Customer Journey – From Curious To Committed
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- Navigate key customer journey phases
- Create impactful buyer personas
- Employ industry-specific techniques for unforgettable experiences
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About Customer Journey – From Curious To Committed
Are you ready to craft a buyer experience that resonates deeply, establishes trust, and builds a lasting connection with your audience?
This blueprint equips you with actionable strategies for understanding and enhancing the customer journey, from curious browsers to committed customers.
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Table of contents 
- Understanding Your Customers
- Customer Segmentation
- Analyzing Customer Behavior: Online and Offline
- Customer Feedback and Surveys
- Defining and Utilizing Buyer Personas
- Gathering Demographic Information
- Understanding Psychographic Details
- Recognizing Behavioral Traits
- Identifying Pain Points and Challenges
- Aligning Content with Buyer Personas
- Strategic Questioning to Navigate Your Business Landscape
- Are People Interested in Buying What We Offer?
- Does Your Product Fix a Client’s Issue?
- How Much Are Clients Ready to Pay for Our Product?
- Are We Targeting a Broad or Niche Audience?
- What Do Our Competitors Offer These Clients?
- Journeying with Your Customer – Key Phases
- Awareness
- Consideration
- Preference/Intent
- Purchase
- Retention
- Loyalty
- Re-Engagement
- Industry-specific Customer Journey Insights
- Retail Industry
- Technology & Software Industry
- Healthcare Industry
- B2B Customer Journey
- Case Studies
- What is Customer Journey Mapping?
- The Basics of Customer Journey Mapping
- Why is Customer Journey Mapping Important?
- Creating a Customer Journey Map
- Emotional Mapping – Beyond Actions
- What is Emotional Mapping?
- Why Emotions Matter in the Customer Journey?
- How to Create an Emotional Map?
- Strategic Touchpoint Identification
- What Are Touchpoints?
- Why Identify Strategic Touchpoints?
- How to Identify Strategic Touchpoints?
- Discovering Your Business – The Initial Touchpoint
- How Did They Find Out About You?
- Market Research and Customer Feedback
- Digital Footprints: Analyzing Online Interactions
- Which Channels and What Did They Do?
- Website Analytics and Customer Behavior
- Point of Sale (POS)
- Understanding the Point of Sale (POS)
- Optimizing the POS Experience
- Integration of Technology at the POS
- Post-Purchase Engagement
- What Happens After the Sale?
- Follow-Up Communications
- Encouraging Customer Feedback and Reviews
- Strategies for Effective Post-Purchase Engagement
- Loyalty Programs
- Creating Community Engagement
- KPIs for Monitoring Customer Journey Success
- Why KPIs Are Crucial?
- Essential Customer Journey KPIs
- Measuring KPIs Effectively
- Techniques and Tools for Effective Journey Mapping
- Why is Journey Mapping Crucial?
- Turning Your Touchpoints into a Cohesive Journey
- Visual Techniques in Journey Mapping
- Sketch
- Figma
- Miro
- Strategies to Optimize the Customer Journey
- Tailored Marketing Messages
- Reducing Unnecessary Steps
- Streamlining Processes
- Utilizing Chatbots for Immediate Responses
- Optimizing Website and Mobile Experience
- Employee Training for Enhanced Customer Service
- User-Friendly Navigation and Content
- Developing a Customer-Centric Culture
- Implementing CRM Systems
- Personalized Product Recommendations
- Successful Customer Journey Examples
- Apple
- Spotify
- TurboTax
- HubSpot
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Nova Eclipse Verified Buyer –
If you run an online business, this book is a must-read! It provides a clear roadmap for turning website visitors into loyal customers.
Felix Wanderer Verified Buyer –
I’ve read many books on customer experience, but this one stands out because of its actionable steps and real-world examples.
Lyra Stars Verified Buyer –
A great guide for improving customer experience! However, some sections feel a bit broad. I was hoping for more industry-specific insights