- Awareness Stage: The customer becomes aware of a product or service through marketing channels such as social media, advertising, or word-of-mouth.
- Consideration Stage: The customer begins to research the product or service and compare it to competitors. They might read reviews, visit the company website, or engage with sales representatives.
- Decision Stage: The customer decides to purchase the product or service. This stage includes the actual sales transaction and any post-sales follow-up.
To map this journey, you could create a visual representation that outlines the key touchpoints and actions that the customer takes at each stage.
- Awareness: The customer sees an ad on social media and clicks through to the company website.
- Consideration: The customer reads through product descriptions and looks at reviews. They might engage in a chat with a sales representative on the website or attend a webinar.
- Decision: The customer makes a purchase and receives a confirmation email. A sales representative follows up to ensure satisfaction and answer any questions.
By mapping out this journey, you can identify potential areas for improvement, such as optimizing the website for better navigation or providing more informative product descriptions. Additionally, you can determine where to focus your resources, such as investing in targeted advertising or providing more robust post-sales support.