The Behavioral Economics in Marketing’s Podcast 6 Stages of the Customer Journey
Nov 18, 2021
A deep dive into the six key phases of the customer journey: awareness, evaluation, consideration, purchase, retention and advocacy. Practical examples and a major company case study show how journeys can be mapped and broken into parts. Actionable metrics for each phase are highlighted to track performance and alignment across teams.
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Customer Journey Is The Full Experience
- A customer journey captures the full sequence of experiences a person has with a company, product, or service.
- Sandra Thomas-Caminol explains journeys go beyond single interactions to document the complete customer experience.
Align Around Customer Goals
- Align your business around the customer's goals rather than marketing goals.
- Sandra Thomas-Caminol urges making journey management dynamic, measurable, and actionable to improve experience.
Amazon Shows A Complex Journey Map
- Amazon's customer journey map is highly complex and built from custom systems that move customers through the sales funnel.
- Sandra Thomas-Caminol uses Amazon to show how companies include stage-specific success metrics to optimize journeys.