What is the customer journey?

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The customer journey describes the entire process a customer goes through from the first contact with your brand or product to the purchase and beyond.



A typical customer journey includes the following stages:



Awareness : The potential customer becomes aware of your product, service or brand for the first time.
Consideration : The customer expresses interest and gathers information. They compare products, read reviews, and consider alternatives to make the best decision for their needs.
Decision : In this phase, the customer makes the purchase decision. Targeted offers, discounts, or positive reviews can support the customer in this process.
Purchase : The customer purchases the product or service. The customer experience during the belgium phone number data purchase process can influence future behavior. The customer experience after the purchase, including product quality, customer service, and support, influences customer satisfaction and loyalty.
Loyalty : The customer experience after purchase, including product quality, customer service, and support, influences customer satisfaction and loyalty. If the customer is satisfied with the product and the company, this can lead to repeat purchases and loyalty. The modern view of the customer journey also includes the advocacy phase.
Advocacy : Satisfied customers recommend products or services to others, which can lead to new customers in the awareness stage of the journey. Depending on the product, service, or purchase model (e.g., subscriptions), further, more refined stages can be added to the customer journey.