Introduction
In Kerala, people rarely make a decision after seeing just one ad. They go on a journey—Googling, reading reviews, checking Instagram, asking friends. Understanding this path helps you market smarter.
What is a Customer Journey?
It’s every step a customer takes from not knowing your business to becoming your biggest fan:
- Awareness (learning your brand exists)
- Consideration (comparing you with others)
- Decision (choosing you!)
- Loyalty (coming back, referring friends)
Kerala Example: Saree Shop
- Awareness: Sees Facebook post about your Onam saree collection.
- Consideration: Searches “latest Kerala saree designs,” reads your 4.8-star reviews on Google.
- Decision: Visits your site, WhatsApps for price, places order.
- Loyalty: Gets email with discount for Vishu, refers cousin for her wedding.
How to Guide Their Journey
- Awareness: Run Facebook and Instagram ads in your city, create blog posts with trending keywords, participate in local WhatsApp groups.
- Consideration: Show customer testimonials, display ratings, write helpful FAQs.
- Decision: Make it easy to contact you (WhatsApp button), offer first-buy discounts, highlight free delivery for Kerala.
- Loyalty: Send thank you emails, ask for feedback, give referral bonuses.
Actionable Steps
- Map your own top 3 customer touchpoints.
- Create one Malayalam social media campaign for awareness.
- Set up a WhatsApp greeting for instant response.
Want to map your customer journey? [Book a free consulting session!]
