The Customer Journey is the path that the customer goes through to become a consumer of your brand. However, it’s not just about the product or service you sell, but also the total experience your customer has while interacting with your brand.
It is a marketing tool that describes the paths a customer takes from when they first hear about your product or service to when they buy it, use it, and recommend it to others.
It is very valuable to take this process into account because it allows us to understand the needs of our clients and become what they need.
The key to understanding this concept is to visualize it as a route, with several stages, where each one corresponds to a type of information and an action.
What is a Customer Journey map?
The Customer Journey map is a visual representation of what your customers experience when they buy from you. It is a map that describes interactions with your brand over time: It is, precisely, a timeline of everything that happens from the first time someone sees your ad until the moment they buy from you.
This practice can provide valuable insight into where you may be failing and where you may be succeeding.
Customer journey maps not only illustrate the path to conversion and issues that may arise along the way, but they also reveal multiple touchpoints related to your marketing outreach efforts.
Stages of the Customer Journey:
- Recognition of the client’s desire or need: The client recognizes the need or desire that moves him or her to act.
- Possible solutions are investigated: At this stage, the client begins to consider as a solution the fact of acquiring a product or service to satisfy that need.
- Potential client evaluates all the possibilities: Not only about price or quality but also other factors such as shipping costs, extra advantages or benefits, etc. Here you will seek to convince the client to consider your product or service.
- Product/service purchase decision: The customer decides to buy, taking advantage of the facilities offered by the chosen brand. It is the conversion stage.
- Purchase evaluation: At this stage, the customer tests and evaluates the product and/or service to find out if it has met their expectations.
- A conclusion is produced about that experience: This stage is where the customer makes reviews of the product or service, as well as (if they liked it) recommendations to other potential customers and many times it is where they decide if they will buy again. in the future.
Evolve as you learn more about your customers’ needs and wants their online behavior, and the ways they interact with different channels.
In short, the Customer Journey is essentially about the steps that a customer takes before, during, and after an interaction with a company. This can be a real face-to-face interaction or a digital interaction.
In essence, it serves to understand the needs and behaviors of your users at each stage of the purchasing cycle. Identify which channels, tactics, and messages are most effective in reaching your potential customers so you can focus on improving conversions.
Customer Journey mapping is important because it allows you to know how and why customers interact with your company or product.
Contact us at Digital Specialist if you need any help to improve the customer journey process of your business.