What is the Modern Customer Journey and Why is Each Step Important?

What is the Modern Customer Journey and Why is Each Step Important?

If you want to satisfy your customers’ demands or exceed their expectations, you need to have good knowledge about their requirements. It involves having an end-to-end understanding of the customer’s journey from the awareness to the buying cycle’s loyalty stage. 

Over the years, the traditional customer journey has evolved dramatically, with eCommerce revolutionizing the way consumers purchase products. Undoubtedly, you have often heard that “customer is king”. And it’s truer now more than ever. Even you can choose thousands of brands for similar products. 

For modern marketers, customer journeys are more complicated than ever before. So, before starting this process, you need to know:

What is a modern customer journey?

A customer journey is the combination of interactions that a customer goes through to achieve a goal with your brand. In the eCommerce world, this journey includes all the digital touchpoints that your brand has with a customer. They could take place across websites, social media, search engines, or apps as shoppers use their smart devices such as desktops & mobile. 

Using a customer journey map is also important to creating an integrated consumer experience strategy that can hugely improve your ROI. It allows businesses to understand the experience & requirements of their target audience. This map also empowers marketers to target customers with customized content & reduce any barriers to conversion. 

Different stages of the modern customer journey

Shoppers are more productive than ever before and they influenced every step of the digital customer journey. In this article, you will learn about reasons why it’s important:

1 - Awareness

At this first step, customers have a need, but they even don't have any idea about it. While they are not actively purchasing products, they are responsive to advertisements.

Studies show that most consumers choose only recognized brands. So, building your brand’s awareness among consumers continues to be such an important eCommerce trend in 2022.

For that, you can use videos, blogs, FAQs, social media content, and OTT ads. You can also use tracking pixels, newsletter sign-ups, and social media to capture consumers’ attention at this stage in the journey. 

2 - Consideration

A recent survey suggests that around 69% of shoppers do product research on Google, while 61% use Amazon and 43% of shoppers use social media as well.

At this stage, you need to help people know how your product can help them with case studies, testimonials, reviews, product comparisons, and refined product listings

3 - Conversion

In modern customer journey, conversion is one of the most challenging stages, with a shopping cart abandonment rate of 69.8%. Make sure you create the digital path to purchase as smooth & seamless as possible when it comes to avoid losing customers. 

Think about different payment options, the layout of your checkout page & a user-friendly website. 

Many digital shoppers are more comfortable purchasing products for online stores such as Amazon than the offline marketplace. You can boost brands’ success as the conversion stage of this journey by providing a "Where to Buy" solution. 

4 - Advocacy

In this final stage, shoppers may share their product experience by posting user-generated content online. It includes reviews, ratings, product questions, pictures, and more. With a high-quality journey, you will see the payoff as your happy customers will help you to convert more buyers. As per your product’s quality, you can increase your buyers’ customer lifetime value. 

Hopefully, you have now understood about the modern customer journey. However, if you are looking for the marketing strategy that helps you drive traffic, get in touch with Tommy House Studios!

How Tommy House Studios helps you understand the consumer journey

As the digital consumer journey evolves, it can be challenging to keep track of every online interaction. For that, we use website analytics and UTM tracking. We make sure you will get creative marketing strategy that will help you streamline every path to success. Book a demo with our team of experts to learn more or to promote your small business!