e.commerce

Understanding your customers’ journey involves knowing the shopping habits of your online target audience, studying how they found your website and understanding their spending behaviours when making online purchases. Top online operators know that the secret to having a huge online presence is understanding the demand of their target audience and looking for novel ways to solve their problems using their product/services. We will be explaining the lifecycle stages of customers in this article. You can continue reading this article to know more.

• Enter/Discover is the initiation stage

• Shop/Consider is the consideration stage

• Cart/Checkout is the exit stage

The Phases of the Customer Journey

The complete journey your customer travels falls into three categories – Enter/Discover, Shop/Consider and Cart/Checkout. The Enter/Discover stage is the stage where the customer discovers your business on the internet. This will now lead them to your website where they can get a thorough understanding of your product/services. The discovery stage is the point where the customer finds your business in search engines. If you have optimized your business website, then it will rank high on Google’s search listings.

After finding the link to your business website on Google, the next stage is the Shop/Consider stage. It is the job of the business owner to lure them into buying those products listed on the landing page. The Cart/Checkout stage is the closure stage of the customer journey where they finally cart the product and pay using the payment option accepted on the website. As a business owner, for you to have a customer success journey, you need to ensure they go through these three phases.

The Customer Journey Map

According to LinkedIn, a customer journey map is a tool used to monitor the interaction of your customers with your products/services. It is important to have this visual representation to get an idea of how your customers perceive your product and how they are reacting to it. Understanding your customer behaviour will give you an idea of how to better respond to their demands. Meeting the demands of your customers will help build trust and reliability with your business product/services.

Having a well-designed customer journey map will help you know the pain points of your customers by tracking their journey from start to finish. Keeping a detailed log will help you know how you can help fill the void using your products and services. A customer journey map analyses the company’s products and services and how they can better meet the need of their customers. A critical analysis of the customer journey map will show their emotions such as frustration, motivation and expectations guiding their actions.

Summary and Conclusion

We have been able to explain the customer journey when visiting a business website to check out their products and services. There are three stages the customer passes through in this journey – Enter/Discover, Shop/Consider and Cart/Checkout stages. Understanding customer behaviour in each stage will help you know how to react. We also pointed out that analysing the customer journey using a map representation will explain the emotions such as frustrations, motivation and expectations guiding a customer’s actions.