The customer journey: from problem to solution

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Before receiving the desired product, the buyer has to go through a certain route, sometimes difficult. To get a follower, the brand needs to "see" the customer's path, understand the difficulties he faces, and make the product better.

Contact Fractus, order a customer journey map. It will help you get brand followers.

Customer journey: route specifics
Customer Journey – the route that a customer takes from identifying a problem to solving it with a specific product. The customer’s path is not a straight line between two points. It is looping, cyclical, even chaotic: the customer returns to certain points, goes through some stages a second time, skips steps.

Customer journey: route specifics

Stages of the consumer journey
Familiarization . The customer journey starts here. The argentina email list consumer wants to learn about ways to solve the problem, but is not ready to make a specific purchase. He is looking for information. And you need to set the vector of movement towards the brand, using content that helps find ways to solve the problem. These are blog articles, videos, letters, lists of recommendations.
Consideration . The consumer has studied the issue and already knows what he wants. He compares products, evaluates them, and looks for the best solutions. This stage is building a brand's relationship with its target audience. The content should be relevant and valuable: reviews, product presentations, answers to frequently asked questions, etc.
Purchase . Readiness to buy a product of a certain brand – this is what the client has come to. Here he needs to be gently pushed towards the purchase – to make the path of making a decision in favor of the brand simple, fast, convenient.
Stages of the consumer journey

Features of the customer journey map
CJM is a visualization of the consumer route, which shows the key steps, points of interaction with the brand. It is needed to understand behavior, problems, eliminate them, get a follower. And spend less on attracting a new consumer. They create a map in the form of infographics, a diagram, a table. How to create it?

Identify the target audience . Answer yourself: who is it, how does it live, what problems will the product solve for it.
Write a portrait . This is the so-called buyer-persona. A collective image, united by goals, way of thinking, behavior and other.
Identify points of interaction . These are any channels – social networks, messengers, websites, pick-up points, supermarkets, email newsletters, etc., where the consumer comes into contact with the brand.
Make a list of actions . You need to make a precise list of how the client interacts with the brand, recording each step.
Identify the list of emotions . The reason for each action is an emotion based on some problem. It is important to understand what emotions the consumer experiences at a certain stage.
Identify stumbling blocks . Obstacles encountered along the way that may discourage purchase. This is a high price, an inconvenient location of the store, the absence of the desired product, etc.
Solve problems . Selecting mechanisms to eliminate barriers from the customer's path.
The map will need to be adjusted based on the introduction of new products or services, process updates, problem solving, changing needs, etc.

Features of the customer journey map

Why you should contact Fractus
Need a customer journey map? Fractus specialists will help you create it. This is a thorough and painstaking task. But we have specialists, programs, equipment, experience and knowledge.

We will study the specifics of the business, define the target audience, draw a route, go through each stage with the client, select tools that will simplify it, show the activities and their results. And you will be able to understand how to get brand followers. Contact us!

Join us and choose thousands of products for wholesale and dropshipping from Ukrainian suppliers for your business, upload products to your online store!

Categories: Blog , Useful articles , Sales
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