What is the customer journey?
Posted: Mon Feb 17, 2025 8:49 am
The customer journey tells the story of your customer’s experiences with your brand across all touchpoints. Traditionally customer journeys can be considered to have five key stages:
Reach: this is your chance to reach new customers while their deliberating, researching, and comparing products and propositions.
Acquisition: when customers land on your website or subscribe to your email marketing they’ve officially been acquired. This stage should be about building trust.
Conversion: after you’ve educated your new audience and customers are ready to convert you should be providing value and building a strong relationship.
Retention: to retain your newly converted customers you need to be showing customers that you care about how they feel and the benefits that come with their loyalty.
Loyalty: brand loyalty is of the utmost importance; loyal customers overseas chinese in uk data turn into brand advocates and that’s the name of the game.
Mapping the customer journey
Customer journey map
Whether you’re an ecommerce, B2B, or a non-profit business, how your customers interact with your brand will be unique. You need to consider all experiences customers have when interacting with you.
Mapping your customer journey can be particularly helpful to identify motivators and potential obstacles across customer touchpoints. While customer journey maps are often depicted as timelines, modern customer relationships are lifecycles.
The cyclical nature of lifecycles means there’s no end to the journey. Customer loyalty is the ultimate goal. Brands have to continually deliver relevant, timely, and personalized messages to retain customers. If you don’t, you’ll not remain at the top of customers’ minds and brand awareness will quickly fade.
Visualizing the customer journey will help you pinpoint key channels for each stage. When you know which channels to target, conversion, and retention will be easier to optimize.
Reach: this is your chance to reach new customers while their deliberating, researching, and comparing products and propositions.
Acquisition: when customers land on your website or subscribe to your email marketing they’ve officially been acquired. This stage should be about building trust.
Conversion: after you’ve educated your new audience and customers are ready to convert you should be providing value and building a strong relationship.
Retention: to retain your newly converted customers you need to be showing customers that you care about how they feel and the benefits that come with their loyalty.
Loyalty: brand loyalty is of the utmost importance; loyal customers overseas chinese in uk data turn into brand advocates and that’s the name of the game.
Mapping the customer journey
Customer journey map
Whether you’re an ecommerce, B2B, or a non-profit business, how your customers interact with your brand will be unique. You need to consider all experiences customers have when interacting with you.
Mapping your customer journey can be particularly helpful to identify motivators and potential obstacles across customer touchpoints. While customer journey maps are often depicted as timelines, modern customer relationships are lifecycles.
The cyclical nature of lifecycles means there’s no end to the journey. Customer loyalty is the ultimate goal. Brands have to continually deliver relevant, timely, and personalized messages to retain customers. If you don’t, you’ll not remain at the top of customers’ minds and brand awareness will quickly fade.
Visualizing the customer journey will help you pinpoint key channels for each stage. When you know which channels to target, conversion, and retention will be easier to optimize.