At this stage, it is necessary to build a Customer Journey Map – a customer path map that helps to visualize the consumer’s movement, starting from searching for information about a product or service and ending with a purchase. This is useful for personalizing relationships with people and for identifying the points of interaction between the buyer and the online store.
Customer Journey Map helps:
identify the most effective channels for product promotion;
increase the loyalty of regular customers who have already made purchases in the online store;
manage customer experience;
retain consumers through a mint database more in-depth study of the needs and pain points of target audience representatives, improving customer service, optimizing advertising campaigns, etc.;
improve the work of the online store staff and the entire activity in general, identifying problem areas and working on them.
Definition of LTV index
The Customer Journey Map is built on the basis of 8 stages of the consumer’s life:
a person is not aware of a product or service, he has no need for it, or it is present in a hidden form;
the subject has developed a need or problem that needs to be solved, and he has begun to search for possible ways to eliminate it;
a person begins to study in detail potential ways to resolve his situation, analyzes various options, compares them with each other (at this stage, it is appropriate to offer the client a sample of your product);
from the options considered, the person makes a choice in favor of your product or service;
the client starts using your product: tries it on, configures it, tries it out, tests it;
the buyer actively interacts with the online store (communicates with managers and support service, subscribes to the newsletter, purchases additional options or services, etc.);
if a product or service fully satisfies the needs, the person becomes your regular customer, he develops loyalty to the brand, he begins to recommend this brand to colleagues, friends and relatives;
If a customer is dissatisfied after using a product or service, they leave a negative review and do not make a repeat purchase.
One axis of the Customer Journey Map is responsible for the stages of life that the consumer goes through. The second axis of the map is responsible for the types of information that the customer interacts with at each stage.
Case: VT-metall
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