Digital Customer Journey: What Steps Lead Users to Buy from Your E-commerce Site?

Consumers' shopping experience is a crucial point in a company's strategic planning: how has the way of approaching the customer journey changed with the advent of e-commerce?

The stages of the customer journey, that is, the key moments of the "customer's journey" towards conversion, have always been a subject of study in traditional marketing. With the arrival of e-commerce the "journey" has become digital, and the stages have changed and adapted to the new online shopping tools.

Let's look at the stages (or touchpoints) of the digital customer journey:

AWARENESS: the user's awareness that they have a need and must satisfy it. In this first and fundamental stage, companies must make themselves known and stand out from competitors through digital channels, such as search engines, social networks, websites and e-commerce sites.

FAMILIARITY: once the potential customer's attention has been drawn to the brand, it will have become familiar and no longer unknown; recognisable in the vast range offered on the web.

CONSIDERATION: it is at this stage that the consumer has to choose between your product and the others available on the market. Here the product's features and the price play a fundamental role. The user is looking for information, so you need to give them all the tools they need to be guided through the decision.

PURCHASE: this is the first real goal of a company that wants to sell online: the purchase (or conversion). After a path through the first three stages, the user's need has been turned into a purchase.

LOYALTY: the second goal of the strategy is customer loyalty. This stage is just as essential as the purchase stage because it allows companies to maintain the relationship with the customer over a long time, so that they can buy again in the future. In this stage the key role belongs to all after-sales services, such as customer support.

This entire journey can take place entirely on the web, if it is an integral part of an efficient digital marketing strategy. To plan and put this strategy into practice in the digital world we recommend relying on a web agency that can accompany the company along the whole path from the first stage to the last and convert users into truly loyal customers.

Contact us for a consultation and find out how we can help your company sell online! Call 0313620385, or email us at info@newvisibility.it