E-commerce Customer Journey Map


Customer Journey Map Example2
Table of Contents

Customers nowadays spend a significant amount of time exploring and comparing all of their possibilities. Throughout this investigation and comparison, a consumer engages with your business in a variety of ways across numerous channels. These outlets include social media, advertisements, reviews, and your eCommerce shop. Every time someone interacts with your eCommerce business, you have the opportunity to turn them into a devoted customer.

“Consumer Journey is described as the journey a customer takes through all interactions, touchpoints, and experiences with your eCommerce brand in order to make a purchase and beyond.” It is the story your consumers tell themselves when they buy and use your items. The graphical depiction of this voyage is known as the “Customer Journey Map”.

What Is An E-commerce Customer Journey?

An ecommerce customer journey starts with one of two things: a problem to solve or an opportunity to seize, sometimes known as a ‘need’ or a ‘desire.’

As an example, consider acquiring a new exercise bike. The customer journey may start with an issue, such as their previous bike being damaged or out of date. In contrast, it might begin with an opportunity, such as an enticing advertisement that piques the customer’s interest in the new bike.

Customers who are satisfied with their present brand will remain loyal to it, but customers who wish to move to a new brand must first do a competition study.

Potential shoppers study reviews and comments, seek advice from friends and family, and compare the prices of other brands. They may deliberate a few times before reaching a final decision.

After deciding on a product, the buyer returns to a website, locates the product, completes the transaction, and waits for their thing to come.

When a consumer receives their order, their trip does not stop. E-commerce firms must keep customers interested in order to generate repeat purchases and build brand loyalty. Loyal customers are the lifeblood of every successful e-commerce firm; they submit favorable reviews, share social proof with friends and family, and return year after year.

Exploratory Research Guide

Conducting exploratory research seems tricky but an effective guide can help.

Stages Of Customer Journey Map For E-commerce


Customers at the awareness stage are only learning about a brand and what it stands for.

They may have found the brand either passively through an advertising, social media, or blog post, or actively through organic search.

As a result, an e-purpose merchants at this level are to educate, answer queries, and build knowledge on the appropriate topic area.

E-merchants must acquire the confidence of potential clients, pique their attention, and persuade them to learn more.


At this point, a brand has piqued the curiosity of the client. They may be contemplating a certain product, but they may also be assessing other possibilities and looking at similar items on competitor’s websites.

Potential consumers may conduct further research outside of the pre-defined customer path, such as looking at social media pages and customer reviews. At this time, e-merchants may be able to win clients with a retargeting ad.

At this stage, an e-key merchant’s aims are to promote their product as the ideal option, explain its benefits, justify the price, keep clients engaged, and gain their confidence.


Once a consumer has opted to buy, the major purpose of an e-merchant is to remove any friction that may cause them to abandon their basket. At this stage, touchpoints include the website checkout as well as social media, email, or phone assistance.

Make sure the checkout procedure is swift and easy, with no barriers to purchasing. Customers may abandon a purchase if they are required to join up for a subscription or provide unneeded information at the checkout.

Customers may have some final inquiries before making a purchase, and businesses who give attentive customer service and assist customers in selecting the proper product have a greater chance of converting a sale.

E-merchants should re-emphasize their value offer, reaffirm consumer decisions, and create a feeling of urgency by displaying restricted availability till the last minute.


Customers should not be forgotten once they have completed a transaction. Repeat consumers are critical for long-term e-commerce success, thus e-merchants must work hard to keep newly acquired clients.

Enroll consumers in a multi-channel post-purchase campaign automatically, and keep them engaged with regular emails and SMS communications.

E-merchants may solicit feedback from clients, address any questions they may have, and deliver targeted offers relevant to their purchase. Create a community of devoted consumers by keeping them informed about new product launches, inviting them to special sale events, and rewarding them with VIP offers.


For e-commerce businesses, social proof is a crucial tool. Customers who go on to become brand ambassadors should be treated as VIPs.

Maintain contact with VIP consumers with email and SMS marketing. Request that VIP consumers participate in rewarding affiliate programmes, provide useful brand feedback, and share information about specific items or events on their social media sites.

