Customer Journey Map – Tazamall.com
1️⃣ Awareness Stage 🔍
Customer Action:
- Sees ads on social media (Facebook, Instagram, TikTok, YouTube).
- Hears about Tazamall from friends/family or WhatsApp groups.
- Discovers through Google search when looking for products.
Customer Emotion: 🤔 Curious but cautious.
Touchpoints: Social media posts, search ads, influencer promotions.
Improvement:
- Strong SEO optimization.
- Run targeted awareness campaigns (urban + rural mix).
- Leverage trust-building content (testimonials, influencer reviews).
2️⃣ Consideration Stage 🛒
Customer Action:
- Visits Tazamall website/app.
- Browses categories (electronics, groceries, fashion).
- Compares with Daraz, OLX, or local shops.
- Reads product reviews and seller ratings.
Customer Emotion: 😐 Evaluative, wants assurance of quality & price.
Touchpoints: Website UI/UX, product descriptions, comparison with competitors.
Improvement:
- Provide detailed, verified product info.
- Highlight “price advantage” & “trust guarantee.”
- Offer comparison tools (e.g., “cheaper than Daraz by 10%”).
3️⃣ Purchase Stage 💳
Customer Action:
- Adds product to cart.
- Selects payment method (Cash on Delivery preferred in Pakistan).
- Places order.
Customer Emotion: 🙂 Excited but slightly worried about delivery & authenticity.
Touchpoints: Checkout page, payment system, order confirmation SMS/email.
Improvement:
- Simplify checkout process (1-click buy).
- Highlight secure payment & COD options.
- Send instant WhatsApp confirmation.
4️⃣ Delivery & Fulfillment 🚚
Customer Action:
- Waits for delivery (1–5 days depending on city).
- Tracks order status.
- Receives package.
Customer Emotion: 😬 Anxious until delivery, 😊 happy if smooth, 😡 upset if delayed/damaged.
Touchpoints: Delivery app, tracking system, courier experience.
Improvement:
- Real-time order tracking.
- Faster delivery partnerships (Leopard, TCS, in-house fleet).
- Branded packaging for trust.
5️⃣ Post-Purchase & Support 🤝
Customer Action:
- Opens package, checks product quality.
- Leaves review (positive/negative).
- Contacts support if issues arise.
Customer Emotion: 🤩 Delighted if good, 😠 frustrated if bad service.
Touchpoints: Customer service (chatbot, helpline, WhatsApp support), return/refund policy.
Improvement:
- Easy return/refund process.
- Quick, friendly support team.
- Encourage reviews with loyalty points.
6️⃣ Loyalty & Advocacy 💙
Customer Action:
- Returns for repeat purchases.
- Refers friends/family to Tazamall.
- Shares positive experience on social media.
Customer Emotion: 🙌 Trust & satisfaction.
Touchpoints: Loyalty program, referral discounts, follow-up emails.
Improvement:
- Launch Tazamall Rewards Program.
- Personalized offers (AI-driven).
- Social media campaigns featuring happy customers.
✅ Summary:
If Tazamall ensures trust, fast delivery, better prices, and strong after-sales support, it can build a loyal base in Pakistan’s competitive e-commerce market.
