Customer journey l Why & how create it for your online business
The digital customer journey, which you may have already heard of, refers to the real or fictitious path taken by a customer from the moment they identify their "need" to the stage where they decide to make a purchase. This path taken by the customer includes many stages which we will detail later and which include all the phases of reflection up to the post-purchase path (opinion on the purchase, additional purchases, etc.).
So, in concrete terms, what is the purpose of modelling a customer journey for a company? Quite simply, to improve the customer experience. By better understanding the customer journey, you will be able to make it more enjoyable and intuitive. This will increase customer loyalty and ensure that visitors to your online shop become loyal customers.
Customer journey modelling:
Step 1: Identifying a need and finding information
Step 2: Comparing the different information obtained
Stage 3: Decision-making and purchase
Stage 4: Receiving and using the product
Step 5: The customer's assessment of the product
Step 6: After-sales service and loyalty
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CHAPTERS OF THIS VIDEO
0:00 Intro
1:11 What is a customer journey
1:42 Why establish and analyze a customer journey
2:11 Customer journey modeling: Keys steps
2:29 Identifying a need and finding information
3:14 Comparing the different information obtained
3:38 Decision-making and purchase
4:14 Receiving and using the product
5:08 The customer's assessment of the product
5:58 After-sales service and loyalty
6:25 The 4 keys to the successful digital customer journey
8:27 Customer journey's FAQ
8:35 What are the challenges of the customer journey?
9:00 How to map a customer journey
9:30 How to improve the customer journey
10:13 Get in touch
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#CustomerJourney #StepbyStep #Digital