Thanks to the group, always the most illuminating list. If you make realistic promises and then keep them, your advertised brand and your real-life brand will be in sync. Recipient has no control over what content is received or the order in which the content is presented within each marketing piece.
Customer initiates interaction to get a specific question answered.
Vehicles used here include email, telephones, salespeople, interactive web pages. We are now in the transactional phase. Vehicles that come into play here are the most interactive, such as Web sites that can be used for gathering information, finding out what others have learned about your products, making transactions, custom ordering, getting service via the site, etc. Experiences lead to wisdom. The wisdom is used by the customer to make decisions about doing business with the company, telling others about the company, using the product, thinking of new ways to use the product, making suggestions to the company about the product, etc.