to arrive
Item does not arrive
Confirm trust misplaced
Consumer less likely to engage with another advert or business on facebook.
Item arrives
Consumer happy and trust is affirmed
Consumer likely to engage with another advert/business on facebook
Initial Assessment stage
Purchase
Post purchase
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👎
🙂
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🙂
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