Customer Journey Exit Points

During your customer’s journey with your brand, a number of exit points will present themselves. Customer journey exit points are those moments in that lifecycle where they may go away – and perhaps never come back. For obvious reasons, this scenario is not great, but as long as you know where those exit points are and put measures in place to mitigate them, you stand a great chance of keeping them engaged on their journey with you.

Customer journey exit points clever use of automation will help you recover from include:

• Browse abandon – when someone looks and then exits the site without further action
• Cart abandon  – when the customer adds items to the cart and then leaves without progressing to purchase
• Checkout abandon – when they’ve started filling out personal details for purchasing – and then leave without completing 
• Post-purchase – they’ve bought something, but that shouldn’t be the end of their journey with you. Entice them back!
• Lapsed customers – when they haven’t visited your site or purchased for a period of time.

Managing exit points is all about managing the customer’s journey. make it memorable, build loyalty by letting them know you notice their habits, and you value them enough to want to carry on the journey with them.