Stages Of A Customer Journey

If you want to highlight a combination of user’s feelings, challenges, and steps in a visual path, then a customer journey map will be your best friend. In this stage, consumers start to narrow down their list of options to find the right product or service. Before you start to map out the customer journey, define your larger business and customer goals.

Sometimes overlooked as a stage of the customer journey, this is especially important for companies where repeat business is paramount. It’s not as valuable to them as money, but it’s the first step. Some marketers include retention and advocacy as later stages of the customer journey.

Most customer journeys will usually account for these phases:

Decision the last stage of the customer journey is the decision stage. When potential customers are in the decision stage, they fully commit to one solution or method to solve their problem. Lets use the example of buying a new or used car. This is how someone discovers your company, usually through a search engine or your paid advertising efforts.