Online Journey: Navigating Five Crucial Customer Online Habits


Understanding the online journey a customer embarks upon while interacting with a brand or is instrumental for businesses striving to create a robust online presence and foster strong customer engagement.  The customer’s online journey comprises five key stages: Awareness, Findability, Reputation, Conversion, and Advocacy.  Let’s explore how winning at each stage can significantly increase your customer acquisition performance.

Customer Online Journey

Five Crucial Stages of a customers online journey

1. Awareness Stage

At the Awareness stage, customers identify a need or problem and begin their journey by seeking information. Winning at this stage involves capturing their attention and offering valuable content that answers their initial questions. Engaging blog posts, informative videos, and attention-grabbing social media content, along with Paid online advertising will pique their interest. Increasing awareness can bring more potential customers to your business and kickstart engagement.

2. Findability Stage

Moving to the Findability stage, customers actively search for options that cater to their needs. Winning at this stage involves making your brand easily discoverable and accessible. This can be achieved through robust SEO (Search Engine Optimization) strategies, maintaining an active online presence across various platforms, and ensuring user-friendly website navigation. The easier it is for customers to find your brand, the more likely they are to engage with it.

3. Reputation Stage

During the Reputation stage, customers scrutinize the credibility and reliability of your brand or product. Winning at this stage means building trust and maintaining a positive image. Providing exceptional customer service, encouraging positive reviews, and promptly addressing any concerns or negative feedback can enhance reputation. A positive reputation instills confidence in potential customers, encouraging them to engage further.

4. Conversion Stage

The Conversion stage is where the actual purchase happens. Winning at this stage involves ensuring a smooth and seamless purchasing process. Clear information, easy navigation, and secure payment options are crucial. Discounts, free trials, or limited-time offers can prompt the customer to make that final purchase, solidifying their engagement with your brand.

5. Advocacy Stage

The journey continues into the Advocacy stage post-purchase, where satisfied customers become brand advocates enhancing your online reputation.   Winning at this stage means fostering a community and incentivizing customers to become brand ambassadors. Loyalty programs, referral incentives, and exceptional post-purchase service can turn customers into loyal advocates, further engaging with your brand and attracting new customers.


Understanding these five stages and aligning strategies accordingly is crucial for businesses aiming to provide a seamless and satisfying customer experience. Tailoring efforts to each stage helps in nurturing long-term relationships and building a loyal customer base.

Comprehensively understanding and excelling at the five stages of the online customer journey—Awareness, Findability, Reputation, Conversion, and Advocacy—plays a pivotal role in not only attracting customers but also in sustaining and growing a loyal customer base. Winning at each stage not only increases customer engagement but also fosters a positive and enduring relationship between your business and your customers.

At Rising Parrot, we have partnered with Marketing Industry experts dedicate to solving the ever-changing online landscape.  Please contact us, to see how we can work together and come up with a strategy that fits you unique needs and goals.

I started the Rising Parrot Agency to help local small to mid-sized business owners address the operational challenges associated with the ever-changing digital landscape. Email: Website:

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