Decoding Customer Journey from Consideration to Advocacy

Customer Journey in today’s world is a non-linear process. The steps between awareness and purchase often loop back on each other grouping them into one unified consideration step.

At the same time, digital platforms have become the number one destination for customers to share their experience with products ranging from cars and gadgets to hair care and baby products. With ample information and engagement opportunities available on digital platforms, customers conduct a large part of their consideration research online and brand advocacy plays a critical role in making a purchase decision. At MavenMagnet, we use our expertise to analyze digital conversation to decode the customer journey.

Our approach is to do contextual listening to hear the voice of considerers, owners, and advocates. We take a discovery approach to identify the most relevant factors for the target segment while considering a service or product in a specific market. We identify the most relevant factors for the owners/users and what drives the customers to be advocates/loyalists. We provide touchpoint analysis by journey stage for media and messaging optimization. We provide competitive analysis to understand how the brand is perceived as compared to competition by considers and owners respectively.

Online reviews and ratings from experts and customers, multi-channel engagements, and multiple touch points have changed the customer journey for good. MavenMagnet has developed innovative technological capabilities to use contextual listening to extract valuable insights and provide actionable recommendations at every step of the journey while being fully GDPR compliant and adhering to the most stringent industry and government privacy standards.