Breadcrumb Home / Academy / Customer Journey / Customer Journey Mapping / Stages of Customer Journey Mapping Back to courses Customer journey - Customer journey mapping Customer Journey Mapping sections What is Customer Journey Mapping? Understanding who your customers are Stages of Customer Journey Mapping Starting the Journey The bit before a customer becomes your customer Customer Journey Mapping and SEO Customer Engagement Usage - Customer Adoption Retention - Assessing the customer experience Brand Advocacy Customer Touchpoints Customer Journey Map Summary Stages of Customer Journey Mapping Awareness Information gathering, in depth researching, looking for clarity of communications, discovery, and initial problem-solving. Consideration Looking at options, considering alternatives, weighing up pricing, finding the best features, benefits and solutions. Purchase Choice has been made and customers need to be acknowledged. Retention Ongoing communication, customer satisfaction and feedback mechanisms. Advocacy When a customer becomes a ‘fan’, a brand advocate, and acts as a referral to other customers.