Social media and anticipation

Social media generate word-of-mouth and impact peoples' impression of you.

Advertising anticipation

The design of the service shapes the anticipation.

Delivering service

Delivery is a service that may be designed.

Wrap up the buying process

The packaging may constitute the container, or the act of wrapping something may function as a theatrical act.

The point of (no) sale

The point of sale defines the actions of seller and buyer to finalise the sale/buying cycle.

The decision to buy

Customers who shop online are not persuaded by sales personnel but are convinced by content.

Customer needs assessment

Needs assessment determines whether a customer has needs that your offer might satisfy.

First sales contact

The divide between generating leads and converting them to customers is blurred.

How customers evaluate

Buyers are weighing the values of a product against what’s important to them.

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