This course introduces the steps and stages of the customer decision journey.
This course introduces the steps and stages of the customer decision journey. It highlights the process by which potential customers identify their needs, consider a solution to satisfy those needs, evaluate different products or services, decide on a solution, and purchase the product or service.
In this course, you will learn how to identify and analyze the various factors affecting the customer decision journey. These include emotional and cognitive cues, media elements and retail technology, and social and cultural factors. In addition, you will learn the process of mapping the customer decision journey, discover how creating buyer personas will help you identify and meet the needs of your target markets, and learn to develop a strategy that builds customer loyalty.
Learning Objectives
- Identify all stages of the customer decision journey
- Identify and apply factors influencing the customer decision journey
- Know how to create a buyer persona
- Understand how the customer decision journey fits into the overall customer experience
- Learn to map the customer decision journey
- Learn how to apply customer decision journey mapping to increase customer loyalty
- Learn about the various touchpoints along the customer decision journey
Skills you’ll gain
Decision MakingCustomer AnalysisCustomer Journey MappingCustomer Lifecycle ManagementPaths To PurchasePurchasing ProcessWhat You'll Learn
- Identify all stages of the customer decision journey
- Analyze the emotional, cognitive, media, retail-technology, social, and cultural factors that influence the customer decision journey
- Create buyer personas to identify and meet the needs of your target markets
- Map the customer decision journey and identify its touchpoints
- Apply customer journey mapping to build customer loyalty
- Align marketing and customer experience across end-to-end customer journeys
Key Takeaways
- The customer decision journey covers the process by which potential customers identify needs, consider and evaluate solutions, decide, and purchase a product or service.
- Emotional and cognitive cues, media elements and retail technology, and social and cultural factors all influence the customer decision journey.
- Creating buyer personas helps identify and meet the needs of target markets.
- Mapping the customer decision journey can be applied to increase customer loyalty.
- The customer decision journey fits into the overall customer experience and includes various touchpoints.
Frequently Asked Questions
What does this course cover?
It introduces the steps and stages of the customer decision journey, the factors that influence it (emotional and cognitive cues, media elements and retail technology, and social and cultural factors), how to create buyer personas, how to map the journey, and how to develop a strategy that builds customer loyalty.
What skills will I gain?
The course develops skills in decision making, customer analysis, customer journey mapping, customer lifecycle management, paths to purchase, and the purchasing process.
How is the course structured?
It is delivered as a series of lessons covering consumer behavior and loyalty, the customer experience, media and retail technology, social and cultural context, emotional and cognitive cues, and customer journey mapping, with Test Your Knowledge checkpoints and a concluding lesson.
Will I learn how to create a buyer persona?
Yes. The course teaches how to create buyer personas to help you identify and meet the needs of your target markets, including a lesson on developing customer personas.
How does journey mapping relate to customer loyalty?
The course teaches how to map the customer decision journey and apply that mapping to increase customer loyalty, including developing a strategy that builds loyalty.
Transcript
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Welcome to KnowledgeCity's course, the Customer Decision Journey. In this course, we'll be covering the nuts and bolts of the consumer buying process. You'll understand how your potential customer identifies their need, considers a solution to satisfy that need, evaluates different products or services, decides on a solution, and purchases the product or service. By the end of this course, you'll be able to identify all elements of the Customer Decision Journey, and the factors influencing it as well as how to map the journey, all while building customer loyalty. Let's get started.
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