{"id":5219,"date":"2019-10-23T15:15:36","date_gmt":"2019-10-23T13:15:36","guid":{"rendered":"https:\/\/www.jimdo.com/blog\/?p=5219"},"modified":"2021-06-18T17:46:36","modified_gmt":"2021-06-18T15:46:36","slug":"customer-journey","status":"publish","type":"post","link":"https:\/\/www.jimdo.com/blog\/customer-journey\/","title":{"rendered":"Create the Ultimate Customer Journey with Your Website"},"content":{"rendered":"\n<p>Your phone buzzes. You\u2019ve got mail! Quick check. It\u2019s Jimdo telling you about a new order in your online store. Nice!<\/p>\n\n\n\n<p>This is your first interaction with a new customer. But for the customer, so much has happened already. They\u2019ve been through a whole journey before placing their order. Understanding this customer journey will give you insight into the buying behavior of consumers so you can improve your marketing strategy.<\/p>\n\n\n\n<p>In this article, we explain the customer journey and how your website can guide visitors along the way.<\/p>\n\n\n\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_82_2 counter-flat ez-toc-counter ez-toc-custom ez-toc-container-direction\">\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.jimdo.com/blog\/customer-journey\/#What_is_the_customer_journey_in_marketing\" >What is the customer journey in marketing?<\/a><\/li><li class='ez-toc-page-1'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.jimdo.com/blog\/customer-journey\/#What_are_the_stages_of_a_customer_journey\" >What are the stages of a customer journey?<\/a><\/li><li class='ez-toc-page-1'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.jimdo.com/blog\/customer-journey\/#Customer_journey_example\" >Customer journey example<\/a><\/li><li class='ez-toc-page-1'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.jimdo.com/blog\/customer-journey\/#How_to_improve_your_customer_journey\" >How to improve your customer journey<\/a><\/li><li class='ez-toc-page-1'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/www.jimdo.com/blog\/customer-journey\/#Be_there_every_step_of_the_way\" >Be there every step of the way<\/a><\/li><\/ul><\/nav><\/div>\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_is_the_customer_journey_in_marketing\"><\/span>What is the customer journey in marketing?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>The customer journey starts when a customer notices that they need something and ends when they use their new purchase for the first time. During this time, they\u2019re focused on what they want and where to get it.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"What_are_the_stages_of_a_customer_journey\"><\/span>What are the stages of a customer journey?<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>The definition of a customer journey can vary, depending on who you ask. But they all boil down to these four phases:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">1. Awareness<\/h3>\n\n\n\n<p>The customer becomes aware of a want or need. They think about different options and solutions.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. Consideration<\/h3>\n\n\n\n<p>The customer considers what they want and what their preferences are. Then, they compare different products and companies that meet their needs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Purchase<\/h3>\n\n\n\n<p>The customer buys a product or orders a service.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">4. After-sales<\/h3>\n\n\n\n<p>The customer uses the product or service. They might have questions or need support during this phase, or they <a href=\"https:\/\/www.jimdo.com/blog\/reduce-ecommerce-returns\/\">need to make a return<\/a>. Then, they\u2019re ready to recommend the product or company to others.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_journey_example\"><\/span>Customer journey example<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Awareness: <\/strong>I\u2019m hungry. I can see lots of restaurants nearby.<\/li><li><strong>Consideration: <\/strong>I want something healthy and I don\u2019t want to walk too far. I\u2019ll grab an avocado salad from that salad bar across the square.<\/li><li><strong>Purchase: <\/strong>\u201cHi, I\u2019ll have the avocado salad, please.\u201d<\/li><li><strong>After-sales: <\/strong>\u201cThat was delicious, thanks! Is this always on the menu? I\u2019ll have to tell my sister, she\u2019d love your fresh salads.\u201d<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_to_improve_your_customer_journey\"><\/span>How to improve your customer journey<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>Most of the time, you won\u2019t meet a customer until they hit the \u201cPurchase\u201d phase. But they\u2019ll meet you much sooner! When comparing options, they\u2019ll use different pages on your website to help them make a decision. Here\u2019s a rundown of the key pages you can optimize for each phase:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Pages for the awareness phase:<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Portfolio<\/strong>. Your&nbsp;<a href=\"https:\/\/www.jimdo.com\/website\/portfolio\/\" target=\"_blank\" rel=\"noopener noreferrer\">portfolio<\/a>&nbsp;is there to impress clients with an overall flavor of what you can do. They can consider specific options in more detail later on.<\/li><li><strong>Social media profiles<\/strong>.