The customer journey involves various stages. For customer journey mapping to be effective, you need to capture these stages effectively. Here are the five main stages:
Awareness : The customer journey typically begins with awareness, during which the customer sees a need or recognizes a challenge.
Consideration : During this stage, the average customer explores possible options and then compares and evaluates the options.
Decision : During this stage, the customer chooses a product or service and then purchases it.
Retention : However, the journey doesn’t end there. There is another phase known as the retention phase . This includes post-purchase support, product usage, and satisfaction.
Advocacy: The final stage is the advocacy stage, where the customer makes repeat purchases and may also recommend your brand. It involves customer loyalty.
Identifying your customer's buying stages helps improve your marketing efforts by creating targeted and relevant marketing strategies. This improves customer engagement, conversion rates, and optimizes resource allocation.
5. Get a clear picture of the channels where customer actions take place
People don’t typically buy products on social media or read 4,000-word articles in an email. Each channel comes rcs database with certain expectations, norms, and actions.
However, social media can encourage consumers to click through to your sales page, just as an email can encourage subscribers to click through to a long blog article.
Your job is to figure out how all of these touchpoints interact.
6. Use performance indicators to identify critical areas of opportunity
KPIs are metrics you should track to understand consumer behavior.
For example, website traffic is a performance indicator. It tells you how many people find your site through different paths.