Brands may even obtain testimonials from these devoted consumers to post on their website or blog.

How Is A Customer Journey Map Helpful For E-commerce?

The Customer Journey Map began as a tool for marketing strategy, but it has now expanded into a framework for creating whole business models, particularly eCommerce.

Plan Inbound Marketing Efforts

A customer journey map and understanding of how a consumer discovers your items may assist you in strategizing your product discovery. A customer journey map includes all of the touchpoints via which your clients arrive to your eCommerce business. You may then ensure that your brand is present at all touchpoints in order to engage your customers.

Create New Prospective Customers

Once you’ve mapped out the full customer journey for your eCommerce firm, you can search the internet for people who are doing similar activities and interactions and utilize social media and search engine marketing to reach out to these new clients. Using the customer journey map, several eCommerce firms have realized significant revenue increase.

Organize the Company’s Priorities

eCommerce is a highly competitive industry with little space for resource expansion. The customer journey map gives the most realistic and effective vision for a company’s goals. You can plainly see where there is the most room for development and where you will get the most benefits.

Assigning Ownership Within the Organization

Customer journey maps are useful for visualizing how your consumers find, interact with, and remain loyal to your company. It may be a wonderful approach to delegate responsibility for each touchpoint and contact to the appropriate teams in your organization. This not only enhances accountability and ownership, but it also assists you in identifying the weak links in your own business.

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Steps To Create A Customer Journey Map For E-commerce

We understand that every business is different and that many things affect clients, but these stages will help you uncover the customer journey of your eCommerce business by guiding you through.

Put yourself in the shoes of your customer: The first step in designing a customer journey map is to put yourself in the shoes of your consumer. Choose a product from your eCommerce site and consider how you would go about purchasing it. Look for it online, check the reviews, and go to your local store. You will find various touchpoints and interactions as a result of this.

Form a focus group and observe their activities: Next, form a focus group of your target clients, and if feasible, keep your company’s identity hidden. Request that consumers purchase a product from your eCommerce store and closely monitor their behavior. Then, compare your trip to the journeys of the individuals in the focus groups, and you will have a better grasp of how well you know your clients and what their true journey is. At this stage, you will also have additional touchpoints and interactions.

Engage with your customers to better understand them: With the list of found touchpoints and interactions, you can now strategize how to engage with and win over your consumers. You’ll need to consider how to showcase your eCommerce shop at its best on each touchpoint, whether it’s a search engine, social media, third-party reviews and recommendations, or anything else. The customer journey map also necessitates that you identify the interactions via which your clients can interact with your brand. Each encounter is an opportunity to entertain and win over consumers.

Statusbrew helps you create consumer relationships on social media, as well as provide social listening and reputation management.

Understand your buyer’s goals and pain areas. At Each Stage: You should have completed the fundamental phases in the customer journey map for your eCommerce firm by now, based on the identified touchpoints, interactions, and engagements. It is now time to fill them with information.

For each point, you must have three important insights.

Goals: At this stage, what does the consumer wish to accomplish?

Customer emotions: What irritates or delights the customer?

Problems: What would consumers like to see improved?

These insights can be obtained through evaluating consumer data and administering surveys and questionnaires.

Visualize and comprehend the journey: Simplify all of the information you’ve gathered and turn it into a visually appealing paper. This is the final document that will serve as your customer journey map. You may format it according to your eCommerce business and separate the touchpoints based on teams or journey phases. There are several tools available to visualize your client journey, but Microsoft Visio is the finest. An example of an eCommerce customer journey map is shown below.

Apply Your Knowledge and Repetition: A customer journey map may teach you a lot about your clients and your eCommerce business. It is now time to strategize and put your newfound information to use. Concentrate your attention on the most critical interactions and improve your clients’ user experience. Customers’ requirements are always changing, therefore you must maintain your customer journey map up to date in order to stay connected to them and serve them better. A repeatable procedure for updating the customer journey map can benefit your eCommerce firm in the long term.

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