Customer Journey

Knowing its consumers is the first step towards the company's success, building customer loyalty, and improving the brand's image. The customer journey can be a good option for this, as it maps customer behavior before the purchase process.

Except for emergencies, the purchase process is influenced by customer sentiment, whether about location, service, or price, customer desire is the main factor for product acquisition.

Customer Journey Example

First of all, it is worth emphasizing that these steps may vary according to each segment, so it is good for the CS team to develop a persona for each company since it is necessary to understand the thoughts that lead to the purchase decision.

Journey example:

Onboarding: Provides support to the customer who has purchased a product or service that he has purchased. This process helps to avoid difficulties when using and increases the chance of a first impression of the product.

Adoption: The CS team must always maintain the engagement conquered by the onboarding phase, with this the bond between client and company increases, and the chance of a new business increases considerably.

Expansion: At this stage, the company offers new shopping opportunities to the customer, whether an Upsell or even a Cross-Sell, this is the time to show your consumer what your company has to offer.

Renewal: It is extremely important to maintain constant communication between the company and the client, so the “contract” between the two parties is almost always renewed, ensuring recurring revenue for your business.

Knowing how the customer behaves helps to improve their experience with the company, reducing the chances of abandonment and increasing the chances of customer loyalty.