What do the most profitable businesses have in common? They understand that their customer comes first and are essential to their brand’s success. Their focus on the customer’s journey has allowed these successful businesses to understand what they have to do to make the sale.
So, what is a customer journey?
A customer journey tracks the consumer cycle from the awareness stage to consideration, to the purchase, and beyond – the loyalty stage. The idea is that the business implements several communication strategies to keep the customer engaged and making their journey toward the shopping cart.
A great way to engage the process is to quite literally map the journey. A customer journey map consists of several touchpoints along each of the stages based on the appropriate communication strategy. Have you tried to map your customer journey through your favorite brand? What trends do you notice? Let me know in the comments below!