![]() Here’s quick a visualization of five stages in the ecommerce customer journey, and what each means for your customers:įive stages of the ecommerce customer journey, from the customer’s perspectiveĪnd here’s how each stage relates to your ecommerce business: Stage 1: discovery You may be familiar with the traditional terms for the stages of the ecommerce customer journey, which are usually something like:īut in the spirit of customer centricity, we’re choosing to rename the stages of the customer journey to put ourselves in the customers’ shoes. Rather than thinking about each stage, they’re experiencing it. The concept of ‘customer journey’ is very common in marketing, but your customers themselves may not be aware of-or at least aren’t thinking about-their actions on your website as ‘stages’ in a journey. 5 stages of the ecommerce customer journey To find answers, let’s explore what a typical customer journey through your site might look and feel like. What changes do I need to make to my ecommerce store to increase conversions? How can I learn from these customers’ actions on my site? Why did that customer abandon their shopping cart?ĭid this person not find what they were looking for? Giving thought to the entire customer journey can help you answer important questions, like: Visualizing these interactions as a ‘journey’ made of separate stages is a convenient way to look at a customer’s experience as a whole, and to understand what they may be looking for and needing at different touchpoints. Your customers develop opinions about your business (and whether or not they want to buy things from you) based on the sum of their interactions with your website. Why is the ecommerce customer journey important? If your website is slow to load, your product pages are hard to navigate and hide unexpected costs, or there are too many support forms to fill out, your visitors might choose to bounce or exit-which is both an interrupted journey and a missed opportunity ![]() If your website loads quickly and without issues, your product and pricing pages are clear and easy to navigate, and your customer support team is easy to reach, your website visitors might feel comfortable with making a purchase ‘Ecommerce customer journey’ describes the stages of a customer’s experience with an online business, from the moment they first become aware of its products to the moment they complete a purchase.Ī clear, smooth online experience tends to have a positive impact on your potential customers.
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