Define Your Customer’s Journey

(Note: This post first appeared in November 2017 on the CC:PDX blog.)

Think back for a minute to the last product or service you bought.

(For me, that was the impulsive purchase of an ebook boxed set about a supernatural catering company. It looks hilarious.)

At some point, you’d never heard of this product or service — but now you’re a customer. Ask yourself: How did you first hear about it? How long has it been on your radar? How much research did you do before buying? What prompted you to finally pull out the credit card?

If you think hard enough about the steps you went through, you can probably see a coherent journey from completely unaware to a (hopefully) satisfied customer. You may even be telling your friends about it already. That path — from Awareness through Consideration, Purchase, Retention and Advocacy — is your customer journey.

The customers of your business go through that same series of steps. If you’ve ever wondered how your customers are finding you — and how you can get more of them to do so — it helps to understand their journey.

Why?

Read the rest on the CC:PDX blog.

Photo by Himesh Kumar Behera on Unsplash