The key to improving customer experience and loyalty

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On the other hand, brands can also analyze various behavioral data in the customer journey, understand customers more accurately, provide them with the most practical products or services, retain customers, increase revenue, and reduce the cost of serving customers.

A representation of the customer journey map of the e-commerce industry.
E-commerce customer journey diagram.
5 classic customer journey stagesCustomer Journey Stages
The most classic customer journey stages are divided into the following 5 stages:

Awareness: Customers begin to understand your company, goods or services, either passively receiving advertisements or actively searching for them. Brands must accurately understand who your customers are and provide the most effective content at the right time and channel.
Consideration: Customers take the initiative to russia whatsapp phone number research and compare various brands, products or solutions. If the brand provides practical content such as FAQs, advantage introductions, unboxing articles or videos, it will have a better chance of standing out.
Purchase: The buying stage, also known as the decision-making stage, may be short in the journey, but it is important. Brands should avoid making customers abandon checkout midway . For example, the fees should be as transparent as possible (no hidden shipping fees or taxes), and the membership registration, login, and checkout processes should not be too complicated to create a smooth and convenient consumption experience . important.
Retention : At this stage, the main focus is on building loyalty. For example, customers may need after-sales service or more related product recommendations after purchasing, so that they can continue to repurchase. According to research, the chance of selling to existing customers is 60 to 70%, but the chance of selling to new customers is only 5 to 20%.
Advocacy : When customers become your loyal members, they will not only continue to purchase, but will also be willing to share positive experiences and recommend to more relatives and friends