We will start with what we think is a good image to show the entire customer journey
...from a potential customer needing the answer to a question; whether it be which car should I buy? Or Where should I take my wife for dinner? Where your customer is still a stranger to your brand… through to, not just becoming a customer, but a product or service advocate. Now this is your after sales which a lot of us marketeers are guilty of leaving up to sales or customer service. However, as our role is to support sales and we all know it’s more cost effective to retain a customer than get a new one… this is a very valuable point in the customer journey which requires very little, but enough to help us do our jobs better.