{"id":4300,"date":"2025-10-27T14:32:20","date_gmt":"2025-10-27T07:32:20","guid":{"rendered":"https:\/\/biteship.com\/blog\/?p=4300"},"modified":"2025-10-27T14:32:20","modified_gmt":"2025-10-27T07:32:20","slug":"customer-journey","status":"publish","type":"post","link":"https:\/\/biteship.com\/blog\/customer-journey\/","title":{"rendered":"Customer Journey: Pengertian, Tahapan dan Cara Mewujudkannya"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Seiring dengan semakin kompetitifnya persaingan bisnis <\/span><i><span style=\"font-weight: 400;\">online<\/span><\/i><span style=\"font-weight: 400;\">, <\/span><i><span style=\"font-weight: 400;\">customer journey<\/span><\/i><span style=\"font-weight: 400;\"> menjadi salah satu faktor penting yang memengaruhi perkembangan bisnis kedepannya. Istilah ini sendiri merujuk pada alur perjalanan pelanggan saat berinteraksi dengan suatu <\/span><i><span style=\"font-weight: 400;\">brand.<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">Dengan memahami <\/span><i><span style=\"font-weight: 400;\">customer journey<\/span><\/i><span style=\"font-weight: 400;\">, maka Anda akan bisa mengenali kebutuhan dan perilaku pelanggan, sehingga strategi pemasaran pun menjadi lebih relevan dan tepat sasaran. Ulasan kami kali ini akan bicara lebih banyak mengenai <\/span><span style=\"font-weight: 400;\">pengalaman pelanggan <\/span><i><span style=\"font-weight: 400;\">online<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><b>Key Takeaways<\/b><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Customer journey<\/span><\/i><span style=\"font-weight: 400;\"> adalah peta alur perjalanan pelanggan saat berinteraksi dengan suatu <\/span><i><span style=\"font-weight: 400;\">brand,<\/span><\/i><span style=\"font-weight: 400;\"> mulai dari mengenal <\/span><i><span style=\"font-weight: 400;\">brand,<\/span><\/i><span style=\"font-weight: 400;\"> mempertimbangkan untuk membeli, bertransaksi, hingga setelah pembelian.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Peta perjalanan pelanggan terbagi menjadi lima tahapan, yaitu <\/span><i><span style=\"font-weight: 400;\">awareness, consideration, purchase, retention<\/span><\/i><span style=\"font-weight: 400;\">, dan <\/span><i><span style=\"font-weight: 400;\">advocacy.<\/span><\/i><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><i><span style=\"font-weight: 400;\">Mapping customer journey<\/span><\/i> <span style=\"font-weight: 400;\">bisa Anda lakukan melalui tiga langkah praktis, yaitu menganalisis riwayat transaksi dan <\/span><i><span style=\"font-weight: 400;\">feedback<\/span><\/i><span style=\"font-weight: 400;\"> pelanggan, mengidentifikasi <\/span><i><span style=\"font-weight: 400;\">touchpoint<\/span><\/i><span style=\"font-weight: 400;\">, dan pengukuran kepuasan pelanggan.<\/span><\/li>\n<\/ul>\n<h2><span style=\"font-weight: 400;\">Apa itu <\/span><span style=\"font-weight: 400;\">Customer Journey<\/span><span style=\"font-weight: 400;\">?<\/span><\/h2>\n<p><i><span style=\"font-weight: 400;\">Customer journey<\/span><\/i><span style=\"font-weight: 400;\"> adalah peta perjalanan pelanggan saat berinteraksi dengan suatu <\/span><i><span style=\"font-weight: 400;\">brand<\/span><\/i><span style=\"font-weight: 400;\">, mulai dari saat mengenal <\/span><i><span style=\"font-weight: 400;\">brand<\/span><\/i><span style=\"font-weight: 400;\">, mempertimbangkan untuk membeli produk, hingga apa yang dilakukan setelah pembelian.