Lead
Continuing with the toothache example, after the analysis, the dentist presents a treatment plan, and the client decides whether or not to accept the quote offered.
Furthermore, it takes into account brand experiences , from the first contact to the first consultation. Feeling confident with the information they have collected, the consumer makes their choice whether to proceed with the treatment or not.
In the purchase phase, the customer completes the acquisition of the product or service . It is essential to ensure a satisfactory purchasing experience to encourage future sales and customer loyalty.
In the example given, the customer agrees to the treatment proposed by the dentist and how to check your internet speed and improve it the payment, finalizing the transaction. Thus, the main purpose of mapping the customer purchase journey is to provide them with the best possible experience, helping them make decisions with confidence.
After purchase
After the purchase is complete, the focus turns to ensuring customer satisfaction. This stage includes follow-ups , after-sales support and loyalty strategies, aiming to keep the customer engaged and loyal to the brand.
In the example given, the dentist follows up with the client to ensure their satisfaction with the treatment and suggests a boosting is a powerful tool tha cleaning, promoting the continuity of the relationship.
For marketing and sales teams, this involves understanding each stage leading up to the purchase, which in turn will help encourage post-purchase remarketing or word-of-mouth brand promotion.
Knowing the path that the customer takes until reaching the purchase stage is part of the Inbound Marketing sault data and, so to speak, of content marketing strategies.
Although it may seem like a strategy closely linked to e-commerce, it is worth remembering that understanding the purchasing journey is essential for both B2C (business-to-consumer) and B2B (business-to-business) businesses.
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The purchase journey is not the same as the sales funnel , although they are two closely related concepts. It is linked to the customer’s journey , from their awareness of the problem to finding the solution.