Do you know how to develop your business's customer journey?
Posted: Sun Jan 19, 2025 10:39 am
Purchasing a product or service involves a much longer process than simply walking into a store, choosing the option that appeals to you the most, and completing the purchase. In fact, customers often do n't even know that they need a particular item. They take some time to decide what and where to buy, and may even discover new needs through research.
Knowing this, in order for your business to be chosen by consumers, it is necessary to understand the stages they go through, that is, to follow the customer journey. In today's post, you will understand if you already follow this service protocol and will be able to clear up any doubts on the subject.
What is the customer journey?
The customer journey is the set of steps, real or probable, that the customer goes through in their relationship with a brand during the purchasing, usage, or relationship experience.
A stage can be defined as a point of truemoney database with the customer, an entry or exit contact.
What are the stages of the customer journey?
Below, in four specific items, we will show you the phases of the customer journey and the points that should be taken care of in each of them. Please note:
1. Discovery
Initially, it is common for people not to know that they have a problem that needs to be solved. Through research on the internet or information from catalogs, for example, they may identify a need. At this point, there is little point in a salesperson approaching them, because the consumer does not even know whether their desire is a priority.
Since quality content is a big draw, if your company produces blog posts, e-books, videos and tutorials that gain the customer's trust, you could be the first purchase option when they define exactly what they need to satisfy their needs.
2. Consideration
At this stage, the prospect already knows what their problem is, the causes, and begins to prepare to find a solution. Although they know which product they need, they have not yet decided which model or brand is most suitable. For example, a customer who wants a car will have several options available, with different technical characteristics.
During the process, if they have access to specific materials, such as guides or in-depth videos about the different options for the product they are looking for, it will be easier for them to trust your brand.
3. Decision
This is the key moment. The buyer is already well informed, understands the problem they want to solve and is familiar with the solutions available on the market. Now, they are looking for samples and product demonstrations, as well as opinions from consumers who have already been served.
At this stage, your company must provide even more attractive and decisive content: testimonials from satisfied customers and free product trials.
Knowing this, in order for your business to be chosen by consumers, it is necessary to understand the stages they go through, that is, to follow the customer journey. In today's post, you will understand if you already follow this service protocol and will be able to clear up any doubts on the subject.
What is the customer journey?
The customer journey is the set of steps, real or probable, that the customer goes through in their relationship with a brand during the purchasing, usage, or relationship experience.
A stage can be defined as a point of truemoney database with the customer, an entry or exit contact.
What are the stages of the customer journey?
Below, in four specific items, we will show you the phases of the customer journey and the points that should be taken care of in each of them. Please note:
1. Discovery
Initially, it is common for people not to know that they have a problem that needs to be solved. Through research on the internet or information from catalogs, for example, they may identify a need. At this point, there is little point in a salesperson approaching them, because the consumer does not even know whether their desire is a priority.
Since quality content is a big draw, if your company produces blog posts, e-books, videos and tutorials that gain the customer's trust, you could be the first purchase option when they define exactly what they need to satisfy their needs.
2. Consideration
At this stage, the prospect already knows what their problem is, the causes, and begins to prepare to find a solution. Although they know which product they need, they have not yet decided which model or brand is most suitable. For example, a customer who wants a car will have several options available, with different technical characteristics.
During the process, if they have access to specific materials, such as guides or in-depth videos about the different options for the product they are looking for, it will be easier for them to trust your brand.
3. Decision
This is the key moment. The buyer is already well informed, understands the problem they want to solve and is familiar with the solutions available on the market. Now, they are looking for samples and product demonstrations, as well as opinions from consumers who have already been served.
At this stage, your company must provide even more attractive and decisive content: testimonials from satisfied customers and free product trials.