The Customer Journey describes the stages a person goes through from first learning about your brand to becoming a loyal customer. Key stages include:
- Awareness: Discovering your brand or product
- Consideration: Researching and comparing options
- Conversion: Making a purchase or taking desired action
- Retention: Returning for repeat purchases or engagement
- Advocacy: Recommending your brand to others
Mapping the customer journey helps marketers optimize touchpoints, personalize messaging, and improve overall experience.
Example (Nepal): A parent sees a school Reel (awareness) → Googles fees and reviews (consideration) → WhatsApps admissions (conversion) → receives term updates on email (retention) → refers a neighbor (advocacy).
