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As a business owner, tracking the customer journey can help you attract customers and turn leads into sales. Customers engage in specific behaviors when engaging with business websites or apps, so organizations should rely on journey mapping to zero in consumer actions. That way, forward-thinking owners can learn vital information on how customers interact with their platforms, turning interactions from passive clicks into sales.
Ultimately, mapping the customer’s journey helps businesses analyze results and the user experience (UX) to optimize conversion rates.
What is the customer journey?
Businesses create customer journey maps to visually illustrate how customers move across their favorite company’s platforms. Maps usually include social media posts, emails, chats, and personal interactions with sales teams—all critical in building a comprehensive analysis.
Though it may take time to analyze consumers’ patterns, creating a customer journey map helps businesses determine where their strengths and weaknesses live.
What are the stages of the customer journey?
The customer journey has five stages: awareness, consideration, conversion, retention, and advocacy. The awareness and consideration stages involve gathering leads and sending information to them about products or services that fit their needs. The conversion point is where the customer makes a purchase.
At the retention stage, customers return to make another purchase. Ideally, businesses want their customers to become advocates, where they share their experiences to encourage others to make similar purchases.
How does the customer journey benefit businesses?
When businesses know their customers a… Read More
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