Customer Journey

Being able to 100% explain the customer journey of what brings consumers from top of the funnel to a sale is the holy grail of marketing.

Your road to success

Customer centricity is offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process. The consumer is in the driver’s seat and has more options than ever before. To stay above water with a leveled head, it is of importance to understand what goes through your customers’ minds. Your customer journey is a track with many different road signs. You are the guide. Every phase of the customer journey is meant to push them down your sales funnel.

Making a customer unhappy in the physical world, they might tell 6 friends. Make them unhappy on the internet and they tell 6000 friends. – Jeff Bezos

The importance of every stage of the funnel

Awareness of your brand is the root of your funnel. The first phase is where the customer tries to resolve a need. Does your customer think about your brand? Are you present where your customer starts searching? Grab attention and do not let go. Be considered, not forgotten. Only then we can continue to customer activation.

What is too often overlooked is the importance of a returning customer. Don’t let the effort go to waste by essentially, losing a customer who firstly was convinced. What makes a customer? For example, in e-commerce, your having sales is the goal, but when a customer returns every month, it is so much more valuable to scale your business.

Brand loyalty

A customer must choose your product out of all the brands considered. Optimizing conversion is a necessity to get the most out of your budgets. Upon convincing your client, it has only just begun. Great, you went from first base to a home run. Make sure you are a keeper. Retention means you will make sure your client stays happy and even comes to referring others to your product.

Overheard gossip

Enjoyed working with Tom in a lean and agile way and appreciated his swift understanding of our business.

Veerle Van Roij
– Segment Manager Business Developmen at Wolters Kluwer

I worked with


Digital projects from ideation to acceleration with an obsession for online human behavior. Understanding cases from top to bottom, looking for growth opportunities is my focus.

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2020 © Tom De Moor