The New Customer Journey
The funnel is dead. The new consumer decision journey:
I wanted to share with you a LinkedIn post written by @davidedelman. He claims that the traditional funnel is dead, and that today's customer journey doesn't finish at purchase, but that it spreads beyond into advocacy and more. This is a theme I am passionate about, given that social media helps consumers act 'smarter' when considering a purchase - be that consumer goods or B2B technology. Customer advocacy, I believe, is the evolution of customer referencing and as CR professionals, we need to be ready and able to drive this approach from within our own companies. This is what adds true $ value to our organisations through our programs.
Rather than re-write David's words, here are his views below. I hope you find the article as of much interest as I did:
"Here is a graphic I use all the time to describe the consumer decision journey (CDJ). I like to say that the funnel is dead, because it’s outdated. Today’s consumer takes a much more complex iterative path thru and beyond purchase. The classic funnel shows an ever-narrowing array of decisions and choices until purchase, when in fact the channel-surfing customer today often is expanding the set of choices and decisions after consideration. Just as importantly, treats the post-purchase process with the same level of importance as the pre-purchase journey.
It’s a pretty simple concept really but clients like it because this visual highlights and isolates the most important aspects of the journey.
Consider: What brands/products do consumers have in mind as they contemplate a purchase?
Evaluate: Consumers gather information to narrow their choices.
Buy: Consumers decide on a brand and buy it.
Post-purchase: Consumers reflect on the buying experience, creating expectations/considerations that will inform a subsequent purchase
Advocate: Consumers tell others about the product or service they bought.
This visualization of the journey helps focus conversations on where to spend money, where the opportunities are, what sorts of people and processes you need to deliver on them, where you’re weak and your competitors strong. It’s incredible the conversations I’ve had where clients realize they’re over-spending in one stage of the journey or under-spending in another. The CDJ approach helps clarify the issues that are undermining your brand, or where your brand has an opportunity to grow. You can read more about it in this article.
What part of the consumer decision journey is critical to your brand?
Read more on the Chief Marketing & Sales Officer Forum site. And please follow me on Twitter@davidedelman."
The original link can be found here