Do you know what a customer journey is? The customer journey is the process that customers go through before, during, and after purchasing your product or service.
In its development, the end-to-end customer journey becomes an approach that can explain the accumulation of customer experiences when interacting with your business, product, or service. From this perspective, it becomes important to manage customer relationships holistically, not as isolated and separate elements – because any negative communication can stop customer loyalty.
To understand it, customer journey mapping is a popular and effective method. In short, you need to create personas of the main customer groups, map out their journey stages, and identify various touchpoints within each stage. The key to each mapping is to focus on the customer, or to use a customer-centric approach.
Stages in the Customer Journey
Some stages you need to know in the Customer Journey are as follows:
– Awareness stage: the stage where you need to know who the potential customer is and which channels are used to reach them so that they are aware of your company, product, or service.
– Consideration stage: the stage where you need to provide accurate information about your company, product, or service to help potential customers make the best decision.
– Purchase stage: the stage where the customer has all the information they need and makes a purchase, so you need to provide the best service to give them a good impression.
– Retention stage: the stage where you need to provide personalized communication to offer customer support, information about new products, and reward customer loyalty.
– Advocacy stage: the stage where customers not only continue to repurchase, they will also recommend your company, product, or service to their relatives.
Benefits of Customer Journey
Certainly, in the implementation of the end-to-end customer journey with a customer-centric approach, there are many benefits that will be obtained in your business, namely:
– You are helped in identifying customer problems, needs, and preferences, and adjusting your products, services, and communication methods from your business.
– Trust, loyalty, and advocacy among customers will be built, even increasing satisfaction, retention, and lifetime value of customers.
– You can create innovation and differentiation, where you can process every insight and feedback from customers to create solutions for their problems.
– Business growth and profitability occur due to the optimization of effective marketing strategies that focus on customers.
Creating a customer journey can provide many benefits for the development of your business. However, in its implementation, there may be some aspects that need to be learned in depth. KPSG can be your partner in shaping the customer journey and improving customer satisfaction. Consult your needs now!