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Customer Journey

Gain insight into how a customer thinks and analyze target audiences to develop strategies that increase conversion rates and boost sales with SMB Disruptive Marketing.

Change how consumers interact with your brand and increase conversions at each stage of the journey with SMB Disruptive Marketing. The customer journey is the different phases a prospect goes through before becoming a loyal customer. Analyzing their mindset during this transformation can help you optimize your marketing efforts.

Traditional vs. Modern Customer Journey

Before the advent of the internet, ads were the immediate stimulus that attracted potential customers; then they contacted the business and entered into the sales process or just bought.  In simple terms, potential customers gathered information from advertisements, bought the product or service, and shared their experiences with friends and family.  Today the stimulus is the same but with the power of the internet, the consumer can see all the competitors and research their decision before ever talking to you.  This is great for us the consumer a huge challenge to a business trying to market the old way.

The reason is simple.  In the modern customer journey, seen in the graphic below, you could be very findable but as your customer continues through the buying journey and do business with your competition…all because you have a 4.3-star rating and they have a 4.5-star rating.  Don’t sell for your competition and don’t miss which stage of the customer’s journey is the most important.  We can help.


Keys to a Virtual Doorway


Digital & Physical Marketing

Engage potential customers with your brand’s CLEAR message.


Help your target audience find you. 


Focus on getting reviews. Listen to feedback and respond.  Do this systematically and authentically



Build relationships, initiate conversations, and answer questions.  Use video.


Clear call to actions and make sure it looks great on a smart phone.

Stages of the Customer Journey


Stage 1: Awareness

Kick off the customer journey with a strong promotional message and win them over right at the awareness stage.

Wondering how to do it?

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The answer is digital advertising!!

Intrigue potential customers and make them see why you are a cut above the rest with powerful digital advertising strategies and campaigns. After designing the message, select a platform where your target demographic is the most active.

Stage 2: Findability

After they hear about you, prospects will try to find you and the first place they’ll look is a search engine.

Is your information accurate online?

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88% of consumers will call or visit a local business within 24 hours after an online search. If your business information is not accurate, potential customers will lose trust in your brand, and you will miss out on sales. We make sure your business is active, accessible, and has accurate listings across all online directories and popular listing sites.

Stage 3: Reputation

Potential customers don’t approach the first business they find. They read reviews and evaluate your expertise in the industry before they decide if you are the right fit for them.

Prepared to make a great first impression?

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If your business doesn’t have an online presence, you are losing customers by the minute. Online conversation is a vital element in their purchasing decision. That’s why this stage is called the “zero moment of truth” by Google. Ensure that you play an active role in addressing customer concerns and acknowledging their reviews.

Stage 4: Conversion

This is the stage where all your efforts bear fruit. Potential customers will either purchase your product through e-commerce platforms or contact you through your website.

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Websites are the bridges that connect you to interested prospects. Build an adaptive, fast, and secure site to drive traffic, increase conversions, and boost sales. Integrate with e-commerce platforms to explore new markets and expand your reach.

Stage 5: Advocacy

The customer journey doesn’t end with just a purchase. Advocacy is the crucial stage where you can convert customer experience into your most powerful marketing tool.

Want to know how?

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Turn customers into influencers with exceptional customer service. Word of mouth can be your greatest asset when it comes to marketing, so get them talking about your brand. Request and showcase positive reviews across all your social media accounts and recommendation tabs on your website or use them as testimonials in your next campaign.

Key Elements in the Customer Journey



  • Social and Search Advertising
  • Emails and Text Marketing
  • Loyalty Programs
  • Youtube or Video Ads
  • Television and Billboard
  • Online Displays Advertising
  • Newspaper, Magazine, and Radio
  • Word of Mouth


  • Organic Search
  • PPC
  • Maps
  • Directories
  • Apps
  • Search Engines


  • Blogs and Articles
  • Reviews
  • Social Media
  • Friends and Family


  • Websites
  • Apps
  • Online Booking
  • Phone or In-store Purchase


  • Post-purchase: Expectation vs. Reality Posts
  • Social Posts
  • Reviews
  • Discussion with Friends and Family
  • Blog


Get in touch with us to find out how you can influence customers to choose your Business and inspire them to take action!


5 Concourse Pkwy. Ste. 3000

Atlanta, GA 30328


Hours of Operation

M-F: 9am - 5pm

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