The Modern Customer Journey: How Customers Find and Choose Your Business.
Understanding your customer’s journey helps you reach them at the right time, with the right message. Here’s how the journey flows — and where your digital strategy needs to be:
📣 Interest & Awareness
Capture attention and introduce your brand.
☁️ Tactics:
🔵 Social media ads
🔵 Email & text marketing
🔵 Loyalty programs
🔵 YouTube & video ads
🔵 TV, billboards, radio, magazines, newspapers
🔵 Word of mouth
Why it matters:
This is the first impression — where people start recognizing your business.
🔍 Findability
Make sure customers can easily find you once they’re interested.
☁️ Tactics:
🔵 Organic search (SEO)
🔵 Paid search (PPC)
🔵 Google Maps & “Near Me” searches
🔵 Local directories
🔵 Mobile apps & GPS
Why it matters:
If customers can’t find you when they search, they’ll find your competitors instead.
Reputation
⭐⭐⭐⭐⭐
Build trust by showcasing what others say about you.
☁️ Tactics:
🔵 Blog posts & articles
🔵 Reviews and testimonials
🔵 Social media engagement
🔵 Word of mouth
Why it matters:
Potential customers check reviews and research before making a decision.
🛒 Conversion (Purchase)
Make it easy for customers to buy from you.
☁️ Tactics:
🔵 Website with clear CTAs
🔵 Online booking or purchase options
🔵 Mobile app purchases
🔵 In-store shopping experience
🔵 Helpful salespeople and marketing materials
Why it matters:
Smooth, easy purchasing equals more sales and fewer abandoned carts.
🧑💻 Advocacy (Experience & Referrals)
Turn customers into loyal advocates who refer others.
☁️ Tactics:
🔵 Exceed post-purchase expectations
🔵 Encourage social media posts and online reviews
🔵 Share customer stories and testimonials
🔵 Stay top of mind through engagement
Why it matters:
Happy customers become your best marketers — spreading the word and fueling your growth.
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