The buyer journey describes the stages a person goes through before, during, and after making a purchase. It begins when a person identifies a need, continues as they research and compare options, leads to the purchase decision, and concludes with the post-purchase experience, which determines whether or not they will return. In today’s retail landscape, this journey spans multiple channels: social media, search engines, the online store, the physical store, email, and WhatsApp.

Why does it matter?

Each stage requires something different. Those who are just discovering your brand need inspiration; those who are comparing options need information and confidence; and those who have already made a purchase need good follow-up. If you send the same message to everyone, you’ll only really connect with a few.

• Discovery: Content and ads that spark interest.
• Considerations: reminders of products viewed, reviews, comparisons.
• Shopping: Retrieval of Abandoned Shopping Carts and a Simple Process.
• Post-purchase: follow-up, surveys, and recommendations for repeat purchases.

Story mode

Lucia sees an ad for trail running shoes on an online sports store. She visits the site, looks at two models, and leaves. The next day, she receives a reminder featuring the models she viewed. She returns, adds one to her cart, but doesn’t complete the purchase; hours later, a WhatsApp message answers a question she had about the size, and she makes the purchase. A week later, she receives tips on how to use them, and later on, a recommendation for technical socks.

How to Use It with Data4Sales

• Web pixel: tracks browsing activity (categories and products viewed, searches) and makes it actionable.
• Workflows (Flows): Automated 24/7 customer journeys for onboarding, abandoned navigation, abandoned cart, post-purchase, repeat purchase, reactivation, and post-sale NPS.
• Life cycle: Each customer is classified into one of the following stages: Prospect, Regular, At Risk, or Re-engaged.
• Omnichannel coordination via WhatsApp, email, and SMS—all from one place.

Related terms

• Customer life cycle
• Marketing Automation
• Flow
• Omnichannel