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The Roadmap to Success: Mapping the Online Customer Journey

The Roadmap to Success: Mapping the Online Customer Journey

Have your sales dipped or never gotten off the ground? One area that can make or break your business is understanding and reacting to your customers’ online journeys.

A customer’s online journey typically involves several stages, each of which presents opportunities for businesses to engage and interact with the customer. Here are the main stages of a typical customer’s online journey:

  1. Awareness: At this stage, the customer becomes aware of your brand, products, or services. Their awareness can happen through various channels, such as social media, search engines, or online advertising.
  2. Consideration: Once the customer is aware of your brand, they may consider your products or services as a potential solution to their needs. During this stage, they may research and compare different options, read reviews, and seek recommendations from friends or online communities.
  3. Decision: In the decision stage, the customer decides to make a purchase or take some other action, such as signing up for a service or subscribing to a newsletter. At this stage, businesses need to provide a seamless and easy checkout process and offer incentives or promotions to encourage the customer to complete the purchase.
  4. Post-Purchase: After the customer has made a purchase, it’s essential to follow up with them to ensure their satisfaction and address any issues or concerns they may have. You can do this through email, social media, or other communication channels.
  5. Loyalty: Finally, businesses should focus on building customer loyalty by providing excellent customer service, personalized experiences, and ongoing engagement. This can lead to repeat purchases, positive reviews, and word-of-mouth recommendations, which can help attract new customers and grow the business.


Overall, a customer’s online journey is a complex process that requires businesses to be proactive, responsive, and customer-focused. By understanding each stage of the journey and tailoring their strategies accordingly, businesses can create a positive and memorable customer experience and build long-term relationships with them.

Looking for help with your marketing? Let our experienced team manage all of your online marketing and direct mail initiatives, allowing you to focus your efforts on running and growing your business. Schedule a consultation with us today!

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The Client
Meat Asia BBQ is a growing and developing Brooklyn-based food company specializing in Asian skewers and so much more. They want to build brand awareness and pivot social media content to reflect a more Asian, modern, pop and graffiti style.
The Challenge
Meat Asia is event-based and does not currently have a website. They want to pivot their content to a more eye-catching and graphic style. Overall, the challenge is to create great content that will connect with people and gets them to order their food and attend their events without external information, like a website.
The Solution

We’ve focused on developing the style of the images with a mix of Asian and New York flair. It has included adding their logo to very dynamic art and photography, making memes with manga, and editing “urban” photography with their branding. It’s all about being fun and creative.

The Result
  • Overall, we increased their following by 14% in 21 days
  • On Facebook, we increased their following by 20% in 21 days
  • On Instagram, we increased their following by 14% in 21 days
  • On Instagram, we increased total engagement by nearly 80% in 21 days
The Testimonial

Our Sales Team received a voicemail complimenting their Social Media Specialist on how happy they are with how services are going so far. They reiterated this sentiment with “OMG, you nailed it!” on recent feedback on new content.

The Client
Hail Shelter Car Covers are the only covers on the market today that truly protect against hailstorms. Many claim to protect against hail, but they just fall short. Until now, the idea of a versatile car cover that protects against hail did not exist. Their covers are engineered with unmatched Multi-Layer designs consisting of three patented, industry-leading, protective materials. The High Impact Absorption Materials are engineered to protect your investment from Hard Impact. They tested well up to Pool Ball (2″) Size Hail.
The Challenge

There is a large market for car covers of all kinds, but our duty was to help this company differentiate itself against competitors. Additionally, they don’t have a physical store – meaning we needed to convince those to purchase something without ever feeling it or seeing it with their own eyes.

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The Solution
We’ve focused our social strategy on making known what makes this car cover so great compared to others. We’ve mixed social mediums – graphics, videos, and a contest. We wanted to highlight the emotion between a person and their vehicle and why it’s important to offer their car protection.
The Result
  • Sales have increased, resulting in this company needing a larger manufacturing facility.
  • Instagram & Facebook reach and profile visits have down exponentially from the start.
The Testimonial

“We have been working with ProPhase marketing for almost a year now. We tried to manage all our social media in-house, but it took too much time and was not as efficient. We needed professional help, so I did a lot of research and decided on ProPhase marketing because of their flexible plans. I was immediately impressed with their quality of their product and service. They are extremely professional, courteous, and very knowledgeable in their field. We get many compliments on our posts. The feedback is that the posts are professional, simple so as not to confuse, and consistent. I work closely with my account manager, Paige, and she is awesome! I could not be happier with ProPhase marketing. I’m so happy we found them!”