What is a customer journey?
A customer journey is the way your customer experiences your brand from the moment they find you until they’ve finished purchasing what you offer. The process includes pre-purchase, consumption, and post-purchase stages- it is essentially every step along the way from followed to finally delivery of product/service.
Parts of a customer journey
Becoming aware of a need
When a consumer discovers a problem there is a need to fix.
This is when a consumer researches & compares their options. They may look into different brands and compare who will fix their need in a way that they feel brings them the most value.
When a consumer feels they haven’t received the value they feel they should have they may look to the company to provide support.
How people respond to experiences
Brands are perceived differently by males and females. Males tend to be drawn to logic and functionality. Females who tend to be drawn to emotion.