It is very common to see both terms used interchangeably, but the reality is that they are not the same. The buyer journey is actually a part of the customer journey that only represents the first three phases of the journey (recognition, consideration and decision). Therefore, while the objective of the customer journey is to build customer loyalty, the buyer journey has conversion as its ultimate goal and focuses on the specific purchase process .
When working on the buyer middle east mobile number list journey process, professionals put more emphasis on how the buyer searches for information and what the decision-making process is like. Meanwhile, the customer journey has a broader vision, covering all stages of the customer life cycle and also taking into consideration the post-sale experience and loyalty.
Example of a customer journey
Here is an example from the Comuniza website, which shows what the consumer’s purchasing journey is like when deciding which car to buy , based on their current needs.
The example we gave you in the previous section is what is known as a customer journey map and is the way to visually represent this customer journey.
In this section we want to tell you in a simple way how you can create your own step by step to adapt it to the situation of your business and thus begin to know your customers better, better detect purchasing opportunities, improve the growth hacks weekly customer experience and boost your conversion and loyalty rates.
- Define your buyer persona : the buyer persona is a representation of your brand’s ideal customer. Defining it will help you understand their characteristics and motivations, which will be a great starting point for creating your customer journey.
- Break down the journey : Now is the time to complete the five phases into which the customer journey is divided, establishing the different channels through which you will have contact with the customer and the different actions that you will implement in each of them to achieve your objectives and guide the customer.
Something that can help you complete this phase
is to see what the customer does in each phase and analyze how you can react to their actions.
- Identify friction points and key points : these points are the most important within a customer journey. Friction china phone numbers points, on the one hand, are the moments in which the customer may encounter difficulties or frustration. As a brand, you must establish in the customer journey how you will address them to try to solve them. And, on the other hand, key points are the moments of greatest customer experience opportunity for conversion. It is also crucial to capture them in the customer journey map along with the actions to be implemented to take advantage of them.
- Establish the metrics : To know if your customer journey is working, you must establish which metrics or key performance indicators you want to analyze. Conversion rate, ROI or loyalty rate are some of the most commonly used in these cases
