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Customer Journey in Digital Marketing Presented by Nithin Chandra
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Introduction to Customer Journey What is a customer journey? Importance of mapping the journey in digital marketing The role it plays in improving user experience and conversion rates
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The 5 Stages of the Digital Customer Journey Awareness Consideration Conversion (Decision) Retention Advocacy Include a diagram/flowchart
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Stage 1: Awareness Goal: Capture attention Tactics: SEO, Social Media Ads, Influencer Marketing, Blog Posts KPIs: Impressions, Reach, Website Traffic
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Stage 2: Consideration
Goal: Educate and build interest Tactics: Email Marketing, Case Studies, Comparison Articles, Webinars KPIs: Click-through Rate, Time on Site, Bounce Rate
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Stage 3 – Decision Goal: Drive conversion Tactics: Offers, Free Trials, Product Demos, Customer Reviews KPIs: Conversion Rate, Cart Abandonment Rate, Cost per Acquisition
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Stage 4 – Retention
Goal: Keep customers coming back Tactics: Loyalty Programs, Remarketing Emails, Customer Support KPIs: Repeat Purchase Rate, Customer Lifetime Value (CLV)
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Stage 5 – Advocacy Goal: Turn customers into promoters Tactics: Referral Programs, User-Generated Content, Testimonials KPIs: NPS (Net Promoter Score), Referral Traffic
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Mapping the Customer Journey Visual tools: Customer Journey Maps, Touchpoint Analysis Benefits: Identify gaps, reduce friction, improve customer experience (Include a sample journey map illustration)
National Institute of Digital Marketing +91 9030111741 www.nidmdigitalmarketing.com
