USE THIS TEMPLATE
The editable template is available for free after signing up at Out of Dark. Out of Dark is not a whiteboard or diagramming tool, so adding and editing the touchpoints in the template takes seconds, not hours.
Activity map view
Detail view
The key for e-learning services when attracting new customers is to show them everything they can learn and convince them it will be fun. Nobody wants to waste time learning something only to eventually give it up, especially given the fact that many people have an aversion towards traditional learning they developed during their school years.
Sharing success stories of people who went from zero to hero is a good way to ensure potential customers they have what it takes to get to the desired level, too if they sign up. A free trial will remove some barriers of people who don’t like to pay for what they don’t know, but it has to be complemented by strong conversion-oriented activities that will turn them into regular subscribers.
There aren’t many industries where the customer’s trust is so important. If the customer doesn’t believe in everything you say and do, how can he believe you’ll be able to teach him what you’re promoting? Having all your customer interactions laid out in a customer journey map will empower you to closely monitor all of them.
Our Consulting & agencies customer journey template is divided into 4 phases based on the Awareness, Consideration, Purchase, Loyalty framework that addresses all 4 stages of customer engagement.
Here’s the template outline:
1. Awareness
To generate awareness, e-learning companies can utilize digital marketing, social media, and partnerships with educational influencers to highlight their diverse course offerings. Engaging content, such as short course previews, testimonials, and educational snippets, can attract the attention of potential students.
Social media
To increase brand visibility, we utilize social media, focusing on key metrics like reach, engagement, follower growth, and web traffic.
Webinars
To attract new prospects, we organize webinars, focusing on metrics such as attendance numbers, participant engagement, and post-event lead generation.
Blog
To establish brand authority and attract interest, we maintain a specialized blog, focusing on metrics like gained traffic and time spent on page.
2. Consideration
Transitioning to the “Consideration” phase involves providing informative content and guidance. This might include e-books, educational blogs, and performance marketing to showcase the value and quality of the courses.
E-books on social networks
To showcase our expertise and influence decision-making, we publish e-books on social media, focusing on metrics like engagement rates, share frequency, and the number of inquiries or leads generated.
Website
To engage and inform potential customers, we maintain our website, focusing on the number of conversions and overall website traffic as key metrics.
Performance marketing
To effectively target potential customers, we run PPC (Pay-Per-Click) campaigns, focusing on metrics like the number of clicks, conversion count, and cost per conversion.
3. Purchase
In the “Purchase” stage, the focus is on converting interest into action. E-learning companies might offer free trials, discounted course bundles, or limited-time access to specific modules to encourage potential learners to enroll.
Onboarding
To ensure effective user onboarding for our e-learning project, we monitor engagement metrics such as course completion rates, user feedback, and time spent on learning modules. This approach aims to enhance user experience and learning outcomes.
Free trial
Offering a free trial of select course content, we focus on signup conversion and engagement during the trial to encourage full enrollment.
Partnership programs
Implementing a partnership (affiliate) program, we track metrics such as affiliate-driven sales, click-through rates from affiliate links, and the growth of the affiliate network, aiming to expand market reach and increase sales through partnerships.
4. Loyalty
Post-course engagement is vital for e-learning companies. This includes follow-up emails, additional resources, and possibly alumni benefits or membership programs for continued learning. Regular newsletters with educational content, exclusive access to new materials, or incentives for further courses can help retain learners and build long-term relationships.
Reviews
To support customer loyalty, we focus on collecting reviews, emphasizing key metrics like the number of reviews and the average rating.
Email marketing
To nurture customer relationships, we engage in email marketing, focusing on metrics such as open rates, click-through rates, and the number of conversions generated.
Loyalty program
To strengthen customer retention, we implement a loyalty program, focusing on metrics like enrollment numbers, repeat purchase rates, and redemption of rewards.
