Concrete need: the person knows they have a certain need, here it is important to be visible with your brand.If you are going to buy a car you are not yet directly concerned with insurance. ![]() Latent need: the person does not yet know he needs something.Your (potential) customer can have 2 types of needs: Keep in mind the different roles of the Decision-making Unit, but essentially there are 7 steps you can include in the Customer Journey…. There are different models you can use to map out the Customer Journey, but in the end they all boil down to the same thing: In general, you often see in companies that the marketing department is responsible for ensuring that (potential) customers have a positive experience with the brand.Ī nice trend you see is that marketing/growth teams are becoming more responsible for the entire funnel rather than just reaching and bringing in new customers. The Customer Journey is relevant to any business, but particularly important for companies that: Often do their own research on products or services.ĭo not do as much research before purchasing, often rely on word of mouth or online reviews.Įxpect good customer service, but are often more forgiving Want products or services that meet a need or desire. Relatively high quality customer service is expected. The Customer Journey for B2B and B2C often looks quite different: ![]() If you find yourself in a niche market, it can also be interesting to map interactions with your niche. The first interaction someone has with your brand is the beginning of the Customer Journey. ![]() The Customer Journey is the process that maps every interaction with your brand: Customer Journey
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |