Sustainable Marketing Strategies for Business Growth

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 1 PROBLEM PROBLEM PROBLEM PROBLEM PROBLEM PROBLEM PROBLEM Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. SAD ACTION ACTION ACTION ACTION ACTION ACTION ACTION HAPPY Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY METRICS Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. OPPORTUNITIES Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and. Green marketing is a practice whereby companies seek to go above and.

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 2 EXPERIENCE Tasty Drink GOOD Good Temperature Polite Good Drink Aroma Free Wi-Fi Convenient Goodbye BASELINE Ambience Fake Greeting Worry Loud EXPERIENCE Factory Line Loud BAD Closing Cold Confined ANTICIPATE ENTER ENGAGE EXIT REFLECT TOUCH POINTS Office Car Walk-in Line Order Pay Sit Drink Work Pack up Leave Car

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 3 DIGITAL TOUCHPOINTS Loyalty Program Online Display Community Paid Content Chat Websites Mobile App Site Search Search Survey AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY Call Center/ Direct Mail PR IVR Offers in Invoice Word of Mouth Agent/ Broker Radio, TV, Print Word of Mouth Store/ Branch Mailings PHYSICAL TOUCHPOINTS

CUSTOMER TOUCHPOINTS WRITE YOUR SUBTITLE HERE 4 Loyalty Program Paid Community Content Chat Websites Survey Search Mobile App Site AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY Word of Mouth Agent/ Broker PR Direct Mail Word of Mouth Offers in Invoice Radio, TV, Print Store/ Branch Mailings

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 5 STAGES AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY Green Green Green Green Green Green Green Green Green Green marketing is a practice where companies seek to go above beyond. marketing is a practice where companies seek to go above beyond. marketing is a practice where companies seek to go above beyond. marketing is a practice where companies seek to go above beyond. marketing is a practice where companies seek to go above beyond. marketing is a practice where companies seek to go above beyond. marketing is a practice where companies seek to go above beyond. marketing is a practice where companies seek to go above beyond. marketing is a practice where companies seek to go above beyond. marketing is a practice where companies seek to go above beyond. STEPS COMPETITOR CONTENT SMS NOTIFICATIONS VENDOR PARTNERS PERSONALIZATION IN-APP MESSAGES USER EXPERIENCE APP DISCOVERY PRODUCT PAGE BLOG CONTENT CHAT OPTIONS LANDING PAGE NEW RELEASES OPTIMIZATION SOCIAL MEDIA SOCIAL MEDIA SOCIAL MEDIA TOUCH POINTS ENGAGEMENT SIGN UP PAGE ALL FEATURES INTERACTION ONLINE ADS ARTICLES REVIEWS E-SHOP EMAILS EMAILS DEPARTMENTS 2 3 4 2 2 5 4 5 3 2 Marketing Design Engineering UX Customer Success

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 6 LIFECYCLE STAGES PRE-SALES ONBOARDING EDUCATION SUPPORT CUSTOMER EXPERIENCE Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. TOUCH POINTS & SCORECARD Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. FRUSTRATIONS RECOMMENDATIONS Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. METRICS Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond. IMPROVEMENT OPPORTUNITIES

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 7 PRODUCT NAME: PHASES PRE-SALES ONBOARDING EDUCATION SUPPORT Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. ACTIVITY Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond. Green marketing is a practice whereby companies seek to go above beyond traditional marketing by promoting. TOUCHPOINT Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above and beyond. EXPERIENCE Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above. Green marketing is a practice whereby companies seek to above and beyond. OPPORTUNITY

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 8 STAGES AWARENESS CONSIDERATION ACQUISITION SERVICE LOYALTY TOUCHPOINTS Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint THINKING Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and beyond. FEELING OPPORTUNITY Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and. Green marketing is a practice where companies seek to go above and beyond.

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 9 STAGES OF JOURNEY AWARENESS CONSIDERATION DECISION POST-EXPERIENCE CUSTOMER GOALS Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. CUSTOMER EXPERIENCE 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 1. Touchpoint 01 2. Touchpoint 02 3. Touchpoint 03 TOUCH POINTS CUSTOMER THINKING Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. 10 0 -10 RECOMMENDATIONS IDEAS FOR IMPROVEMENT Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek. Green marketing is a practice whereby companies seek.

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 10 STAGE Stage 1 Stage 2 Stage 3 Stage 4 Stage 5 Stage 6 Positive (+) SENTIMENT Negative (-) Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. CUSTOMER NEEDS & ITERACTIONS Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. CUSTOMER EXPECTATIONS Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. IMPROVEMENT OPPORTUNITIES

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 11 EXPECTATIONS PHASE 1 PHASE 2 PHASE 3 PHASE 4 NEEDS & Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint Touchpoint CUSTOMER VOICE OF Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional.

