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With growing use of technology consumers have more options to buy products. It changes the way to purchase on internet and choose the best item. The technology affects consumers since imagining they need a product and searches the best option (Prepurchase); they effectively buy the product (Purchase), and enjoy the product and use customer services (Postpurchase). The possibility to search in online channels and buy in a physical store (webrooming) bring some problems to business that focus just on online channel, it can decrease profits and sells. In this research, we show how to work the three steps of consumer journey and how brands can use touchpoints with consumer to reducing webrooming behavior improving consumer experience in these touchpoints.

How to avoid webrooming behavior improving consumer experience using their online touchpoints with brands