Customer Journey & Touch Points

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Consideratio Loyal

Awareness Purchase Service


n ty

 Recommend
ed by friends  Use the  Spotify Free: users  Choosing
 Reviews or app like a have to watch ads, music or
discussions trial and listen to limited postcards
about the app  Get songs. by
on social interested - Spotify tapping or
media due to its Premium: clicking
platforms functions users can  Individual
 Bumping like Your enjoy music s could
into people Daily Mix in a better select
using the app way without playlist
(found it’s interrupting through
convenient, ads and their own
the users can listen to characteri
easily listen unlimited stics
to many music: convenien
Custom + Mini:
copyrighted tly
er 2,300VND/day or
action international
songs) 8,800VND/week
 Observing + Individual:
that an 59,000VND/month
increasing (can use free for 1
number of months)
young people + Student:
are utilizing 29,500VND/month
the app to (can use free for 1
listen to month)
catchy songs
and
meaningful
podcasts.

Touch  Facebook,  Share


point TikTok, with  Physical touchpoint: With 32 Fb
YouTube, other none pages, 12 handles
instagram,... s like  Digital touchpoint: on Twitter, 8
frien Users can pay Instagram
ds, through Spotify accounts, 1
famil website or mobile LinkedIn
y, app account, and
co… - Payment app channel on
(Momo, Youtube, even
Paypal) has advertisement
- Credit card/ on TikTok, the
debit card Swedish digital
- Bank music has
account explore a place in
our daily visits.
Furthermore, it
 could approach to
social media as a
 market strategy.

 Wanting to listen to a wide  Convenient and fast  High


range of domestic and online payment quality
international music, as well music,
as podcasts that are helpful which
for work and study. brings
 Wow, the evaluation is listeners
amazing and it’s well-known feeling as
over the world. they are at
 Get out of their safe zone the live
and experience new kinds of show.
music which still satisfied  Individual
Custom them. s could
er
monitor
experie  Cannot stop listening to the the
nce list and become more and content
more trust in the quality and in-
value that Spotify brings. platform
actively
 Available
in digital
devices as
well as
sharing
playlist to
friends
 Make sure that their social  Using
media accounts are as active  Free listeners feel data to
as they can, publishing annoying when they enhance
material and advertising are interrupted by customer
videos, etc. ads and cannot experienc
 More reviews and listen many songs e
evaluations after each use that only premium  Based-on
from reviewers, TikTokers, users can. user’s
influencers, etc., should be favorites
organized and implemented & habits
on social media sites for to
better attraction. recomme
 Develop more successful nd
marketing initiatives, individual
focusing on the relevant other
consumers and what they related
aim for songs
 To draw in new clients who  Using AI-
are interested in and in need based
Brand of music services, they technolog
action should provide appealing y to
offers, entertaining analyze
minigames, and trendy each
interactions on social media music
platforms. files using
convoluti
onal
neutral
 Đưa ra các ưu đãi hấp dẫn, networks
minigame thú vị, và các
tương tác thật hợp trend trên
các nền tảng xã hội nhằm thu
hút các khách hàng mới – là
những người tò mò và đang
có nhu cầu sử dụng dịch vụ
nghe nhạc.

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