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Dengan memahami perjalanan pelanggan, maka Anda bisa mengoptimalkan <\/span><i><span style=\"font-weight: 400;\">customer experience<\/span><\/i><span style=\"font-weight: 400;\"> mereka, membuat strategi <\/span><i><span style=\"font-weight: 400;\">marketing<\/span><\/i><span style=\"font-weight: 400;\"> yang relevan dan tepat sasaran, serta menciptakan banyak peluang <\/span><i><span style=\"font-weight: 400;\">repeat order<\/span><\/i><span style=\"font-weight: 400;\">.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Tahapan <\/span><span style=\"font-weight: 400;\">Customer Journey<\/span><span style=\"font-weight: 400;\"> dan Cara Optimasinya<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Berdasarkan definisinya, peta perjalanan pelanggan dimulai saat pertama kali berinteraksi dengan <\/span><i><span style=\"font-weight: 400;\">brand<\/span><\/i><span style=\"font-weight: 400;\">, lalu mempertimbangkan untuk membeli hingga hal yang dilakukan setelah pembelian. Dalam ilmu bisnis, perjalanan tersebut didefinisikan sebagai tahapan sebagai berikut.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">1. Awareness (Kesadaran)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Tahap <\/span><i><span style=\"font-weight: 400;\">awareness<\/span><\/i><span style=\"font-weight: 400;\"> merujuk pada momen saat pelanggan pertama kali mengenal <\/span><i><span style=\"font-weight: 400;\">brand<\/span><\/i><span style=\"font-weight: 400;\"> Anda melalui rekomendasi, iklan, atau media sosial. Pada tahapan ini, pesan dari <\/span><i><span style=\"font-weight: 400;\">campaign<\/span><\/i><span style=\"font-weight: 400;\"> harus bisa menarik perhatian pelanggan untuk berkunjung ke laman produk Anda.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">2. Consideration (Pertimbangan)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Di tahapan <\/span><i><span style=\"font-weight: 400;\">consideration<\/span><\/i><span style=\"font-weight: 400;\">, pelanggan sudah mengenal produk dari bisnis Anda dan mulai membandingkan harga dengan kompetitor hingga membaca ulasan terkait produk. Sehingga, alangkah baiknya jika Anda menyediakan konten edukatif terkait produk.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">3. Purchase (Pembelian)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Seperti namanya, tahapan ini memperlihatkan bahwa pelanggan sudah memutuskan untuk membeli produk Anda. Untuk mengoptimalkan peluang pembelian oleh pelanggan, Anda wajib menyediakan sistem <\/span><i><span style=\"font-weight: 400;\">checkout<\/span><\/i><span style=\"font-weight: 400;\"> yang cepat dan metode pembayaran yang bervariasi, agar mereka tidak meninggalkan halaman<\/span><i><span style=\"font-weight: 400;\"> checkout<\/span><\/i><span style=\"font-weight: 400;\">-nya.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">4. Retention (Retensi)<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Tahap <\/span><i><span style=\"font-weight: 400;\">retention<\/span><\/i><span style=\"font-weight: 400;\"> termasuk dalam bagian <\/span><i><span style=\"font-weight: 400;\">after sales<\/span><\/i><span style=\"font-weight: 400;\">, di mana pelanggan sudah menggunakan produk dan memiliki penilaian. Untuk mengoptimalkan kesempatan ini, Anda bisa membuat survei kepuasaan pelanggan terhadap produk dan program <\/span><i><span style=\"font-weight: 400;\">referral <\/span><\/i><span style=\"font-weight: 400;\">atau penawaran khusus.<\/span><\/p>\n<h3><span style=\"font-weight: 400;\">5. Advocacy (Mendukung\/Merekomendasikan)<\/span><\/h3>\n<p><i><span style=\"font-weight: 400;\">Advocacy<\/span><\/i><span style=\"font-weight: 400;\"> juga termasuk bagian dari <\/span><i><span style=\"font-weight: 400;\">after sales,<\/span><\/i><span style=\"font-weight: 400;\"> di mana pelanggan merasa puas dengan produk Anda. Pada tahap ini, pelanggan tidak hanya akan membeli kembali, tetapi juga merekomendasikan produk Anda. Untuk itu, berikan penawaran program <\/span><i><span style=\"font-weight: 400;\">referral<\/span><\/i><span style=\"font-weight: 400;\"> atau <\/span><i><span style=\"font-weight: 400;\">reward<\/span><\/i><span style=\"font-weight: 400;\"> tertentu jika pelanggan membuat konten ulasan.