Customer Touchpoints

Every customer passes through the micro-moment journey experience- I have been seeing an ad for this product for some months now, but I needed the product so bad this morning that I had to call someone to vouch for the product.
He did, but after purchasing the product I realized that this is not the exact product I want and I didn’t get the value for my dollar.
So, what happened? They lost me during the decision point which is the most crucial part of the customer journey.
Customer journeys and customer touchpoints are important at the macro level, but buying decisions are made pre-consciously in the micro-moment experience.
Consumer behaviour has changed forever. Today’s battle for hearts, minds and dollars is won (or lost) in micro-moments — intent-driven moments of decision-making and preference-shaping that occur throughout the entire consumer journey.