&nbsp;Social media&nbsp;is a great way to send customers to your website, whether they follow you already or see your&nbsp;<a href=\"https:\/\/www.jimdo.com/blog\/facebook-ads-increase-traffic-expert-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">Facebook ads<\/a>&nbsp;in their feed.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Pages for the consideration phase:<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Buying guide<\/strong>. In this phase, most customers don\u2019t fully understand their options and might feel overwhelmed. Create a clear buying guide to summarize what\u2019s important.<\/li><li><strong>Pricing page.<\/strong>&nbsp;A clear&nbsp;<a href=\"https:\/\/www.jimdo.com/blog\/pricing-page\/\" target=\"_blank\" rel=\"noopener noreferrer\">pricing page<\/a>&nbsp;will help customers decide if they can afford your products. You can also include&nbsp;<a href=\"https:\/\/www.jimdo.com/blog\/how-to-get-testimonials-to-grow-your-business\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer reviews and testimonials<\/a>&nbsp;to back-up your value.<\/li><li><strong>About page.<\/strong> Emotions play a part in every buying decision. So telling your story or featuring your friendly team on your&nbsp;<a href=\"https:\/\/www.jimdo.com/blog\/8-steps-to-writing-a-great-about-page\/\" target=\"_blank\" rel=\"noopener noreferrer\">About page<\/a>&nbsp;can help you win customers over.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Pages for the purchase phase:<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>Checkout.<\/strong> This is a crucial link in the chain. It\u2019s where you seal the deal and secure the money that your business depends on.<\/li><li><strong>Shop fine print.<\/strong> Don\u2019t lose customers with unclear terms or&nbsp;<a href=\"https:\/\/www.jimdo.com/blog\/7-reasons-online-shoppers-leave-your-store\/\" target=\"_blank\" rel=\"noopener noreferrer\">doubts over shipping costs<\/a>. Make sure all their questions are answered and that your <a href=\"https:\/\/www.jimdo.com\/addon\/legal-text-generator\/\" target=\"_blank\" rel=\"noreferrer noopener\">legal pages and policies are in order<\/a>.<\/li><\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">Pages for the after-sales phase:<\/h3>\n\n\n\n<ul class=\"wp-block-list\"><li><strong>FAQ.<\/strong> Help customers get the most out of your product by explaining its settings, maintenance requirements, and answering other&nbsp;<a href=\"https:\/\/www.jimdo.com/blog\/how-to-write-an-faq-page-with-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\">common questions<\/a>.<\/li><li><strong>Contact.<\/strong> Reassure your customers by making it easy to contact you. This is your chance to build a great reputation with customer care that\u2019s worth talking about!<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Be_there_every_step_of_the_way\"><\/span>Be there every step of the way<span class=\"ez-toc-section-end\"><\/span><\/h2>\n\n\n\n<p>A good website answers questions for customers. Give your visitors the information they need at every stage of their customer journey, and closing sales will be much easier!<\/p>\n\n\n\n<div class=\"wp-block-columns are-vertically-aligned-center post-cta has-white-background-color has-background is-layout-flex wp-container-core-columns-is-layout-0111f410 wp-block-columns-is-layout-flex\" style=\"padding-right:var(--wp--preset--spacing--50);padding-left:var(--wp--preset--spacing--50)\">\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:66.66%\">\n<h4 class=\"wp-block-heading\">Bring your business online with Jimdo.<\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-vertically-aligned-center is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:33.33%\">\n<div class=\"wp-block-group is-content-justification-right is-nowrap is-layout-flex wp-container-core-group-is-layout-17124a9a wp-block-group-is-layout-flex\">\n<div class=\"wp-block-button\"><a data-tracking=\"post_cta_create_website_signup\" class=\"wp-block-button__link\" href=\"https:\/\/register.jimdo.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Start Now<\/a><\/div>\n<\/div>\n<\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Want more sales? You only meet customers once they hit \u201cBuy.\u201d But your website can help guide them to that final click. Just add these pages!<\/p>\n","protected":false},"author":2,"featured_media":5221,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[109],"tags":[129,117,114],"class_list":["post-5219","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-website-tips","tag-how-to","tag-marketing","tag-web-design"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How Your Website Helps Every Step of the Customer Journey<\/title>\n<meta name=\"description\" content=\"Want more sales? You only meet customers once they hit \u201cBuy.\u201d But your website can help guide them to that final click. Just add these pages!\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.jimdo.com/blog\/customer-journey\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Your Website Helps Every Step of the Customer Journey\" \/>\n<meta property=\"og:description\" content=\"Want more sales? You only meet customers once they hit \u201cBuy.\u201d But your website can help guide them to that final click. 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