Customer Journey

This is an individual who is poised to be a direct consumer of a certain good or product. It is important to understand this person’s behavior for targeting and positioning.
Let us use a product and buyer’s case; Case Study Teeth whitening formula. This case illustrates a sales FUNNEL. This journey shows how Sarah, a young professional, might discover and ultimately choose Product XX.
Note: This illustration is artificially generated and is at no stage to be used as a point of reference.

Touchpoint 1:
While scrolling through social media, Sarah sees an ad featuring a group of friends laughing together, all with bright white smiles. The ad highlights Product XX’s whitening benefits.
Action: The ad catches Sarah’s eye because she’s been wanting to whiten her teeth but hasn’t found the right product yet. She clicks to learn more.

Touchpoint 2:
Sarah visits Product XX’s website and explores the product information. She discovers Product XX offers various varieties catering to different needs, including snow whitening.
Action: Sarah finds the variety appealing and reads testimonials from satisfied customers on Instagram who praise Product XX effectiveness.
Touchpoint 3:
Later, while watching a makeup tutorial on YouTube, Sarah hears the influencer mention using Product XX for shine teeth before applying lipstick.
Action: Hearing a trusted source recommend Product XX reinforces Sarah’s positive impression and sparks further interest.

Touchpoint 4:
At the store, Sarah sees Product XX’s display with different ingredient options. Each option has clear labeling highlighting its benefits.
Action: The clear labeling and product quantities helps Sarah easily identify the Product XX Whitening formula and compare it to other brands.
Touchpoint 5:
Sarah is met by a charming young man with a bright smile in a POLO T-Shirt labelled Product XX explaining the formula as a good value for money compared to other whitening formula. Also he informs about the coupon code offer prizes.
Action: If only one cap-full of Product XX is all it takes after every wash, this strengthens Sarah’s purchase decision.

Touchpoint 6:
Confident in her choice, Sarah picks up a bottle of Product XX Whitening formula.

Touchpoint 7: After using Product XX for a few weeks, Sarah notices a visible improvement in the whiteness of her teeth. She feels more confident about her smile.
Action: The positive experience solidifies Sarah’s preference for Product XX.
Touchpoint 8:
Sarah receives a Product XX email with tips for maintaining a healthy smile and exclusive offers for
Product XX users.
Action: Feeling valued as a customer, Sarah is more likely to recommend it to others and use other products by Company XX.
Note: This is a sample journey, and the specific touchpoints will vary depending on individual needs and marketing strategies.