The customer journey refers to the path that the consumer takes throughout the purchasing process, from identifying the need to interest, research, contact with the company and the purchase of a product or service.
This path is made up of different phases, and each of them requires a different type of approach from the company.
Today, the customer journey is used as a basis for organizations to model various processes and the performance of different sectors.
In addition to being important for understanding your consumer, mapping is essential for marketing, sales, customer service, and many other departments.
The goal? Basically, to understand, predict and respond correctly to the behaviors that define your consumer.
How about understanding more about this tool? Get ready to read TOTVS’ complete guide to the customer journey. Let’s go!
What is the customer journey?
The customer journey is a representation used by companies to track and understand the path customers take when they move from being aware of a need or problem to becoming a satisfied customer of a product or service.
You see, have you ever wondered how companies track customer behavior? Or why some companies seem to be able to guess what you want before you even realize it?
The answer is in the customer journey!
By understanding this, companies can identify opportunities to belgium whatsapp data improve customer experience and generate more sales.
Initially, this representation was divided into three phases: Knowledge, Consideration and Decision .
In the first step, customers become aware of a need or problem. In the next phase, they search for information about possible solutions to their problem. And finally, they choose a particular product or service to meet their needs.
But why “at the beginning”? Well, with the evolution of marketing and R&D strategies, the understanding of the journey has evolved, as well as, of course, other stages conditioned to specific markets.
However, as a basic understanding, these three phases are sufficient to understand the structure.
Of course, the customer journey doesn't end there.
Once a purchase is made, businesses must ensure that consumers are satisfied with their purchase and continue to use their product or service.
This process of tracking and understanding customer behavior is known as the customer lifecycle .
By understanding the customer journey and lifecycle, businesses can develop strategies to improve their experience at every stage, resulting in happier customers and more sales.
What is the purpose of the customer journey?
At its core, the customer journey helps businesses understand what customers want and need at each stage of their relationship.
It also helps businesses identify potential areas for improvement so they can provide a better overall experience to their customers.
In addition, it is a tool that helps organizations track customer behavior. With this type of intelligence, it is possible to find flaws in the current operation, as well as optimization opportunities, to improve specific aspects and generate more sales.
Why is it important to understand the consumer journey?
Now, why should your company map your customer journey and what benefits can this effort bring to your business?
We separate some of the aspects that show the importance of the tool.