Customer Experience
Great customer experiences don’t happen by accident; they are designed and then executed during each phase of the customer journey: the route a customer takes from the time they first encounter your brand to the time they make a purchase and return to purchase again. There are five phases during the journey:
- Awareness
- Consideration
- Purchase
- Retention
- Advocacy
Each phase should be designed to maximize the customer experience by removing friction from the sales process and making it delightful to do business with your company.