Customer Journey

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

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

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

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