Today, users employ a variety of devices in the purchasing process, which makes it more difficult to think of a completely linear customer journey. And of course, mobile devices play a key role.
To help you understand how users use their saint kitts and nevis email address devices throughout the buyer journey and how you can leverage it to increase your conversions, I want to share with you the data from the latest IAB Spain Annual Study on Mobile & Connected Devices . But before that, let's quickly review the basics of the customer journey and its role in the company. Ready? Let's get started!
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Why do you need a customer journey map?
The customer journey is a tool that is based on storytelling and design thinking and allows us to map the entire path that a brand's users take, from the moment they first hear about a product or service until they become loyal customers. This journey reflects the different points of contact and inflection that occur throughout the purchasing process.
To develop the customer journey we always rely on objective data, but we seek to reflect an experiential truth, that is, the story of a typical person with their doubts, emotions and impressions.
Each brand and each product has its own purchasing process, but broadly speaking, we can divide it into the following phases :
Awareness : The consumer identifies a need and wants to find a solution for it.
Research : The consumer begins to look for options and analyze their pros and cons.
Decision : after having considered the different options, the consumer chooses to buy one of them.
After-sales : interactions between the brand and the customer after purchasing the product.
For marketers, mapping the buying process is a great help on many levels. A good customer journey allows us to understand what is going on in our customers' minds and communicate it to the entire team so that we can act in a coordinated manner. In the process of collecting all the information and turning it into a coherent "map", we can detect new dangers and opportunities and clarify which customer contact points we need to focus our attention on. All of this means that it will be easier for us to generate conversions into sales.
