The customer journey — definition, stages, and benefits
Businesses need to understand their customers to increase engagement, sales, and retention. But building an understanding with your customers isn’t easy.
The customer journey is the road a person takes to convert, but this journey isn’t always obvious to business owners. Understanding every step of that journey is key to business success. After reading this article, you’ll understand the customer journey better and how to use it to improve the customer experience while achieving your business goals.
This post will discuss:
- What a customer journey is
- Customer journey stages
- Benefits of knowing the customer journey
- What a customer journey map is
- How to create a customer journey map
- Use the customer journey map to optimize the customer experience
What is a customer journey?
The customer journey is a series of steps — starting with brand awareness before a person is even a customer — that leads to a purchase and eventual customer loyalty. Businesses use the customer journey to better understand their customers’ experience, with the goal of optimizing that experience at every touchpoint.
Giving customers a positive customer experience is important for getting customers to trust a business, so optimizing the customer journey has never mattered more. By mastering the customer journey, you can design customer experiences that will lead to better customer relationships, loyalty, and long-term retention.
Customer journey vs. the buyer journey
The stages of the customer’s journey are different from the stages of the buyer’s journey. The buyer’s journey follows the customer experience from initial awareness of a brand to buying a product. The customer journey extends beyond the purchase and follows how customers interact with your product and how they share it with others.
Customer journey stages
Every lead goes through several stages to become a loyal customer. The better this experience is for customers at each stage, the more likely your leads are to stick around.
Ensure that your marketing, sales, and customer service teams optimize for these five stages of the customer journey:
In the awareness phase, your target audience is just becoming aware of your brand and products. They need information or a solution to a problem, so they search for that information via social media and search engines.
For example, if someone searches on Google for pens for left-handed people, their customer journey begins when they’re first aware of your brand’s left-handed pen.
At this stage, potential customers learn about your business via web content, social media, influencers, and even their friends and family. However, this isn’t the time for hard sells. Customers are simply gathering information at this stage, so you should focus first on answering their questions and building trust.
In the consideration phase, customers begin to consider your brand as a solution to their problem. They’re comparing your products to other businesses and alternative solutions, so you need to give these shoppers a reason to stick around.
Consideration-stage customers want to see product features that lean heavily toward solving problems and content that doesn’t necessarily push a sale. At this stage, businesses need to position their solution as a better alternative. For example, a nutrition coaching app might create content explaining the differences between using the app and working with an in-person nutritionist — while subtly promoting the benefits of choosing the app.
The purchase stage is also called the decision stage because at this stage customers are ready to make a buying decision. Keep in mind that their decision might be to go with a competing solution, so purchase-stage buyers won’t always convert to your brand.
As a business, it’s your job to persuade shoppers at this stage to buy from you. Provide information on pricing, share comparison guides to showcase why you’re the superior option, and set up abandoned cart email sequences.
The customer journey doesn’t end once a shopper makes their first purchase. Once you’ve converted a customer, you need to focus on keeping them around and driving repeat business. Sourcing new customers is often more expensive than retaining existing clients, so this strategy can help you cut down on marketing costs and increase profits.
The key to the retention stage is to maintain positive, engaging relationships between your brand and its customers. Try strategies like regular email outreach, coupons and sales, or exclusive communities to encourage customer loyalty.
In the advocacy stage, customers are so delighted with your products and services that they spread the word to their friends and family. This goes a step beyond retention because the customer is actively encouraging other people to make purchases.
Customer journeys don’t have a distinct end because brands should always aim to please even their most loyal customers. In the advocacy stage of the customer journey, you can offer referral bonuses, loyalty programs, and special deals for your most active customers to encourage further advocacy.
Benefits of knowing the customer journey
Being aware of the customer journey helps shed more light on your target audience’s expectations and needs. In fact, 80% of companies compete primarily on customer experience. This means optimizing the customer journey will not only encourage your current customers to remain loyal but will also make you more competitive in acquiring new business.
More specifically, acknowledging the customer journey can help you:
- Understand customer behavior. Classifying every action your customers take will help you figure out why they do what they do. When you understand a shopper’s “why,” you’re better positioned to support their needs.
- Identify touchpoints to reach the customer. Many businesses invest in multichannel marketing, but not all of these touchpoints are valuable. By focusing on the customer journey, you’ll learn which of these channels are the most effective for generating sales. This helps businesses save time and money by focusing on only the most effective channels.
- Analyze the stumbling blocks in products or services. If leads frequently bail before buying, that could be a sign that something is wrong with your product or buying experience. Being conscious of the customer journey can help you fix issues with your products or services before they become a more expensive problem.
