Successful businesses follow a path, a clear process that turns strangers into loyal fans. This is the Customer Value Journey. Ryan Deiss of DigitalMarketer created the framework to help you earn trust, build connections, and grow your customer lifetime value.
The journey has 8 stages, with examples and tips for each.
Stage 1: Awareness, Make a Strong First Impression
People can’t buy from you if they don’t know you exist. Awareness is the first step, when someone discovers your brand through ads, blogs, social posts, or a friend.
How to Do It:
- Run Google and social ads to reach the right people
- Use SEO to show up in search results
- Publish blog posts that answer common questions
Stage 2: Engage, Build Interest and Trust
Once they know who you are, build a connection. Share helpful content that shows you care and know your stuff.
How to Do It:
- Post on social media to spark conversation
- Share blogs, videos, or podcasts with real value
- Reply to comments and DMs to stay active and helpful
Stage 3: Subscribe, Get Their Contact Info
Now they’re curious, but not ready to buy. Offer something valuable in exchange for their email so you can keep in touch.
How to Do It:
- Offer a freebie like a checklist or guide
- Use pop-ups or forms on your site
- Try exit pop-ups to capture last-minute visitors
Stage 4: Convert, Ask for a Small Step
This is when someone takes a small action, like signing up for a trial or buying a sample. It’s not the big sale yet, but it moves them closer.
How to Do It:
- Offer trials or sample kits
- Use small discounts to reduce hesitation
- Run retargeting ads to bring people back
Stage 5: Excite, Deliver a WOW Moment
Now that they’ve tried your product or service, give them a reason to smile. Make it personal and memorable.
How to Do It:
- Send personalized follow-up emails
- Add helpful tips, how-to guides, or surprise bonuses
- Make their first experience amazing
Stage 6: Ascend, Encourage the Next Purchase
They’re excited, so help them go further. Offer a full-size product, bundle, or subscription that fits their needs.
How to Do It:
- Offer upsells and bundles
- Suggest products based on what they bought
- Keep checkout smooth and easy
Stage 7: Advocate, Let Them Share Their Love
Happy customers talk. Give them a chance to leave reviews and post about your brand.
How to Do It:
- Ask for reviews and feedback
- Repost customer photos and stories
- Send thank-you gifts or coupons
Stage 8: Promote, Turn Fans Into Ambassadors
Now they’re more than customers. They’re marketers who tell friends, post online, and join your referral program.
How to Do It:
- Set up a referral program with rewards
- Invite influencers or loyal fans to join an affiliate program
- Build a VIP community for your best customers
Final Thoughts: Why the Customer Value Journey Matters
Guiding people through this journey builds lasting relationships. Every step earns trust and loyalty.
Next Steps:
- Find out which stages you’re already doing well
- Spot the gaps where people drop off
- Start improving your journey one step at a time
With this roadmap, you’ll attract the right audience, earn their trust, and turn them into repeat buyers and brand ambassadors.
The Snow Media
We help brands grow through paid media, conversion optimization, and AI-powered marketing strategies.
