Customer Journey
TRANSFORMATION STAGE
Touchpoints:
Mid-program reviews
Reflection activities
Personal story development
Advanced tool application
Customer Needs:
Deepening understanding
Integrating new habits
Preparing for challenges
Recognizing growth
Key Actions:
Document transformation
Provide advanced strategies
Reinforce new alcohol-free identity
PARTICIPATION STAGE
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
ONBOARDING STAGE
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
DECISION STAGE
Touchpoints:
Enrollment process
Payment options
Onboarding communications
Welcome materials
Customer Needs:
Clear understanding of next steps
Confidence in decision
Excitement to begin
Key Actions:
Streamline enrollment process
Provide immediate resource access
Send personalised welcome
Set clear expectations
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
AWARENESS STAGE
Touchpoints:
Social media content
Blog articles
Referrals from clients
Website discovery
Press coverage
Customer Needs:
Recognising need to change
Seeking information
Looking for a different approach
Key Actions:
Create content addressing pain points
Share relatable testimonials
Offer valuable free resources
Ideas related to this collection