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Customer journey - Coggle Diagram
Customer journey
Awareness
Touch point
Articles on the park's opening and issues
Disney's advertising campaigns
Difficulty
Negative press coverage
Skepticism among potential visitors
Post purchase
Touch point
Feedback forms provided by Disneyland
Difficulty
Critical reviews & complaints
Handling feedback inconsistently
Consideration
Touch point
Hotlines & travel agencies providing ticket information
Difficulty
Inconsistent & inreliable information
Purchase
Touch point
Third-party travel agents selling packages
Difficulty
Overcrowding
Reaching full capacity