Customer Journey: Pillars, Steps and Tips to Optimize with Bitrix24

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Have you ever heard of the Customer Journey? Basically, the customer journey is the path a person takes from the moment they discover the existence of a product or service until the moment they make a purchase.

In this post, we’ll explore each of the steps and explain how you can map the customer journey to better understand your consumers’ needs and expectations. So, if you want to improve your customers’ experience and increase the chances of loyalty, keep reading!

Learn what the Customer Journey is
The Customer Journey is the path that the customer takes from the first contact with the brand and goes far beyond the purchase of a product or service.

Unlike the Purchase Journey or Marketing and Sales Funnel, the Customer Journey adopts the Bow Tie Funnel, called this because it incorporates the post-sale stages creating a kind of inverted “V”, as shown in the image below:

Bow Tie Funnel: metaphor that illustrates the steps
Just like the traditional marketing and sales funnel, the Bow Tie Funnel is a metaphor that illustrates all the steps customers go through until they reach a goal.

However, this goal is not just the purchase, but also loyalty to your brand. Another important point about the format of this funnel is that it expands as customers have good experiences with your brand. Any idea why?

Well, let's remember that happy customers are very profitable. The happier they are with your company, the more likely they are to:

Recommend the brand to friends (word of mouth marketing);
Interact positively with your brand on social media;
Write positive reviews about your products and/or services;
Increase the average purchase price;
They acquire other products and services, which are not necessarily related to the first acquisition;
Defend your company against negative comments from other customers.
Therefore, the funnel expands post-purchase, as the chances of the same customer becoming even more profitable increase.

Understand what the customer journey is for
The customer journey is a very important concept for marketing and sales egypt telemarketing data departments. It consists of mapping all the steps a customer goes through from the moment they learn about your company until they become a customer.

The objective is to understand consumer behavior at each stage and offer them a personalized and satisfactory experience at all points of contact with the company.

Customer Journey for Marketing
Man typing on his laptop evaluating the customer journey for marketing. Above are images of graphs, letters and documents in hologram.

In marketing, the customer journey is important to understand how to attract customers and turn them into opportunities. It is necessary to understand the pain points and needs of each customer at each stage of the journey in order to offer content and solutions that help them move forward in the sales funnel .

Customer Journey for Sales
In the sales area, the customer journey is essential to understand how to lead the customer to the purchase decision. It is necessary to add value to what is offered and what is a need and pain point for this customer. It is necessary to understand the customer's objections and doubts to offer personalized solutions and ensure conversion.

Find out how important the customer journey is for your company
Knowing your customers’ journey is extremely important for a company. If you want to have more control over your business’ sales process, you will undoubtedly need this information.

But why is the customer journey so useful? Well, it reveals what stage of the sales funnel the consumer is in. This way, you and your team can know how close they are to making a purchase.

Furthermore, with this data you will be able to improve your business's marketing strategies to attract leads more efficiently.

Learn about the stages of the customer journey
The stages of the customer journey are: learning and discovery, awareness, consideration, purchase decision, and customer loyalty. At each stage, the customer has different needs and expectations, and you need to offer customized solutions to meet them.

Learning and discovery:
At this stage of learning and discovery, the customer is not yet aware of a problem or need and seeks information from various sources to better understand their situation, such as blogs, specialized websites , forums and social networks .

Recognition:
In the awareness stage, the customer has already identified a problem or need and is researching information about how to solve that problem, including specific products and services, features, and benefits.