Customer journey refers to the user’s experience on the journey from finding a product or service to buying it. In this period, the user and the seller come into contact until we achieve the conversion from user to customer when making a purchase.
The customer journey works with the strategies we use to obtain information from the customer to direct them on that journey to the point of sale.

Phases of the customer journey

There are four phases that make up the customer journey:

  • Awareness. The user has a problem or inconvenience for which he needs to find a solution without knowing where to start.
  • Consideration. In this second stage, the user tries to solve his problem and begins to search by asking acquaintances, in forums, internet search engines, etc … his highest priority is to find the remedy to his problem.
  • Decision. After the user has reviewed all the possible solutions that he has found, it is time to choose the one that he believes is most appropriate. In this phase is where marketing will deploy all its tools. We will provide the client with responses adapted to his needs and we will influence him by making him see that by acquiring our product or service he will be able to solve his problem.
  • Retention. In this last phase, the user becomes a customer by making the purchase of our brand’s product or service effective. In order to keep the new customer, it is advisable to follow up after sales. It is the ideal way to keep in touch with the client and to know to what extent their need has been covered.

Bibliotecaria frustrada que un día descubrió el potencial que tenía de creatividad y después de varios cursos de marketing decidió explotarlo en redes sociales y terminó haciéndose community mánager de diferentes empresas y artistas. Le encanta el silencio pero es melómana hasta la médula, puro espíritu de contradicción. Fanática de libros, películas y series de terror. Vive mirando una estrella, siempre en estado de espera.