What Is A Client Journey

A client journey represents a specific person’s stages of discovery and problem-solving while in a particular time or situation in life.

A client journey can be just a single event or a lifelong pursuit.

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Awareness

You discover you have a problem or a need and start the journey to solve it through whatever means necessary.

LOOKING FOR ANSWERS:

  • Friends & Family
  • Professionals
  • Influencers
  • Internet
  • Media
  • Books
  • Courses
  • Webinars & Seminars
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Consideration

You review your options and narrow your choices based on the information you’ve collected.

  • What is the outcome I seek?
  • How does this solve my problem?
  • To what degree should this solution solve my problem?
  • If this solution does not solve my problem completely, what else will I need?

There is any number of ways you came to this decision, from a simple recommendation from a trusted friend to an education that takes years.

WHAT INFLUENCES YOUR DECISION:

  • Trusted Recommendation
  • Identify With the Brand’s Vision & Mission
  • Price
  • Promise
  • Success Stories
  • Showcase of Examples
  • Attention To Detail
  • Convenience
  • Exclusivity
  • Perception of Quality
  • Process Fits Your Life
  • Their Knowledge On The Subject
  • Self Image
  • Gut Instinct
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Purchase

You’ve weighed all your options and made your choice. The purchase stage is an important first impression of how you will be treated as a client.

YOU’VE MADE YOUR DECISION:

  • Select Products
  • Purchase Options
  • Delivery
  • Guarantees
  • Understanding The Terms
  • Personalization
  • Policies and Procedures
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Onboarding

You are now a client. What’s next?

HOW TO GET THE MOST FROM YOUR INVESTMENT:

  • Understanding Through Overview What You’ve Bought
  • Guided Walk-Through
  • Question and Answers
  • Tutorial Library
  • Best Uses Directory
  • What Other Considerations Will Make This Better
  • Decision Time – To Keep Or Return
  • Once Onboarding Is Complete, Is There Ongoing Support
  • What Does The Ongoing Support Look Like
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Advocacy

You are a satisfied client and want to share your experience.

SHARING YOUR EXPERIENCE:

  • Posting A Review After The Sale
  • Posting A Review After Some Time of Use
  • Posting A Review After An Extra-Ordinary Experience
  • Telling A Friend
  • Be An Advocate To People Needing The Same Solution
  • Take On The Role of Sales Agent