OLD 2. Customer Journey Mapping |
A Customer Journey Map visualises the sales process from the customer's point of view.
We break the sales process down into 5 stages:
Awareness > Consideration > Purchase > Retention > Advocacy
For each stage we consider what the customer's Goal is, then what they are Thinking, Feeling and Doing. Finally we look for things that are difficult or Pain Points for customers - as this is where you will find opportunity for business growth.