TOUCH
POINTS
CUSTOMER'S
ACTION
GAIN PONTS
AND PAIN
POINTS
EMOTIONS
COMPANY'S
OPPORTUNITIES
Problem regconation
Information search
Evaluation of alternatives
Store selection and purchase
Post-purchase
Recommend
Recognize
problem
Word of mouth
Social media
Word of mouth
Brand’s website
E-commerce platforms
Rating from other buyers
Discussion with family
members
Chatbox
Emails
Word of mouth
Review sites
Ask suggestions from
surrounding people
See social media posts
and campaign
Conduct research about
product models, functions
Looking for reviews from
KOLs and Youtubers
Compare brands
based on some
specific criteria
Evaluate online, and offline store
in terms of promotion, shipping
time
Share experience
with others
Rate 5 star for the
product
Increase sense of curiosity
and the desire to buy product
The large amount of information
Confuse among various brands
Excited to pay
for the product
Annoyed and disappointed because
of long shipping time and poor
customer services
Satisfying experience
with purchase item
Gain brand awareness in
mass media
Increase website’s design and
provide more detail information
Maximize media activity
to approach customers
Improve customer services
and delivery process
Increase loyal customers
and retention rate
Since Dreame is a new brand on
the market, the company
should launch marketing
activities to increase brand
recognition in customer’s
minds. Approaching potential
customers on digital channels
such as Facebook or TikTok are
possible strategies for Dreame.
Collaborate with well-known influencers
and KOLs with modern and family-
oriented lifestyles in various platforms
such as Gia Dinh Cam Cam (Youtube)
and Babykopohome (Tiktok) to spread
the brand’s positive image and
meaningful message to users.
Moreover, mini games should be utilized
to boost customer engagement.
Rise customer satisfactions by increasing
the quality of the delivery process and
improving customer services. Introduce
more special promotions and flash deals
on e-commerce during special occasions
such as Black Friday or Christmas Day.
The brand should use discount vouchers
for the next purchase to increase the
retention rate.
