Online vs. Physical Customer Journey

Online vs. Physical Customer Journey

Customer Journey Maps are narrative stories that allow you to see how a customer can use your product, how they will engage with your product, and how your product can provide benefit for them. Having a true and acceptable customer story allows us to find the most logical solutions for our problems.

Standard Titles, Unique Experiences

There is a general standard for creating a Customer Journey map but all journeys are unique. Creating a Customer Journey map is not easy because each stage of your e-commerce customer journey must be taken care of and personalized. You should analyze your audience well and personalize their experience, so that you will increase your engagement rate and cart size, and eventually get more loyal customers.

What you need to stay focused on is the fact that each step (touchpoint) should be optimized to put your customers at the center of the process, making their experience unique.

There are 4 main branches that we need to follow in order to create a Customer Journey; Awareness & Consideration, Decision, Delivery & Use, Loyalty & Advocacy. Every title must be considered in terms of customer & businesses’ own goals and activities as well as all touchpoints.

Let’s have a look at these titles in detail:

 Awareness & Consideration

  1. In the first two stages, your customers will be in a discovery period. They will look for the fastest way to reach the service they want with communication tools in various categories.

At this stage, what we need to do is to organize your online tools well and try to capture a quality interaction with the customer. 11Sight can help you engage live with the touch of a button. A video calling service can give you a great competitive advantage amongst your rivals.



At this stage, your customers will make a decision among the products they find, based on their detailed comparative search. At this stage, what you need to do is to reveal what kind of difference you have from similar products. Your customer service quality is one of the main aspects that customers might consider when deciding.

Delivery & Use 

After making a decision, e-shoppers want to quickly reach the product they prefer. That’s why you need to make sure that your product is delivered to the customer quickly. At the same time, since you will still be in one-to-one communication with the customer at this stage, you can also offer similar product recommendations. With 11Sight’s one-click video engagement platform, you can make these recommendations in-person and help customers shop with larger carts.

Loyalty & Advocacy

Once your customer is pleased with the experience on your e-commerce website, they will be willing to come back for more. If they can engage with a real sales representative in advance, you can build instant trust and you can turn your customers into loyal advocates. They will be confident enough to order more from your store and tell their friends about the experience.

To conclude, to build a modern and digital customer journey, you need to be where your customers are. Probably we will be more and more inactive by time, because online services are easy and very fast to achieve. If you are a product or service provider, you should consider adopting a digital solution to get ready for the all-digital era. Try our solution today:


8 Most Popular Virtual Selling Mistakes

8 Most Popular Virtual Selling Mistakes

Before the pandemic, face-to-face events and meetings were a very important interaction point for sellers. Now, with the effect of the pandemic, we started to move every interaction to online platforms. Therefore, the importance of online meeting platforms and the meetings held here have increased greatly in our lives. A survey conducted by RAIN Group in June 2020 shows that buyers find some points of the online sales processes more challenging than offline flows.

RAIN Group found that buyers faced a large group of issues when being served. Most of the respondents (89%) referred to “experiencing technology problems” as a main virtual selling mistake.

Jillian Ryan, eMarketer principal analyst at Insider Intelligence says: “Sellers have a more unique challenge during this time than their marketing counterparts, as engaging in conversations with buyers depends not just on best practices of stakeholder and company research, but also connecting with the individual person. And during this pandemic, every person is experiencing their own unique struggle”.

According to this research, almost 8 out of 10 vendors attended sales meetings with poor visual presentations. In addition, the problems that occurred were foreseeable but were not interfered. The presentations that were impromptu and disorderly had made a negative effect on the professional impact of the company.

Another mistake made on virtual selling is allowing distractions such as notifications and other external disturbances, with a percentage of 77%.

These responses indicate that buyers notice the quality of an organization and the level of expertise in virtual platforms of the companies that must adapt to this new normal as remote work continues amid the pandemic.

If you are a sales person, you probably want to reach out to your customers with the least effort. 11Sight comes into your life at this point. Call us for free to boost your performance with a perfect experience with your customers, control tools and indicators tailored for your company!