Customer Journey is the term we use in marketing to refer to the entire journey or experience that a consumer has during their interaction with a brand. In the past, it referred only to the sales process, but today it covers the processes before, during, and after the sales process.
For a company, understanding how the customer journey works is of utmost importance to improve its relationship with its customers and thus achieve customer loyalty.
If you know how your customers behave, you will know which stages of the journey you should reinforce so that they can complete the entire trip and have enough information for your marketing strategy.
Follow along to find out how!
What is the Customer Journey Map?
This journey is represented in a graphical dashboard called a customer journey map . It allows your sales and marketing teams to easily lay out the path so that it is possible to brazil phone number list identify the key points, emotions and actions that occur at each stage of the journey.
You may be interested in: Learn about the Customer Life Cycle and boost your CRM .
Photo by Mohamed Hassan
What are the stages of the Customer Journey?
The Customer Journey can be divided into different stages or stations depending on your approach, which range from when a buyer has their first encounter with your brand to post-sale.
Here are five basic stages that yours should at least have:
Awareness or Consciousness
Customer Journey In this first stage, the consumer recognizes that he has a need. He has not yet decided what to do to satisfy it, how to define it precisely or its causes, so he decides to investigate his problem.
Here it is crucial that you receive certain stimuli that our significant moments in 2023 encourage you to make a decision. These could be, for example, blog articles that talk about your need and possible solutions.
Producing relevant content is considered one of the most effective strategies for attracting and retaining customers in the future.
Consideration or Consideration
In the second stage of the Customer Journey, your potential client has already received both your incentives and those of your competitors. They already have general information about their problem and possible solutions , so they will want to go deeper to finally choose the option that they consider most beneficial for themselves.
This is where you’ll start reading reviews of the product or service , consulting with family or acquaintances, and seeking advice . You’ll also start to learn about the purchasing process for both your business and your competitors.
That is why having channels where customers can resolve their main doubts – such as a FAQ section or chatbox – would be a good strategy.
Your move at this stage should focus on providing this prospect with all the information they are looking for and giving them the necessary help.
You also need to worry about user experience – if your website is singapore data difficult to navigate, you probably won’t click through to its options.
You may be interested in: What is website usability? +5 tips to apply today
Purchase or Purchase
The person has decided how to satisfy his need thanks to all the information he has gathered and makes the purchase.
Customer Journey But don’t end the process with this action, which, although it has generated income for your company, could be fatal if you have not managed to satisfy their needs or have not met their expectations.
Retention or Retention
At this stage, concern for after-sales service begins . Your team should be responsible for keeping the consumer happy and satisfied.
A good idea is to implement post-sales communication channels , where the customer can express their opinion about the product or service they purchased.
Following up and building loyalty over the long term should also be part of your strategy. The idea is not to make a one-time sale, but to create a relationship that encourages subsequent purchases.
Recommendation or Advocacy
This would be the final stage of the journey. Here we have already applied loyalty strategies and cultivated a relationship with the customer after the sale.
This is when we seek to convert customers into promoters who speak positively about us with their peers. Who share their reviews and experiences on social media. Who, if they hear about our brand, have no negative points to share.
Remember in the second stage we mentioned that people were looking for opinions from others to validate their choices? This is the stage where we hope to achieve those recommendations that will promote us to the public.
After reviewing these stages, there is one important point to note: these stages are not the only option; you can find Customer Journeys divided in different ways, longer or shorter, or with emphasis on certain points more than others.