In an interview with Google's Matt Lawson and Bain & Company's Laura Beaudin, global marketing leader, it became clear that brands still don't get it. During the congo-brazzaville business email list conversation, Beaudin cited Bain's research, which found that only 13% of direct media budgets go to mobile advertising. Much of digital advertising isn't designed or optimized for mobile. In many cases, it's simply repurposed content from other digital programs.
Looking for more customer journey map examples? Check out one of our latest posts: How to Build a Customer Journey Map with PDF Examples
If you're trying to outline the customer journey for your eCommerce store, try eCommerce Customer Journey Map: How to Create Top Customer Experiences.
Using a customer journey map can help define and refine the customer experience.
We've created a demo of the stages, steps, touchpoints, and departments that can be outlined. This can help complement a Marketing Map in your journey of building your own user experience.
Stages of the Customer Journey
What are the stages of a customer journey? There are 5 stages outlined in the customer journey map we have outlined. It is important to understand and outline these stages because they will allow you to shape your onboarding process and improve your conversion, retention, and churn rate, as well as the overall happiness of your customers.
The stages are defined as follows:
Awareness
Consideration
Acquisition
Service
Loyalty
The Steps go deeper. We made an example of a customer who wants to buy shoes. Your journey can consist of the following:
Wants to buy shoes
Clicks on the ad to go to a landing page
Browses the e-Shop
Checks out
Lands on the thank you page
Waiting for the package
Receives the package
Tries on the shoes - They don't fit
Wants to return the shoes - But doesn't understand the process
Calls the hotline
Goes through the return process
Waiting for return confirmation
Waiting for credit
Receives the evaluation campaign newsletter
Rates
Uses a $10 coupon for a new purchase
Touchpoints in the customer journey
It is very important to understand touchpoints because, statistically speaking. You need to touch a customer a certain number of times to achieve a conversion. A touchpoint can be defined as the number of times a user or customer comes into contact with your brand before, during, and after a purchase, both in offline and online purchases. In most cases, there will never be a single touchpoint in a channel. That's why retargeting ads are one of the most effective ways to use your digital budget.
Here are some examples we've outlined in the customer journey diagram:
Ads
E-shop
Blog
Banner
Newsletter
Landing page
Form
Product page
App
E-shop
Category page
Product page
Shopping cart
Login/Registration
Form
Payment service providers
Thank you page
Order service providers
Shipping updates
Access area
Packaging
Inserts
Bill
Delivery note
Product
E-shop
FAQ
Terms and conditions
Voice computer
Voice computer
Hotline employee
Packaging
Return label
Departments in the customer journey
As your business grows, so do the departments. The departments in a customer journey make up the different areas of the company that interact with the customer. Marketing may be the first contact to engage a customer, while logistics may be the last. So, in the process, we start with Sales/Marketing all the way to Customer Service. Throughout the process, promotional materials, instructions, and surveys can be sent to the customer to ensure overall sanctification and high impact on their conversion into loyal customers.