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STUDY GUIDE
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» Interest
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The modern marketing funnel recognizes that the customer journey doesn't end with the sale.
While you may incorporate more or less phases to the funnel based on your business model, this is a good
model to use as a starting point:
» While historically customers whittled down your choices during the "Evaluation" stage, today they
often introduce new choices at this moment, thanks to digital channels and tactics like search and
retargeted ads.
» The post-purchase experience has historically been less of a focus for marketers (remember how St.
Elmo’s funnel ended with the sale?). but it’s more and more critical today due to social media and
reviews.
» Loyalty is not a given once someone likes your product. You have to continuously engage, entice, and
bond with them in what is known as the "loyalty loop".
Image: McKinsey
While the Customer Decision Journey is essential for understanding the customer mindset and activities
as they solve their needs, the funnel still plays a critical role in any modern marketer's work. Marketers use
the funnel to articulate their marketing objectives and track customers' progress through the funnel.
You will hear these models referenced time and time again as you continue your digital marketing journey.
They serve as an invaluable shared understanding for marketing teams, agencies, and other business
parties to: