A Common Customer Experience Journey (Blueprint)

An Example of a Customers Purchasing Experience From Beginning To Repeat Purchases

1. A Customers Pre-Contemplation of Their Need: Pre-contemplation is a stage in the process of behavior change where a person is not yet aware that they have a problem and therefore do not see a need for change. In this case, a customer is not yet considering a need for a product or service.

2. Customers’ Awareness Grows: This phrase means customers are more informed and knowledgeable about a particular topic, product, or service.

3. Customer Seeks Information To Solve Their Problem: this describes a step in the customer journey, where the customer actively searches for information to help them solve a problem they are experiencing in their lives and seeks a product or service to satisfy their need.

4. The Customer Evaluates Alternatives: the customer compares and assesses different options before making a purchase decision.

5. The Customer Arrives At A Purchasing Decision: this literally refers to the moment when a potential customer decides whether or not to make a purchase. It is the result of the decision-making process that the customer goes through, which includes factors such as price, quality, and personal preferences.

6. Finalizing and Making the Transaction: this is the part of the purchase or sales process, where both parties agree to the terms and conditions and complete the exchange of goods or services for payment.

7. Distribution & Delivery of Product/Service: this is the process of getting the product or service from the company to the customer. This can include transportation, storage, packaging, and any other steps necessary to ensure that the product or service is delivered in a timely and efficient manner.

8. Post Purchase Evaluation: process a consumer goes through after purchasing a product or service, where they assess if their expectations were met or not.

9. Warranty & Customer Satisfaction Assessment: often forgotten this is a process of evaluating how well a product or service meets customer expectations and how satisfied customers are with their experience. It can also include an assessment of any warranty or adjustments that may need to be provided to ensure 100% product or service satisfaction.

10. Repeat Purchase Strategy: this is an intentional part of your marketing strategy that aims to encourage customers to make multiple purchases of product(s) or service(s). This strategy often involves loyalty programs, personalized marketing, and excellent customer service.

1. Identify your customer personas: Before you can create a customer journey map, you need to understand your customers. Create customer personas that describe your typical customer, including their needs, goals, and pain points.

2. Gather customer feedback: Use surveys, interviews, and other feedback methods to gather insights about your customers' experiences. Ask them about their interactions with your business, their pain points, and the factors that influence their purchasing decisions.

3. Map out the customer journey: Using the insights you've gathered, create a visual representation of the customer journey. Start with the customer's initial contact with your business and map out every step of their interaction with you.

4. Identify touchpoints and pain points: As you map out the customer journey, identify the touchpoints where customers interact with your business and the pain points where they experience frustration or difficulty.

5. Develop solutions for pain points: Once you've identified pain points in the customer journey, brainstorm solutions to address them. This may involve improving processes, providing additional support, or making changes to your products or services.

6. Share and iterate: Once you've created your customer experience blueprint, share it with your team and other stakeholders. Use feedback to refine and improve the blueprint over time.