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LOYALTY
AWARENESS
CONSIDERATION
PURCHASE
SERVICE
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DIGITAL TOUCHPOINTS
PHYSICAL TOUCHPOINTS
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Managed
touchpoint
Unmanaged
touchpoint
PR
Radio
TV
Outdoor
Word of mouth
Online ads
Viral email
Digital Billboard
Search
Landing page
Blog
3rd party sites
Direct mail
Store
Call centre
Website
IM/Chat
Mobile
Call centre interactive voice response
Promotion on
invoice/receipt
Blog
Newsletter
CUSTOMER TOUCHPOINTS
(Marketing Example)