This process describes the stages a customer goes through when interacting with the brand, from initial awareness to continued loyalty.
Phases of the Customer Journey:
- Awareness: The customer is aware of the existence of a product or service.
- Consideration: The client researches and compares options before making a decision.
- Decision: The customer chooses a product or service and makes the purchase.
- Experience (Experience): The customer uses the product or service, experiences its quality and functionality.
- Loyalty or Loyalty: After the purchase, the customer decides whether to repeat the experience or look for other options in the future.
Importance of the Customer Journey:
- It helps to understand the needs and wants of the client at each stage.
- It allows you to identify critical points and opportunities for improvement.
- Facilitates the personalization of interactions to increase satisfaction.
Example: Let's say a customer is looking to buy a smartphone. Your journey may begin with awareness by seeing an ad online, then move to consideration by researching features and comparing models, followed by decision by choosing and purchasing a phone in a store. You then experience the product in daily use, and if you are satisfied, you may become a loyal customer who chooses the same brand for future purchases. Each of these stages represents a point in the customer journey.