I am doing a project which is moving a local business from a traditional store, which does not has any online presence to be a presence online by building an e-commerce and social media accounts.
So, I need one page that explained ( How the customer experience and customer journey map will be changed after the business be both online and on the ground.
For traditional customer journey,
the customer go through two steps. Heard about the business by WOM, then go to buy, if he or she got nice service will back again if not will never. and the business has no idea what happened to this customer.
However, after the online presence, the customer will follow many steps. please see the attached infographic.
please explain well.