They may need to return the item, exchange it, or request a refund. This is where customers receive their purchased item(s). Here is the point at which the customer goes onto your website and makes the actual purchase. You can encourage them to buy by offering discounts, special promotions, free shipping, etc. DecisionĬustomers decide if they want to buy your product or another one in the decision stage. At this stage, they will compare your product features and pricing to that of your competitors. ConsiderationĬustomers start considering whether or not to buy your product in the consideration stage. In this stage, customers might be searching online for similar products, reading reviews about your brand, or simply browsing through your site. The awareness stage is the first time a potential customer becomes aware of your brand or product. The customer journey map should include these stages: In the eCommerce industry, a customer journey map is often referred to as an omnichannel customer journey map because it encompasses all channels that a consumer may use to reach and engage with your company website as well as the path to purchase they take once there. It shows all stages of the buyer’s journey – from awareness to consideration to purchase and even to post-purchase aspects – and includes key touchpoints along the way. This information can also help you identify areas where you can improve your customer experience.Īs specified in the introduction, a customer journey map is a visual representation of how customers interact with your business. ![]() The CJM helps you better understand where your customers are at every buying cycle stage, allowing you to optimize your marketing and sales strategies.Ĭreating a customer journey map is a great way to get a clear picture of your customers’ behavior. How would you describe your customer journey map? If you don’t already have one, why not create one now?Ī customer journey map (CJM) visual represents the steps customers take from their initial interest in your brand or product to becoming loyal customers. ![]() Subscription management solution to maximize recurring revenueįull commerce solution built for digital goods salesĪdditional services to boost online sales ![]() Accept mobile and online payments from buyers worldwide
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