Customer Funnel & Customer Journey Map.
Customer funnel is a useful tool in understanding the stage in the purchase decision where a customer is at any given time period. It is also called the purchase channel, sales channel or marketing channel. The customer funnel is important because it allows you to map your customer journey later on.The most basic funnel includes 3 stages awareness, consideration, conversion/purchase. Two additional stages are (loyalty, and advocacy) can also be added. Customer Journey: the typical sequences of specific activities customers take as they move through the stages of the funnel.Difference between Customer Funnel and Customer JourneyThe difference between a customer journey and a funnel is that the journey really takes the analogy of understanding the customer and getting into the minds of the customers to a completely new level. From the prospective of the customer, you look at the different touchpoints from the first stage in the marketing funnel (awareness) all the way through the point of purchase and perhaps repeat purchase. (The primary differences are the perspective and the touch points)Touch-point definition: A point of contact or interaction between accompany/brand and its consumers. A touch-point is any time a potential customer or client is exposed to your brand–before, during, or after they purchase a product or service. In essence, customer touchpoints are where customers interact with your brand, product, service, etc. Developing an understanding of each touchpoint means that you can design better user and better customer experiences. This understanding can also be used to enhance user and customer journey mapping exercises.Watch the following videos on YouTube:(A) 8 Steps to Creating Customer Journey Maphttps://www.youtube.com/watch?v=qlcmM6w5cPc(B) 5 common Customer Journey Mapping mistakes (you should avoid)https://www.youtube.com/watch?v=kPhqAlzh1BUAfter reviewing the videos above, please apply information to your specific company. Please complete a customer journey map for your company.