- Support your marketing efforts. Marketing requires a deep familiarity with your target audience. Documenting the customer journey makes it easier for your marketing team to meet shoppers’ expectations and solve their pain points.
- Increase customer engagement. Seeing the customer journey helps your business target the most relevant audience for your product or service. Plus, it improves the customer experience and increases engagement. In fact, 29.6% of customers will refuse to embrace branded digital channels if they have a poor experience, so increasing positive customer touchpoints has never been more important.
- Achieve more conversions. Mapping your customers’ journey can help you increase conversions by tailoring and personalizing your approach and messages to give your audience exactly what they want.
- Generate more ROI. You need to see a tangible return on your marketing efforts. Fortunately, investing in the customer journey improves ROI across the board. For example, brands with a good customer experience can increase revenue by 2–7%.
- Improve customer satisfaction and loyalty. Today, 94% of customers say a positive experience motivates them to make future purchases. Optimizing the customer journey helps you meet shopper expectations, which increases satisfaction and loyalty.
What is a customer journey map?
A customer journey map is a visual representation of every step your customer takes from being a lead to eventually becoming an advocate for your brand. The goal of customer journey mapping is to simplify the complex process of how customers interact with your brand at every stage of their journey.
Businesses shouldn’t use a rigid, one-size-fits-all customer journey map. Instead, they should plan flexible, individual types of customer journeys — whether they’re based on a certain demographic or on individual customer personas. To design the most effective customer journey map, your brand needs to understand a customer’s:
- Actions. Learn which actions your customer takes at every stage. Look for common patterns. For example, you might see that consideration-stage shoppers commonly look for reviews.
- Motivations. Customer intent matters. A person’s motivations change at every stage of the customer journey, and your map needs to account for that. Include visual representation of the shopper’s motivations at each stage. At the awareness stage, their motivation might be to gather information to solve their problem. At the purchase stage, it might be to get the lowest price possible.
- Questions. Brands can take customers’ common questions at every stage of the customer journey and reverse-engineer them into useful content. For example, shoppers at the consideration stage might ask, “What’s the difference between a DIY car wash and hiring a professional detailer?” You can offer content that answers their question while subtly promoting your car detailing business.
- Pain points. Everybody has a problem that they’re trying to solve, whether by just gathering intel or by purchasing products. Recognizing your leads’ pain points will help you craft proactive, helpful marketing campaigns that solve their biggest problems.
Customer journey touchpoints
Every stage of the customer journey should also include touchpoints. Customer touchpoints are the series of interactions with your brand — such as an ad on Facebook, an email, or a website chatbot — that occur at the various stages of the customer journey across multiple channels. A customer’s actions, motivations, questions, and pain points will differ at each stage and at each touchpoint.
For example, a customer searching for a fishing rod and reading posts about how they’re made will have very different motivations and questions from when later comparing specs and trying to stay within budget. Likewise, that same customer will have different pain points when calling customer service after buying a particular rod.
It might sound like more work, but mapping the entire customer journey helps businesses create a better customer experience throughout the entire lifecycle of a customer’s interaction with your brand.
How to create a customer journey map
Before jumping into the steps of how to create the customer journey map, first be clear that your customer journey map needs to illustrate the following:
- Customer journey stages. Ensure that your customer journey map includes every stage of the customer journey. Don’t just focus on the stages approaching the purchase — focus on the retention and advocacy stages as well.
- Touchpoints. Log the most common touchpoints customers have at every stage. For example, awareness-stage touchpoints might include your blog, social media, or search engines. Consideration-stage touchpoints could include reviews or demo videos on YouTube. You don’t need to list all potential touchpoints. Only list the most common or relevant touchpoints at each stage.
- The full customer experience. Customers’ actions, motivations, questions, and pain points will change at every stage — and every touchpoint — during the customer journey. Ensure your customer journey map touches on the full experience for each touchpoint.
- Your brand’s solutions. Finally, the customer journey map needs to include a branded solution for each stage and touchpoint. This doesn’t necessarily mean paid products. For example, awareness-stage buyers aren’t ready to make a purchase, so your brand’s solution at this stage might be a piece of gated content.
With these necessary elements in mind, creating an effective customer journey map is a simple three-step process.
1. Create buyer personas
A buyer persona is a fictitious representation of your target audience. It’s a helpful internal tool that businesses use to better understand their audience’s background, assumptions, pain points, and needs. Each persona differs in terms of actions, motivations, questions, and pain points, which is why businesses need to create buyer personas before they map the customer journey.
To create a buyer persona, you will need to:
- Gather and analyze customer data. Collect information on your customers through analytics, surveys, and market research.
- Segment customers into specific buying groups. Categorize customers into buying groups based on shared characteristics — such as demographics or location. This will give you multiple customer segments to choose from.
