Mapping out your ecommerce customer journey
Navigate how you engage with your customers at every step, from first impressions to lasting relationships.
Own your growth at every step.
The ecommerce customer journey
There are five stages in the ecommerce customer journey:
- Awareness
- Acquisition
- Conversion
- Fulfillment
- Loyalty
Awareness
In the first stage of the customer journey, you’re introducing your brand to new people. It’s your chance to make a positive, memorable first (and second, and third…) impression.
Acquisition
Stage two of the customer journey: You’re building trust in your brand, people are showing interest, and now it’s time to get their contact details to make it official.
Conversion
Stage three is exciting. It’s the moment in the customer journey when someone hands their faith (and money) over to your brand.
Fulfillment
During stage four, customers are awaiting their new product. By clearly communicating and following through on promises, you can turn waiting into eager anticipation.
Loyalty
The final stage (and ultimate goal of a delightful customer journey) is turning a one-time buyer into a loyal brand advocate. These are the people who stick around — and talk you up to others.