Staff at Benamor Galvez
Then something predictable happens: the campaign ends, the team moves on, and the “customer experience” becomes a separate universe handled by different people, with different goals, and different dashboards.
That gap is expensive.
A customer journey map fixes it—when it’s built like an operating system, not a pretty slide.
What you’re about to read is the exact customer journey framework we use at Benamor Galvez to align messaging, content, sales enablement, delivery, and retention into one coherent path. You can steal it, adapt it, and use it to pressure-test your own marketing and customer experience—whether you’re B2B, B2C, ecommerce, services, or a hybrid.
A solid journey map is not a funnel diagram with nicer labels.
It is a decision-making tool that helps you:
In short: it turns customer behavior into a roadmap your brand can execute.
Most journeys stop at purchase. That’s where the real leverage begins.
Here’s our 6-stage model:
Stages 4–6 are where most brands lose margin or miss growth. We treat them as first-class marketing stages because they are.
Below is the full framework—mindset, goals, tactics, and KPIs—stage by stage.
The customer discovers you for the first time and senses that you can get them from pain to gain.
“I need an agency that understands both our brand and our business goals.”
Build awareness among B2B and B2C brand leaders, especially CMOs.
Key KPIs (what to measure)
Discovery is not about telling your whole story. It’s about making one promise feel credible enough to earn the next step.
If your Discovery content tries to explain everything, it usually explains nothing.
Now they’re evaluating you. They’re asking: can you deliver on their transformation?
“Can Benamor Galvez actually deliver measurable results for our brand?”
Demonstrate:
Consideration is a trust-building stage, not a persuasion stage.
The customer is looking for signals like:
If your content doesn’t reduce perceived risk, it won’t convert.
They’re ready to make a commitment. This is where hesitation is expensive—because it’s rarely about price. It’s about uncertainty.
“Is this the right agency to trust with our budget and KPIs?”
Convert interest into:
The customer isn’t just buying the deliverable.
They’re buying:
If you can’t “sell the working relationship,” you’ll lose to someone who can.
This is the most emotionally loaded stage. The customer is in a heightened state of anticipation and is judging whether you live up to expectations.
“How will they deliver and communicate performance?”
Deliver:
If the customer’s first 30–60 days feel confusing, slow, or inconsistent, you will spend the next 6 months trying to “win back trust” you should never have lost.
Experience is where churn is prevented—or created.
They’ve seen enough success to want more. This is where relationships become accounts.
“This team gets it—let’s expand the relationship.”
Build long-term partnerships and increase client value.
Loyalty is rarely earned through “checking in.”
It’s earned through:
This is advocacy—public, credible, reputation-building advocacy.
“Benamor Galvez is our secret weapon—they’ve earned a shout-out.”
Inspire advocacy and elevate brand reputation.
Advocacy is not a “nice-to-have.” It is a distribution channel.
If you systematize advocacy, you reduce CAC, increase close rates, and build brand credibility faster than paid media alone can.
Want to apply this framework to your own brand?
Download the same worksheet we use at BNMR GLVZ to map your full customer journey from click to fan.
Creative Director at Benamor Galvez
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