Google Tools to understand your Customer Journey to Online Shopping

What is the customer journey

Customer Journey is basically the path that people will follow from the first time they hear about your services until they actually buy from you.

You'll find many different images online, but this ones from meltwater is very complete:

Awareness

In the first stage people usually don't know about your products, services or benefits. This is what we call Awareness. It can be either: brand awareness or product awareness. It's very difficult to track your ROI from there, but it's definitely something you need to work on.

Consideration

This is usually the next step. People start to think about your product and will look more into its benefits.

Preference

This is a stage you need to be good at. People will look more deeply into the market to compare your product. Don't forget that people may find online competitors that you did not think about. So it's always important to have a regular look online.

Purchase

If you bring them here, it's good ! But it's not the end. Better for you they have a positive experience with your brand or they'll stop at this point.

Loyalty

That's usually cool but needs efforts too. Once people convert you need to be sure they'll keep receiving emails and notifications from your brand and products.

Advocacy

Nothing better than a happy customer who'll try to bring you more traffic. 

What is Google Customer Online Tool

Accessible on the following link, this amazing tool will give you some valuable insights about how people usually behave in your industry before they actually convert.

Funnel Process

This part help you to understand which channel is influencing people during their conversion journey. Very interesting to help you to organize your marketing efforts. You'll find:

• Display (banners)
• Social (Networks)
• Email 
• Paid Search 
• Referral
• Organic
• Direct

Funnel Process