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 12 AWARENESS ENGAGEMENT EVALUATION PURCHASE POST-PURCHASE Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. ACTIONS Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. QUESTIONS & THOUGHTS Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. TOUCH POINTS Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. OPPORTUNITIES Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. CONTENT NEEDED Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. Green marketing is a practice where companies seek to go above beyond. NOTES

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 13 AWARENESS CONSIDERATION PURCHASE ONBOARDING ADVOCACY USER ACTION Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. TOUCHPOINTS Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. EMOTIONS POINTS Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. PAIN SOLUTION POSSIBLE Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to. Green marketing is a practice where companies seek to.

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 14 CUSTOMER PHASES BEFORE DURING AFTER Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. CUSTOMER JOURNEY Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. CUSTOMER NEEDS EMOTIONAL CURVE Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. POTENTIAL OPPORTUNITIES Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. Green marketing is a practice. IDEAS & SOLUTIONS

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 15 PROCESS PRE-SERVICE EVENT TIME EVENT TIME EVENT TIME EVENT TIME EVENT TIME Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. CUSTOMER GOALS Green marketing is a practice where companies seek to go above and beyond traditional marketing. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. Green marketing is a practice where companies seek to go above and beyond traditional. TOUCH POINTS & EMOTIONAL RESPONSE Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. CUSTOMER THOUGHTS OVERALL CUSTOMER EXPERIENCE RECOMMENDATIONS Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. IDEAS TO IMPROVE

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 16 AWARENESS CONSIDERATION PURCHASE RETENTION ADVOCACY POSITIVE EXPERIENCE PRODUCT RECEIPT PRODUCT RESEARCH PRODUCT PURCHASE PRODUCT AWARENESS STORE VISIT NEGATIVE EXPERIENCE PRODUCT ISSUE & RESPONSE SOCIAL COMPLAINT

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 17 + POSITIVE VIBES FEELING - NEGATIVE VIBES THINKING Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. Green marketing is a practice where companies seek. DOING TOUCHPOINT BOOKING & TRYOUT DECISION- MAKING INSPIRATION RESEARCH ARRIVING PRODUCT LEARNING

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 18 AWARENESS DISCOVERING ORDERING WAITING RECEIVING CONSUMING SHARING DOING THINKING Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Green marketing is a practice where companies seek to go above and beyond. Concerned, Anticipatory Rushed Excited Hungry Talkative, Involved Connected Decisive Anticipatory FEELING Uncertain Concerned Excited Inquisitive Relaxed, Satisfied Enriched EXPERIENCE Convenience Convenience Convenience Convenience Convenience Convenience Convenience Enjoyability Enjoyability Enjoyability Enjoyability Enjoyability Enjoyability Enjoyability Enrichment Enrichment Enrichment Enrichment Enrichment Enrichment Enrichment

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 19 SCENARIO EXPECTATIONS Alice is going to the movies. She is excited to go out for the night and will meet her friend at the theater. Great movie, Friendly staff, Good seat. ALICE RICHARDSON DECIDE TRAVEL EXPERIENCE RETURN 1. 2. Looks up movies on phone Decides which movie to see and which theater to go to Buys ticket online from phone 4. 5. 6. Drives to movie theater Stands in line and buys popcorn Finds seat next to friend 7. Watches movie 8. 9. Exits theater Drives home 3. 7 3 8 4 2 6 9 5 1

CUSTOMER JOURNEY MAP WRITE YOUR SUBTITLE HERE 20 SONIA JENKINS SONIA JENKINS SCENARIO: Green marketing is a practice whereby companies seek to go above and beyond. Green marketing is a practice whereby companies seek to go above and beyond traditional marketing by promoting environmental core values in the hope that. DEFINE COMPARE NEGOTIATE SELECT 1. Review current plan 2. Define parameters for new plan 3. Watches commercial on TV 4. Researches companies and offers on consumer reports website 5. Uses current carrier website tool to compare options 6. Calls current carrier to tell them she is shopping around 7. Calls competitors to see what they can offer 8. Decides on a new plan and calls customer service to switch service OPPORTUNITIES INTERNAL OWNERSHIP + METRICS Green marketing is a practice whereby companies seek to go above and beyond traditional marketing. Green marketing is a practice whereby companies seek to go above and beyond traditional marketing by promoting environmental core values in the hope that consumers will.