Customer Journey
Where will people “meet” Phenomenal? How will they begin to engage and what aspects of my touch points will appeal to them? What issues are there that might risk engagement? What are the dangers and what are the opportunities?
How does the ideal customer journey make Phenomenal REAL?
Onboarding Experience
Touchpoints:
Welcome call/video
Workbook delivery
First coaching session
Community introduction
Customer Needs:
Day one support
Program navigation help
Building confidence
Key Actions:
Create structured first week
Provide usage guidance
Facilitate community connections
Celebrate commitment
Awareness Stage
Touchpoints:
Social media content
Blog articles
Referrals from clients
Website discovery
Press coverage
Customer Needs:
Recognizing need to change
Seeking information
Looking for a different approach
Key Actions:
Create content addressing pain points
Share relatable testimonials
Offer valuable free resources
Alumni Engagement
Touchpoints:
Alumni community
Advanced resources
Mentoring opportunities
Special events
Customer Needs:
Maintaining connection
Continuing growth
Giving back
Key Actions:
Create exclusive alumni benefits
Develop advanced content
Provide story-sharing opportunities
Invite program input
Key Opportunity Areas
Create stigma-free entry points into the program
Demonstrate clear value and showcase results
Offer flexible payment options and satisfaction guarantees
Paint vivid picture of positive alcohol-free life
Provide immediate tools for managing early challenges
Equip with social strategies and scripts
Build in recovery mechanisms for moti
Program Completion
Touchpoints:
Graduation celebration
Completion certificate
Final assessment
Future planning session
Customer Needs:
Achievement acknowledgment
Clear path forward
Confidence in maintaining changes
Key Actions:
Create meaningful 'mission accomplished'
Provide continued resource access
Outline ongoing support options
Active Participation
Touchpoints:
Weekly modules
Coaching sessions
Community interactions
Progress tracking
Customer Needs:
Consistent support
Progress recognition
Practical tools
Peer connection
Key Actions:
Implement 'dopamine buttons'
Provide timely feedback
Create milestone celebrations
Facilitate accountability
Consideration Stage
Touchpoints:
Detailed program info
Free downloads/guides
Email sequences
FAQ section
Community sneak peeks
Customer Needs:
Understanding what makes Phenomenal different
Assessing program fit with values
Building trust
Key Actions:
Highlight THRIVE system benefits
Address common objections
Showcase credentials & story
Offer discovery calls