Good to know: Sooner or later, you will probably come across the term user journey
in connection with the customer journey . Although both terms are sometimes used synonymously, they stand for different concepts. The user journey generally focuses on the experiences and interactions of a user with a product, website or application and plays a central role in the area of user experience (UX) design and product development. While the user journey looks at the user experience and product behavior, the customer journey analyzes the entire customer relationship with the company.
The customer journey is divided into different phases in order to better understand the customer's journey from the first contact to long-term loyalty to a company. The individual phases help companies to identify the needs and expectations of their customers and to respond to them in a targeted manner. They include:
1. Awareness
In the awareness phase, the potential customer estonia whatsapp data recognizes that they have a need or a problem that they want to solve. They don't necessarily know what product or service they need yet, but they are starting to learn about their problem. They therefore need content that helps them diagnose the problem and show possible solutions. This can include blog articles, how-to guides and general white papers. The goal in this phase is to help the customer solve their problem, not to encourage them to buy.
2nd Consideration
In the Consideration phase, customers have done enough research to determine that they need a product or service. At this point, they start comparing brands and their offerings. During this phase of the customer journey, you should therefore provide your potential customers with product-related content that helps them choose between different offerings and ultimately decide on your product or service. Content in this phase can be provided via your blog, website, search engines, social media or trade shows, for example, and can include product comparisons, case studies or product-focused white papers.
3. Decision
In the decision phase, the customer has decided on a solution and is ready to buy. In this phase, it is particularly important to offer the customer a seamless purchasing process to make the purchase as easy and straightforward as possible. In this phase, it is no longer about general information or general product content. Rather, potential customers now need concrete price information, free demos and advice, as well as a user-friendly purchasing process, e.g. in the form of a stable web shop.