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Cara Membuat <\/span><span style=\"font-weight: 400;\">Customer Journey<\/span><span style=\"font-weight: 400;\"> Mapping<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Survei Sensum menemukan bahwa 42% pengguna <\/span><i><span style=\"font-weight: 400;\">e-commerce<\/span><\/i><span style=\"font-weight: 400;\"> sering beralih dari satu situs ke situs lainnya demi menemukan pengalaman <\/span><i><span style=\"font-weight: 400;\">browsing<\/span><\/i><span style=\"font-weight: 400;\"> produk yang lebih cepat dan layanan pelanggan yang lebih baik. Data ini adalah salah satu alasan mengapa <\/span><i><span style=\"font-weight: 400;\">mapping customer journey<\/span><\/i> <span style=\"font-weight: 400;\">penting untuk mendukung perkembangan bisnis.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Adapun cara membuat <\/span><i><span style=\"font-weight: 400;\">customer journey<\/span><\/i> <i><span style=\"font-weight: 400;\">mapping <\/span><\/i><span style=\"font-weight: 400;\">umumnya terbagi atas tiga langkah praktis sebagai berikut.<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Gunakan riwayat transaksi dan <\/b><b><i>feedback<\/i><\/b><b> pelanggan<\/b><span style=\"font-weight: 400;\">: Lakukan analisis terhadap ulasan, survei, dan riwayat pembelian pelanggan untuk memahami kebiasaan pelanggan.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Identifikasi <\/b><b><i>touchpoint<\/i><\/b><span style=\"font-weight: 400;\">: Analisis <\/span><i><span style=\"font-weight: 400;\">touchpoint <\/span><\/i><span style=\"font-weight: 400;\">dalam perjalanan pelanggan, mulai dari aplikasi, <\/span><i><span style=\"font-weight: 400;\">website<\/span><\/i><span style=\"font-weight: 400;\">, hingga media sosial, demi memastikan setiap alur bisa pelanggan pahami dengan mudah.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Pengukuran kepuasan pelanggan di setiap tahap <\/b><b><i>customer journey<\/i><\/b><span style=\"font-weight: 400;\">: Gunakan indikator seperti <\/span><i><span style=\"font-weight: 400;\">rating<\/span><\/i><span style=\"font-weight: 400;\"> layanan\/produk atau NPS (<\/span><i><span style=\"font-weight: 400;\">Net Promoter Score<\/span><\/i><span style=\"font-weight: 400;\">) untuk mengetahui tingkat kepuasan pelanggan.<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Untuk lebih mematangkan pemahaman Anda tentang peta perjalanan pelanggan, bayangkan Anda memiliki bisnis <\/span><i><span style=\"font-weight: 400;\">e-commerce<\/span><\/i><span style=\"font-weight: 400;\"> yang menjual produk <\/span><i><span style=\"font-weight: 400;\">skincare.<\/span><\/i><span style=\"font-weight: 400;\"> Nah, versi sederhana dari peta perjalanan pelanggan bisnis Anda adalah sebagai berikut.