Customer Journey: Explained with a real-life example

You might have undermined the importance of touchpoints

Sales is the attack and marketing is the defence. Without a good defence, you cannot attack with confidence.

Whenever I do a sale or I buy a product, my mind revolves around the question of how did a cold customer become a warm lead and ended up buying that particular product out of the many available.

All the time when I think like this, I get very crucial marketing and sales lessons, and I would like to take you with me on a recent purchase I did and all of my touchpoints. The story is about I ended up buying a pack of three white face towels.

How I went from a cold audience to a warm potential customer:

I was scrolling through reels and saw an influencer talking about her skincare routine for preventing acne breakouts. It caught my attention as I have this problem of frequent breakouts. It won’t capture the attention of anyone who doesn’t face the same issue. This is why knowing the pain point of your ideal audience is crucial.

After that, she started talking about one particular thing. That is, she uses a separate towel for drying her face after bathing and doesn’t use the towel for the body on the face. According to her, that stops the spread of bacteria to the face. And it made sense to me. This is why the authenticity of the content is important. And she didn’t even mention names of any product - it was not a paid collab.

Now I am a warm customer. I want to buy face towels.

Where do you go to buy face towels?

I didn’t search on google. I went directly to Amazon and typed in the keyword there. Tons of products came on the first page. (See the importance of optimising SEO for different platforms)

Now it’s up to the following factors:

1. Price

2. Quality of the material

3. Product attractiveness (Color, size etc)

4. Offer (Number of towels)

5. Reviews

6. Product description and pictures

I went through the listings and found the following product that scored decently for all the above 6 pointers.

Good price, a good number of ratings, ranked in the first-page result and a good product description made me buy that out of the many.

Have you thought about how good your touchpoints are? Definitely, there is always room for improvement. That 5% edge gives you a 100% advantage over your competitors.

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