1. After-sales service
1.1. Interactions
1.1.1. Comprehensive after-sales support
1.1.2. Warranty services and repair options
1.2. Customer's emotional state
1.2.1. Reassurance, they feel valued
1.3. Customer's needs and expectations
1.3.1. Accessible and efficient after-sales service
1.3.2. Prompt and effective resolutions of any issues
2. Purchase
2.1. Interactions
2.1.1. Checkout counter
2.1.2. Payment process
2.1.3. Packaging
2.2. Customer's emotional state
2.2.1. Positive feelings, and satisfaction with the decision-making process and the final choice
2.3. Customer's needs and expectations
2.3.1. A quick and seamless checkout process
2.3.2. Packaging that enhances the perception of the brand
3. Awareness
3.1. Interactions
3.1.1. Window displays
3.1.2. Advertissments
3.1.3. Word of Mouth
3.2. Customer's emotional state
3.2.1. The customer is curious and intrigued
3.3. Customer's needs and expectations
3.3.1. Visual appeal who highlight the uniqueness of Swaroski products
3.3.2. The customer may start seeking basic informations
4. Consideration
4.1. Interactions
4.1.1. Product displays
4.1.2. Staff assistance
4.1.3. Try-on stations
4.2. Customer's emotional state
4.2.1. Excitement and engagement
4.3. Customer's needs and expectations
4.3.1. Staff to be available to answer questions
4.3.2. See the fine details and craftsmanship of the products
4.3.3. Desire for personalized recommendations based on their preferences
5. Decision
5.1. Interactions
5.1.1. Consultation with staff
5.1.2. Comparison of products
5.2. Customer's emotional state
5.2.1. Decisive and confident
5.2.2. Also a bit concerned about making the right decision
5.3. Customer's needs and expectations
5.3.1. Need reassurance about the quality and value of the product
5.3.2. Clear information about return policies, warranties and after-sales service