Currently, many businesses are developing from conventional businesses to online businesses. They continue to struggle to get a lot of profits and customers somehow. Many businesses continue to operate daily without understanding what consumers want and need. They don’t understand the customer’s desire by only thinking about their profit.

There is a saying that the customer is king. That’s true. We recommend that you prioritise what the customer wants if you have a business. But the fact is that not all businesses understand it. The effect is consumers will run to competitors who treat them like kings. This condition makes your business experience a sharp decline if not addressed immediately.

As an entrepreneur or businessman, you must understand overcoming these conditions. There is something called a customer journey that can be applied to your business and business. If you still don’t know what a customer journey is, it doesn’t feel wrong to use it. Especially if you have done various ways to improve your business.

What is a Customer Journey?

Customer journey means the customer journey. A customer journey is a customer journey starting from knowing or finding information about your product or brand. Then they visit your website. Then they buy your product until they make repeat purchases or repeat orders.

You could say that understanding the customer journey also means understanding the mindset of your consumers. There is also the term customer journey map, which means a map that describes a customer’s journey in one complete picture. Starting from the first time they get to know your product to their experience after buying your product. The creation of this customer journey map does not have standard rules, so its contents can change.

Stages in the Customer Journey

The customer journey can be said as a customer journey to buying your product. Therefore, some phases or stages occur on the customer side. To better know what steps or phases in the customer journey, you can listen to the following explanation:

1. Awareness

The first stage is called awareness which starts when consumers first know and learn about your product or service (the result of the marketing process you do). At this awareness stage, your potential customers are only limited to knowing about you and the products being sold. They may be aware of your brand in various marketing channels such as websites, social media, email marketing, newsletters, blogs, Youtube, and word of mouth.

2. Considerations

Consumers are looking for general information about your business and possibly other businesses that offer similar products. It is the main reason why you should have an online presence, even if it is just a simple business website that has basic information such as:

  • Business address (if any)
  • Working hours
  • Product offer
  • Contact information

Consumers are looking for businesses that can meet their particular needs. So, regardless of the type and industry, your business should be easy to find in online searches. In addition, your contact information must also be available. Another factor that is no less important related to an online presence is location-based search. Then your coffee shop should be visible on online maps like Google Maps.

After doing an online search and finding a business that provides the product/service you need, the next step in the customer journey is to research the chosen industry more deeply. Usually, this is done online in Google reviews, reviews on social media, etc.

Word of mouth online or offline. When reading reviews or getting recommendations, the priorities highlighted by consumers may be different, depending on the product or service needed. For example, consumers looking for available products will be more concerned with price. While consumers are looking for places such as hotels, places to eat, and vehicle services, the cost may be one of the many considerations.

Meanwhile, consumers who shop online may be more concerned about shipping costs and potential delays in receiving products.

  • Online – for products purchased or ordered online
  • In-person – for those who need direct access to services or products
  • By phone – when ordering products by phone for delivery

3. Purchase

After finding the right business, read many reviews and compare it with other similar products or services. It is the time to make a purchase. The buying process can occur in some ways, both online and offline. You can make transactions first with customers via messenger or use various online platforms.

4. Review

The review process occurs after consumers receive and use the product. If possible, you can ask consumers to provide reviews related to your product. Many review platforms can be used, starting from Reviews using Google My Business, Facebook, Trip Advisor, etc.

How to Create a Customer Journey Map

In brief, understanding the customer journey map is a visual form of the customer journey. The goal is to map the steps users take when interacting with your product. The data obtained to create a customer journey map is from asking directly to consumers through surveys, research on social media or using website analytics tools such as Google Analytics. The Customer Journey Map was created by collecting various data from consumers and potential customers.

With the Customer Journey Map, you can find out the mindset of consumers, their motivations and the steps taken to achieve their goals, and if consumers have not found their goals, you can use the Customer Journey Map to help them.

1. Create a Buyer Persona

It is essential to know who the consumers are first. The best way to get to know your customers is to create a buyer persona. The buyer persona itself represents the typical target business consumer obtained from in-depth research. You have to create customer profiles as if they were real.

2. Choose Persona

To make it easier:

  1. Focus on one or two personas.
  2. Choose the most common persona and represent the majority of your target market.
  3. Don’t worry about other personas for now because you can create another customer map journey for another persona.

3. Describes All Touchpoint

The definition of a touchpoint is a point where consumers interact with your brand during the customer journey. Describing all touchpoints is crucial because you can help you provide a smooth journey at every step of the customer journey.

4. Live Your Customer Journey

Before you try it on consumers, try it on yourself first. That way, you can analyze the results to find out whether changes should be made or not. So, when consumers try later, your customer journey map is perfect and can offer solutions. The effect is that consumers can achieve the desired goals.

5. Making Changes

The main goal of the customer journey map is to change whatever needs to be changed so that it can satisfy consumers. The changes can be small or large, starting from writing more detailed product descriptions so that the intent is clear to overhauling all website designs to make them more and simpler. Changes based on the customer journey map are not in vain because everything is directly related to consumers.


Why are customer journeys important?

The customer journey is one of the critical processes in the relationship between the seller and the buyer. With the customer journey, sellers can better understand buyer habits, increase knowledge about buyers and increase buyer loyalty.

What is customer journey mapping?

-Customer journey map is a mapping of customer journeys through several points of contact with products, brands or companies through various channels until they finally take action or things desired by the company.


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