Customer Journey & Lifecycle
Stage 1: Awareness
Goal: Discover LocalPerks and understand its value proposition for local businesses and consumers.
Emotions: Curious, Skeptical
Touchpoints: Social media, online search, word of mouth, local business associations.
Pain Points: Difficulty finding and supporting local businesses, lack of rewards or loyalty programs.
Opportunities to Delight: Clear messaging, easy sign-up process, immediate value proposition.
Stage 2: Interest
Goal: Learn more about LocalPerks and how it can benefit them.
Emotions: Interested, Comparing
Touchpoints: Website, email newsletters, business testimonials.
Pain Points: Lack of information, unclear benefits, competitors' offerings.
Opportunities to Delight: Detailed FAQs, success stories, clear comparison to alternatives.
Stage 3: Consideration
Goal: Evaluate LocalPerks against other options.
Emotions: Weighing, Analytical
Touchpoints: Comparison charts, reviews, free trials.
Pain Points: Difficulty comparing features, pricing confusion.
Opportunities to Delight: Clear feature comparison, transparent pricing, trial or demo.
Stage 4: Trial
Goal: Experience LocalPerks firsthand.
Emotions: Hopeful, Engaged
Touchpoints: Signup process, onboarding, initial usage.
Pain Points: Difficulty signing up, unclear instructions.
Opportunities to Delight: Simple signup, guided onboarding, immediate value.
Stage 5: Activation
Goal: Achieve the "aha" moment with LocalPerks.
Emotions: Satisfied, Excited
Touchpoints: First successful transaction, points earned.
Pain Points: Delayed or missing rewards.
Opportunities to Delight: Timely rewards, clear tracking, celebration of milestone.
Stage 6: Engagement
Goal: Regularly use LocalPerks.
Emotions: Loyal, Habitual
Touchpoints: Ongoing transactions, points redemption.
Pain Points: Forgotten passwords, app issues.
Opportunities to Delight: Seamless experience, reminders, exclusive offers.
Stage 7: Retention
Goal: Continue using LocalPerks over time.
Emotions: Valued, Committed
Touchpoints: Regular communication, loyalty rewards.
Pain Points: Lack of communication, perceived value decrease.
Opportunities to Delight: Personalized communication, surprise rewards, community involvement.
Stage 8: Expansion
Goal: Increase usage or spend with LocalPerks.
Emotions: Excited, Invested
Touchpoints: Upsell offers, new features, premium services.
Pain Points: Unclear value proposition, pricing concerns.
Opportunities to Delight: Clear upgrade paths, exclusive benefits, personalized support.
Stage 9: Advocacy
Goal: Recommend LocalPerks to others.
Emotions: Proud, Enthusiastic
Touchpoints: Referral programs, social media sharing.
Pain Points: Difficulty sharing, lack of incentives.
Opportunities to Delight: Easy sharing tools, rewarding referrals, recognition.
Emotional Journey Curve
Activation Path
- Sign up for LocalPerks
- Complete profile and connect payment method
- Earn points through transactions
- Redeem points for rewards
- Experience the "aha" moment
Metrics Dashboard
Businesses
100
Consumers
1,000
Transactions
5,000
Points Earned
100,000
Redemptions
500