A been aroused. They go through a journey (customer journey) in which they come into contact with the product and competing products several times before they decide to make a purchase. A particularly important factor during this journey are user reviews from other buyers. These contribute significantly to the purchase decision. It is therefore crucial for companies to work on their review management .
Capterra conducted a two-part study on the topic of online reviews in April 2022. In the first part, we examined the importance of online reviews for the purchase decision and surveyed 603 consumers from Germany. The complete study methodology can be found at the end of the article.
What is the best way to gain the trust and loyalty of your customers? By putting themselves in their customers' shoes to understand their needs and challenges. Companies can do this by visually depicting the customer journey.
What is a Customer Journey
The customer journey comes from marketing and aims to develop a holistic and user-centered uk telegram data marketing strategy. The customer journey describes the journey of a potential customer from the first contact to the purchase of a product or service. All of the customer's touchpoints with the brand or product are taken into account. On this journey, the customer goes through various phases to purchase a product/service.