<\/span><\/p>\n<table>\n<thead>\n<tr>\n<th><b>Tahapan<\/b><\/th>\n<th><b><i>Touchpoint<\/i><\/b><\/th>\n<th><b>Pikiran\/Kebutuhan Pelanggan<\/b><\/th>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td><i><span style=\"font-weight: 400;\">Awareness<\/span><\/i><\/td>\n<td><span style=\"font-weight: 400;\">Iklan di media sosial, <\/span><i><span style=\"font-weight: 400;\">Search Engine Marketing<\/span><\/i><span style=\"font-weight: 400;\"> (SEM), artikel <\/span><i><span style=\"font-weight: 400;\">blog<\/span><\/i><span style=\"font-weight: 400;\">, dan <\/span><i><span style=\"font-weight: 400;\">share<\/span><\/i><span style=\"font-weight: 400;\"> media sosial<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Kebutuhan produk <\/span><i><span style=\"font-weight: 400;\">skincare<\/span><\/i><span style=\"font-weight: 400;\"> berkualitas<\/span><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400;\">Consideration<\/span><\/i><\/td>\n<td><span style=\"font-weight: 400;\">Halaman produk, konten edukatif terkait produk, dan informasi <\/span><i><span style=\"font-weight: 400;\">brand<\/span><\/i><\/td>\n<td><span style=\"font-weight: 400;\">Informasi detail terkait produk<\/span><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400;\">Purchase<\/span><\/i><\/td>\n<td><span style=\"font-weight: 400;\">Proses <\/span><i><span style=\"font-weight: 400;\">checkout<\/span><\/i><span style=\"font-weight: 400;\"> dan ketersediaan metode pembayaran<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Harga kompetitif dan proses transaksi yang cepat dan aman<\/span><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400;\">Retention<\/span><\/i><\/td>\n<td><i><span style=\"font-weight: 400;\">Email<\/span><\/i><span style=\"font-weight: 400;\"> setelah pembelian, survei, program loyalitas, dan diskon khusus<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Sudah memiliki penilaian atas produk (bisa suka atau tidak)<\/span><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400;\">Advocacy<\/span><\/i><\/td>\n<td><span style=\"font-weight: 400;\">Program <\/span><i><span style=\"font-weight: 400;\">referral<\/span><\/i><span style=\"font-weight: 400;\">, ulasan, dan konten dari pengguna<\/span><\/td>\n<td><span style=\"font-weight: 400;\">Mendukung dan merekomendasikan produk<\/span><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h2><span style=\"font-weight: 400;\">Layanan Shipping dan Fulfillment Terbaik untuk <\/span><span style=\"font-weight: 400;\">Customer Journey<\/span><span style=\"font-weight: 400;\"> Optimal<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Dari semua tahap dan <\/span><i><span style=\"font-weight: 400;\">touchpoint<\/span><\/i><span style=\"font-weight: 400;\"> yang ada, proses pengiriman adalah momen krusial yang langsung dirasakan pelanggan. Mereka menilai bukan hanya kualitas produk, tetapi juga kejelasan ongkir, ketepatan waktu, dan kemudahan pelacakan.<\/span><\/p>\n<p><a href=\"https:\/\/biteship.com\/id\"><span style=\"font-weight: 400;\">Biteship<\/span><\/a><span style=\"font-weight: 400;\"> mendukung pengiriman yang reliabel melalui dua sisi sekaligus: <\/span><b>shipping <\/b><span style=\"font-weight: 400;\">dan <\/span><b>fulfillment.<\/b><\/p>\n<ul>\n<li aria-level=\"1\"><b>Shipping<\/b><span style=\"font-weight: 400;\">. Sebagai <\/span><a href=\"https:\/\/biteship.com\/id\/produk\/shipping\"><span style=\"font-weight: 400;\">agregator pengiriman<\/span><\/a><span style=\"font-weight: 400;\">, Biteship memungkinkan toko online mengelola proses kirim langsung dari website: ongkir ditampilkan secara <\/span><i><span style=\"font-weight: 400;\">real-time <\/span><\/i><span style=\"font-weight: 400;\">sesuai tujuan, label\/resi pengiriman terbit otomatis, dan layanan kurir dipilih berdasarkan estimasi waktu serta kebutuhan pelanggan. Pelanggan juga mendapatkan tautan pelacakan sehingga bisa mengikuti pergerakan paket dari toko hingga tiba di alamat.