Customer Journey is the complete experience of a consumer with a company, from the first contact to the post-sale. Understanding this concept allows organizations to generate value throughout the entire purchasing process and actively participate in it, educating the market and its audience and generating value.
Guest Author
Aug 26, 20 | 9 min read
What is the customer journey?
Reading time: 7 minutes
There was a time when the moment of making a purchasing decision was the focus of Marketing actions.
However, consumer behavior has changed a lot in recent years and today it is essential for companies to be part of the personal growth of their audience.
In this new communication scenario, Digital Marketing was born , and that is why its strategies are full of concepts related to empathy, behavior and humanization .
In general, what we need to understand is that
except for basic needs, people do not decide to buy something suddenly, nor do they become loyal to a brand spontaneously.
These decisions are gradually built on a process that is part of the so-called Customer Journey.
In this article, you’ll learn how to map your customer journey so your business can generate even more insight and value for its audience.
Continue reading to learn more about this exciting topic!
What is the Customer Journey?
The Customer Journey is the path taken by the customer throughout their relationship with a company . It is your customer’s history with your brand, from the first contact (visit, service, printed material or online content) to the purchase and after-sales.
In practice, what marketing professionals palestinian territories email list 100000 contact leads do is create a narrative to understand the doubts, pains and needs of the public at each stage of this journey.
In this way, we can design a personalized strategy capable of attracting , educating and transforming consumers into engaged customers .
This approach is based on the fact that it is not only the characteristics of a product or service that determine the purchase.
The modern consumer is looking for an experience that goes beyond the solution offered and often doesn’t even realize they have a problem. That’s exactly where Content Marketing comes in .
What are the stages of the Customer Journey
We can imagine different journeys what is conversational marketing and why is it important? depending on the characteristics of the public, the market or the business itself. However, in a Content Marketing strategy, we usually work with four essential stages:
Learning and discovery: the consumer does not yet fully understand their problem and your company must help them do so;
Solution Consideration: Your leads are already aware of the problem and are starting to look for more details and solutions;
Purchase decision: Your leads are analyzing available solutions and converting into sales opportunities;
loyalty: your sales opportunities eventually become customers and maintain their relationship with your brand.
For each of these steps, there is an appropriate betting email list way to communicate and carry out your marketing actions, as you can see in our infographic .