- Build the personas. Select the segment you want to target and build a persona for that segment. At a minimum, the buyer persona needs to define the customers’ basic traits, such as their personal background, as well as their motivations and pain points.
For example, ClearVoice created a buyer persona called “John The Marketing Manager.” The in-depth persona details the target customer’s pain points, pet peeves, and potential reactions to help ClearVoice marketers create more customer-focused experiences.
2. List the touchpoints at each customer journey stage
Now that you’ve created your buyer personas, you need to sketch out each of the five stages of the customer journey and then list all of the potential touchpoints each buyer persona has with your brand at every one of these five stages. This includes listing the most common marketing channels where customers can interact with you. Remember, touchpoints differ by stage, so it’s critical to list which touchpoints happen at every stage so you can optimize your approach for every buyer persona.
Every customer’s experience is different, but these touchpoints most commonly line up with each stage of the customer journey:
- Awareness. Advertising, social media, company blog, referrals from friends and family, how-to videos, streaming ads, and brand activation events.
- Consideration. Email, sales calls, SMS, landing pages, and reviews.
- Purchase. Live chat, chatbots, cart abandonment emails, retargeting ads, and product print inserts.
- Retention. Thank you emails, product walkthroughs, sales follow-ups, and online communities.
- Advocacy. Surveys, loyalty programs, and in-person events.
Leave no stone unturned. Logging the most relevant touchpoints at each stage eliminates blind spots and ensures your brand is there for its customers, wherever they choose to connect with you.
3. Map the customer experience at each touchpoint
Now that you’ve defined each touchpoint at every stage of the customer journey, it’s time to detail the exact experience you need to create for each touchpoint. Every touchpoint needs to consider the customer’s:
- Actions. Describe how the customer got to this touchpoint and what they’re going to do now that they’re here.
- Motivations. Specify how the customer feels at this moment. Are they frustrated, confused, curious, or excited? Explain why they feel this way.
- Questions. Every customer has questions. Anticipate the questions someone at this stage and touchpoint would have — and how your brand can answer those questions.
- Pain points. Define the problem the customer has — and how you can solve that problem at this stage.
For example, imagine you sell women’s dress shoes. You’re focusing on the buyer persona of a 36-year-old Canadian woman who works in human resources. Her touchpoints might include clicking on your Facebook ad, exploring your online shop, but then abandoning her cart.
After receiving a coupon from you, she finally buys. Later, she decides to exchange the shoes for a different color. After the exchange, she leaves a review. Note how she acts at each of these touchpoints and detail her likely pain points, motivations, and questions, for each scenario.
Note on the map where you intend to respond to the customer’s motivations and pain points with your brand’s solutions. If you can create custom-tailored solutions for every stage of the funnel, that’s even better.
Use the customer journey map to optimize the customer experience
A positive customer experience is the direct result of offering customers personalized, relevant, or meaningful content and other brand interactions. By mapping your customers’ motivations and pain points with your brand’s solutions, you’ll find opportunities to improve the customer experience. When you truly address their deepest needs, you’ll increase engagement and generate more positive reviews.
Follow these strategies to improve the customer experience with your customer journey map:
- Prioritize objectives. Identify the stages of the customer journey where your brand has the strongest presence and take advantage of those points. For example, if leads at the consideration stage frequently subscribe to your YouTube channel, that gives you more opportunities to connect with loyal followers.
- Use an omnichannel approach to engage customers. Omnichannel marketing allows businesses to gather information and create a more holistic view of the customer journey. This allows you to personalize the customer experience on another level entirely. Use an omnichannel analytics solution that allows you to capture and analyze the true cross-channel experience.
- Personalize interactions at every stage. The goal of mapping the customer journey is to create more personalized, helpful experiences for your audience at every stage and touchpoint. For example, with the right data you can personalize the retail shopping experience and customer’s website experience.
- Cultivate a mutually trusting relationship. When consumer trust is low, brands have to work even harder to earn their customers’ trust. Back up your marketing promises with good customer service, personalized incentives, and loyalty programs.
Getting started with customer journeys
Customer journeys are complicated in an omnichannel environment, but mapping these journeys can help businesses better understand their customers. Customer journey maps help you deliver the exact experience your customers expect from your business while increasing engagement and sales.
When you’re ready to get started, trace the interactions your customers have at each stage of their journey with your brand. Adobe Customer Journey Analytics — a service built on Adobe Experience Platform — can break down, filter, and query years’ worth of data and combine it from every channel into a single interface. Real-time, omnichannel analysis and visualization let companies make better decisions with a holistic view of their business and the context behind every customer action.
Learn more about Customer Journey Analytics by watching the overview video.