<\/span><\/li>\n<\/ul>\n<ul>\n<li aria-level=\"1\"><b>Fulfillment<\/b><b><i>. <\/i><\/b><span style=\"font-weight: 400;\">\u00a0<\/span><a href=\"https:\/\/biteship.com\/id\/produk\/fulfillment\"><span style=\"font-weight: 400;\">Di sisi pemenuhan pesanan<\/span><\/a><span style=\"font-weight: 400;\">, layanan <\/span><i><span style=\"font-weight: 400;\">fulfillment <\/span><\/i><span style=\"font-weight: 400;\">dan <\/span><i><span style=\"font-weight: 400;\">Warehouse Management System<\/span><\/i><span style=\"font-weight: 400;\"> (WMS) Biteship menjaga inventaris tetap tertata dan pesanan diproses dengan standar <\/span><i><span style=\"font-weight: 400;\">picking-QC-packing<\/span><\/i><span style=\"font-weight: 400;\"> yang konsisten. Pesanan dari berbagai kanal masuk ke satu sistem, disiapkan sesuai SOP, lalu diserahkan ke kurir yang tepat agar waktu pemenuhan order tetap terjaga. Pendekatan ini membantu menurunkan risiko salah kirim atau <\/span><i><span style=\"font-weight: 400;\">stockout <\/span><\/i><span style=\"font-weight: 400;\">dan membuat pengalaman purna jual lebih mulus ketika volume pesanan meningkat.<\/span><\/li>\n<\/ul>\n<p><b><\/b><span style=\"font-weight: 400;\">Dengan alur yang terintegrasi\u2013dari perhitungan ongkir dan pilihan kurir, hingga penyimpanan stok dan pemrosesan pesanan\u2013<\/span><i><span style=\"font-weight: 400;\">brand<\/span><\/i><span style=\"font-weight: 400;\"> Anda dapat menjaga ekspektasi pelanggan di setiap tahap <\/span><i><span style=\"font-weight: 400;\">customer journey<\/span><\/i><span style=\"font-weight: 400;\">. Tentu saja hal ini dapat dilakukan tanpa perlu mengubah <\/span><span style=\"font-weight: 400;\">pengalaman pelanggan <\/span><i><span style=\"font-weight: 400;\">online<\/span><\/i> <span style=\"font-weight: 400;\">Anda dalam berbelanja. Untuk kebutuhan pengiriman harian, <\/span><a href=\"https:\/\/biteship.com\/id\/hubungi-sales?utm_source=landing_page&amp;utm_medium=blog&amp;utm_campaign=artikel&amp;utm_content=fulfillment\"><span style=\"font-weight: 400;\">konsultasikan integrasi pengiriman dan kebutuhan <\/span><i><span style=\"font-weight: 400;\">fulfillment <\/span><\/i><span style=\"font-weight: 400;\">Anda bersama Biteship<\/span><\/a><span style=\"font-weight: 400;\">. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Seiring dengan semakin kompetitifnya persaingan bisnis online, customer journey menjadi salah satu faktor penting yang memengaruhi perkembangan bisnis kedepannya. Istilah ini sendiri merujuk pada alur perjalanan pelanggan saat berinteraksi dengan suatu brand. Dengan memahami customer journey, maka Anda akan bisa mengenali kebutuhan dan perilaku pelanggan, sehingga strategi pemasaran pun menjadi lebih relevan dan tepat sasaran. [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":4301,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[],"class_list":{"0":"post-4300","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-bisnis"},"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v21.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Customer Journey: Pengertian, Tahapan dan Cara Mewujudkannya - Biteship<\/title>\n<meta name=\"robots\" content=\"index, follow\" \/>\n<link rel=\"canonical\" href=\"https:\/\/biteship.com\/blog\/customer-journey\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Journey: Pengertian, Tahapan dan Cara Mewujudkannya - Biteship\" \/>\n<meta property=\"og:description\" content=\"Seiring dengan semakin kompetitifnya persaingan bisnis online, customer journey menjadi salah satu faktor penting yang memengaruhi perkembangan bisnis kedepannya. Istilah ini sendiri merujuk pada alur perjalanan pelanggan saat berinteraksi dengan suatu brand. Dengan memahami customer journey, maka Anda akan bisa mengenali kebutuhan dan perilaku pelanggan, sehingga strategi pemasaran pun menjadi lebih relevan dan tepat sasaran. 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