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.
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
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
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
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
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