What phases does a digital customer journey have?

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A digital customer journey always has different phases. The classic model is based on five phases that occur one after the other:

Awareness:
The customer is looking for a product or solution and begins their research. In this phase, their awareness is awakened and they have their first contact with your company's product. For this to work, the website should be easy to find, contain helpful content, and the social media presence should be well-maintained.
Favorability:
Interest in the specific product increases, and the customer develops a favorite. Good online reviews , recommendations from other customers, and correspondingly good product descriptions help.
Consideration (desire)
The customer now takes a closer look and examines the product's advantages uk phone number data and disadvantages. This includes factors such as the price-performance ratio, the company's image, delivery conditions, and numerous other aspects that have nothing to do with the product itself.
Intent to Purchase (Trigger)
Now it's time to address the actual purchase intent. Perhaps the customer has already added the product to your online store 's shopping cart . The process should therefore be as simple as possible and encourage and support the customer in their purchase intent.
Conversion:
The moment has come: the customer purchases the desired product. The digital customer journey was successful. But that's not all. After-sales marketing should also be integrated into the customer journey to keep them loyal.
Other phase models of the customer journey summarize points two through four and continue after the purchase with customer satisfaction and customer loyalty measures. The so-called "marketing funnel" also includes the aforementioned phases. Learn what a funnel is and how to successfully use it for your marketing in this article: Marketing Funnel

Definition of the customer journey map
To best understand the customer journey and the various touchpoints, the digital customer journey is visualized using a map. There are no rigid rules. The customer journey map can be created either for a company as a whole or in detail for a specific product. Various online tools or free templates from the internet can help with this.

Before creating a customer journey map, you should be clear about what it should represent. Is it a status quo, or should it visualize the path to the desired goal? Is it B2B or B2C, and which customer should be the focus? Discuss these questions as a team and agree on a course of action.