Waitrose current user journey

make decision

word of mouth

existing knowledge

online research

advertising

Post-Purchase: Acknowledgment or confirmation of the purchase. Receipt and order tracking information provided to the customer. Delivery/Collection: For online purchases, tracking delivery or collection status. In-store purchases involve taking the products home. Usage/Consumption: Customer uses the purchased products. Potential engagement with additional services, such as recipe suggestions or cooking tips. Feedback: Customer provides feedback on the products or services. Interaction with customer service if any issues arise. Loyalty: Accumulation of loyalty points or rewards for future purchases. Targeted promotions or discounts based on previous purchases. Future Advocacy: Satisfied customers may recommend Waitrose to friends and family. Engagement with Waitrose's social media or referral programs.