Introduction

Forget funnels. Think of your customer journey like a series of rooms people walk into when they are ready-not when you want them to.

What's the problem it solves?

The old marketing funnel doesn't match how people really buy. This article introduces a new way to map the buyer's journey that fits how humans actually make decisions-based on their timing, emotions, and life events.

Quick Summary

Most people don’t go from step A to B to C when buying something. Instead, they come and go, get curious, get distracted, then maybe return later. Justyna Ciecierska says marketers should stop forcing people into funnels and start thinking in terms of “waiting rooms.” These are spaces people visit depending on where they are mentally, emotionally, and practically in their decision-making.

There are three main rooms:

1. Marketing Room -where people discover you but aren’t actively shopping. Here, you should build emotional trust and just be present.
2. Sales Room -where people are now interested in solving a problem. Here, you give them clear and helpful facts.
3. Customer Experience Room -where people have already bought. Here, you deliver great service, help them succeed, and turn them into fans who talk about you.

To figure out what your buyers truly care about, you use “empathy probing.” This is where your team roleplays as your customer and answers deep questions about what triggered their interest, how they felt, and what happened next. This helps you find emotional hooks, pain points, and the real features that matter most.

Key Takeaways from the Article

• Funnels are outdated. People don’t move in a straight line.
• Think of buyers as entering rooms, not moving down steps.
• Use the Marketing Room to create emotional connection early.
• Use the Sales Room to give facts when buyers are ready.
• Use the Customer Room to keep promises and turn buyers into fans.
• “Empathy probing” helps uncover what people truly want, feel, and care about.
• Ask questions like: What made you look for a solution? How did that feel?
• This method reveals emotional triggers, best features to highlight, and perfect timing.
• Instead of pushing people, show up when and where they already are.
• Great marketing fits into your customer’s life-not the other way around.

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