Step 2. Identifying touchpoints
Posted: Sun Dec 22, 2024 9:43 am
Meta/Google advertising: Potential customers may first learn about your course through targeted advertising on Facebook or Instagram and Google.
Landing: here the client receives detailed information about the course, program, teachers, and reviews.
Social media: customers can follow updates and receive information about free webinars or master classes.
Free webinar: as one of the stages where clients can get to know your training approach better and get additional value.
Email newsletter: subscribers receive a russian email list series of emails with useful content, course details, and calls to action.
Online learning platform: a place where customers learn after purchasing a course.
Step 3. Building a customer journey map
Stage 1. Awareness of the need
Point of contact: Meta/Google advertising.
Customer actions: views the course announcement on social media.
Emotions: interest, but also uncertainty about the need for the course.
Stage 2. Research options
Point of contact: landing page.
Client actions: familiarizes himself with the course description, teachers, and program.
Emotions: the expectation of gaining new knowledge, but also the desire to be convinced of the quality of the course.
Stage 3. Decision making
Point of contact: free webinar and email newsletter.
Customer actions: attends a webinar, reads a newsletter with additional information.
Emotions: confidence in the correctness of the course choice, willingness to buy.
Stage 4. Purchase
Point of contact: sales platform or checkout page.
Customer actions: makes a course purchase.
Emotions: satisfaction from making the decision and anticipation for the start of training.
Stage 5. Training and after-sales support
Point of contact: online learning platform, support service.
Client actions: takes lessons, interacts with teachers, asks questions.
Emotions: Satisfaction from gaining new knowledge, desire to share experience.
Stage 6. After-sales support and recommendations
Point of contact: Email newsletter, social networks.
Client actions: receives additional materials, responds to a course satisfaction survey, leaves feedback, recommends the course to friends.
Emotions: brand loyalty, desire to purchase additional courses or services.
Landing: here the client receives detailed information about the course, program, teachers, and reviews.
Social media: customers can follow updates and receive information about free webinars or master classes.
Free webinar: as one of the stages where clients can get to know your training approach better and get additional value.
Email newsletter: subscribers receive a russian email list series of emails with useful content, course details, and calls to action.
Online learning platform: a place where customers learn after purchasing a course.
Step 3. Building a customer journey map
Stage 1. Awareness of the need
Point of contact: Meta/Google advertising.
Customer actions: views the course announcement on social media.
Emotions: interest, but also uncertainty about the need for the course.
Stage 2. Research options
Point of contact: landing page.
Client actions: familiarizes himself with the course description, teachers, and program.
Emotions: the expectation of gaining new knowledge, but also the desire to be convinced of the quality of the course.
Stage 3. Decision making
Point of contact: free webinar and email newsletter.
Customer actions: attends a webinar, reads a newsletter with additional information.
Emotions: confidence in the correctness of the course choice, willingness to buy.
Stage 4. Purchase
Point of contact: sales platform or checkout page.
Customer actions: makes a course purchase.
Emotions: satisfaction from making the decision and anticipation for the start of training.
Stage 5. Training and after-sales support
Point of contact: online learning platform, support service.
Client actions: takes lessons, interacts with teachers, asks questions.
Emotions: Satisfaction from gaining new knowledge, desire to share experience.
Stage 6. After-sales support and recommendations
Point of contact: Email newsletter, social networks.
Client actions: receives additional materials, responds to a course satisfaction survey, leaves feedback, recommends the course to friends.
Emotions: brand loyalty, desire to purchase additional courses or services.