What is a customer journey and why is it important to us?

The most essential element for a business,

On him will rise or fall his success,

The common denominator between all the different types of businesses,

Crossing languages, continents and types of currency is of course -

the customer

How do we, as business owners, make sure our customers are satisfied? How will we ensure that their shopping experience through us is optimal? How can we contact them as personally as possible, while we know that each customer is a different person in his own right?

A customer journey is actually the path our customers go through, from the initial exposure to the business to their warm recommendation following a positive purchase and service experience. A customer journey includes all aspects of our relationship with customers, so it is important to formulate a careful marketing strategy. Through preliminary planning and forward thinking, we can analyze the customer's journey down to the smallest details - locate all the meeting points of the customer with the business and strengthen the weak points. This way we can improve ourselves, increase the amount of potential customers and retain a larger amount of existing customers.

Ready for the journey?

So it's time to take off your shoes, because you have to step into the customer's shoes and start walking!

first step

awareness

Not surprisingly, the first step in the customer's journey is the initial exposure to us.
If he knows us, great! We can move on to the next step.
If he does not know us, what means should we use to be exposed to him?
☆ Marketing in search engines
☆ Sponsored advertising
☆ Content marketing
☆ Social media marketing

first step

second level:

involvement

The customer knows us, but doesn't like or trust us yet.
Therefore, the next step is to start developing a relationship. In the second step, we have to create a dialogue with the customer.
How can we engage with our business from the customer's side?
☆ Advertising by email
☆ Content marketing
☆ Social media marketing

second level:

third phase

enrollment

Now that the customer is involved in your actions and business, you need to take your relationship one step further. By providing details, the customer gives you permission to contact him again in the future.
You can create this commitment by popping up a registration form, or by guaranteeing an exclusive benefit to customers who leave contact information.
How will we create subscribers and registrants?
☆ Content marketing
☆ Email marketing
☆ Sponsored advertising
☆ Conversion optimization

third phase

Fourth step

investment

At this stage, customers who show involvement in your business may be ready to convert their interest in two ways - investment of time and investment of money in your business and product.
This stage is critical in the customer journey. The key to success at this stage is to offer the potential customer a purchase at a low starting price. The purpose of such an offer is to give a new customer enormous value, without forcing him to risk a lot of money, time and energy.
How do we do it?
☆ Sponsored advertising
☆ Content marketing
☆ Email marketing
☆ Search engine marketing

Fourth step

Fifth step

A positive impression

At this point, the customer has already trusted you enough and made a deal with you. Well done!
Now is not the time to rest on our laurels, you must make sure that the transaction was nothing less than perfect, we are not interested in one-time customers who are not enthusiastic about us - we must leave a positive impression on them and preserve the relationship!
We should appreciate the fact that they trusted us enough to make a purchase, and it's important that we thank them for that. In addition, through proper marketing (and a really good product) we will be able to generate among the customer enthusiasm for an additional value for doing business with us, which will guarantee us a bright future together.
How do we do it?
☆ Email and SMS marketing
☆ Content marketing

Fifth step

Sixth step

exaltation

At this point, the customer is in a position where he is ready to buy from us more frequently. If our business has a major profitable proposition, now is the time to offer it to him. Of course, at the same time, you can offer him relevant related offers. In order to give the customer the ability to trust us and commit to our service, we can offer him attractive offers that are suitable for returning/old customers. How do we do it? ☆ Email marketing
☆ Content marketing
☆ Sponsored advertising

Sixth step

Seventh stage

promotion

If we did our job faithfully, our customers leave satisfied!
Satisfied customers generate positive discourse about our business and our product, thus becoming advertisers on their own behalf and promoting our business.
We can encourage satisfied customers to generate positive discourse by encouraging them to write a recommendation, or by ☆ social media marketing
☆ Email marketing
☆ Search engine marketing

Seventh stage

So this is your customer journey on one leg, hope you are not tired!

Through this process you will be able to deeply understand your customer experience and improve yourself accordingly. We recommend that you prepare a careful marketing strategy and plan your customer journey using a professional diagram.
For more details on creating a customer journey diagram that will lead to smarter sales processes - contact our experts!

Elad Yanai

Digital and Internet expert for more than 20 years. Graduated with a degree (BsC) with honors in the field of Media Productions - (Melbourne-Australia). Owner of corporate tax in the field of website building, promotion, marketing and technological trainings. Expert in business consulting for excellence, WordPress system, and implementation of ERP systems in organizations and companies. "My passion is to help people manage and conduct themselves with efficiency, wisdom and passion."