What are the initial steps in the customer journey?

The initial steps in the customer journey are focused on building a relationship and understanding the customer's needs. "Explore" refers to the phase where customers seek information about products and services, helping them comprehend what options are available and how these options could meet their needs. This stage is crucial as it lays the foundation for the customer’s understanding and interest in a service or product.

Following the exploration phase, "Onboard" signifies the transition from interest to engagement. During onboarding, customers are introduced to the service or product, often involving support and resources to help them get started effectively. This ensures that customers feel welcomed and equipped to use what has been offered.

These two steps are essential as they set the stage for a positive customer experience and the development of a deeper relationship, which is vital for successful value co-creation and ongoing engagement. By focusing initially on these steps, organizations can enhance customer satisfaction and loyalty, ultimately contributing to business success.