The customer journey is the path that customers take to reach your website and purchase from you. It’s the whole process, from first contact through to the final sale.
There are four key stages to the customer journey:
1. First Contact – The initial contact with your company or website, where someone is looking for information about your products and services.
2. Awareness – When they have found what they are looking for, they will need to decide whether or not to continue to your site. This stage can be split into two sub-stages:
a) Interested – At this point, the visitor has found out about you and is interested in learning more. They are ready to read more about your products or services.
b) Uninterested – The visitor is not interested at all and wants to leave. They are either looking for something else, or have decided not to buy from you.
3. Decision – The decision stage is when a visitor decides to go ahead with their purchase.
4. Purchase – After they have made their decision, they will want to purchase your product or service.
5. Delight – Once they have purchased your product or service, they will want to receive it as soon as possible. You will need to make sure that you can provide it quickly and efficiently.
6. Loyalty – Once they have received their product or service, they will become loyal to you. They will want to come back to you time and time again.
7. Repeat Customer – Once they have become loyal to you, they will want to come back to buy more of your products or services.
In order to create a successful customer journey, you must understand your customer. You need to know who they are, what motivates them, and what makes them tick. Once you have done this, you can then use this information to create a customer journey that works for you.
You should always remember that your customers will be using a number of different devices to access your site, so you need to ensure that your website is accessible across all of these devices. If your site is not accessible, then you could lose sales.