A digital customer journey refers to the process that a customer goes through when interacting with a company, from the initial discovery phase, through the process of engagement and into a long-term relationship.
It typically starts with the awareness stage, where customers first learn about a product or service. This could be through social media, online advertising, or word of mouth.
Next is the consideration stage, where customers evaluate the product or service. They might visit a company's website, read reviews, or compare it with other options.
The decision stage follows, where customers decide to make a purchase. They might add the product to their online shopping cart and complete the purchase.
After the purchase, there's the retention stage, where companies aim to build a long-term relationship with the customer. This could involve sending them personalized emails, offering loyalty programs, or providing excellent customer service.
Finally, there's the advocacy stage, where satisfied customers become brand advocates. They might leave positive reviews, recommend the product to friends, or share their experiences on social media.
Understanding this journey can help businesses improve their customer experience and increase customer satisfaction.
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