Transformation of customer behavior models and customer experience management

Consumers in the society with new information technologies have been demonstrating new buyer behavior. Traditional schemes or sales funnel model making purchasing decisions based on a rigid phased structure; no longer reflect the real processes of consumer choice. Especially significant change behavior as certain categories of consumers (particularly young people), and the behavior associated with the selection of certain categories of products (digital, requiring a large amount of information to make a decision). The most significant changes of the consumer behaviour only for certain categories of customers (young consumers, in particular), but also for the process of choice some product categories (digital products, products, which are required large information flow to make buying decision). There are new concepts and notions, to explain the content and process of customer interaction with vendors and manufacturers, such as managing the client experience and production of customers'' travel card. New models suggest softer model purchase decision, in which the steps can be repeated, or be reversed; allowing manufacturers and sellers of products to build more complex multi-element relationships with customers and manage the points of contact with them.