THE TRADITIONAL CUSTOMER JOURNEY
SEPTEMBER 29, 2023
Prepared by:
Joseph Lawrence Padillo
Dyane Jhen Wagas
Presented to:
Mr. Wouter De Jong
Customer Journey of People Before Bilibenta
Buyers looking for fresh produce followed a traditional journey. It began with
recognizing their need for farm-fresh goods, often through word-of-mouth or
local market visits.
They gathered information through friends, family, or direct farmer contact,
assessing trustworthiness and reputation. Purchases were made with cash after
negotiating product details.
Post-purchase, buyers inspected products, evaluated satisfaction, and provided
feedback. Sure, they sometimes bought on platforms like Facebook Marketplace
or Shopee/Lazada, but it wasn't fully catered to their needs.
Repeat purchases depended on satisfaction and loyalty building. Bilibenta aims to
transform this journey by providing a digital platform for more efficient
farmer-buyer connections and transactions.
1
Pre-Bilibenta Buyer Side Customer Journey
1. Identify Sourcing Needs
● Recognition: Business recognizes the need for fresh, local farm products as
ingredients for their offerings.
● Planning: They plan menu updates or production schedules requiring
specific ingredients.
2. Supplier Research
● Market Research: Businesses conduct market research to identify local
farm suppliers or distributors.
● Online Search: They search for potential suppliers online, including
websites, directories, and social media.
3. Supplier Evaluation
● Contact Suppliers: Businesses reach out to potential suppliers to inquire
about product availability, pricing, and terms.
● Quality Assessment: They assess the quality, freshness, and consistency of
products through samples or site visits.
4. Negotiation and Agreement
● Price Negotiation: Negotiations take place to agree on pricing, quantities,
and delivery terms.
2
● Contract: A formal contract or agreement is signed outlining terms and
conditions.
5. Placing Orders
● Order Submission: Businesses place orders based on agreed-upon terms
and product specifications.
● Inventory Management: They manage inventory levels and storage to
accommodate incoming farm products.
6. Product Receipt and Inspection
● Delivery: Upon delivery, businesses inspect the products to ensure they
meet quality standards and match the order.
7. Payment Processing
● Invoice Verification: Invoices are verified against the received products.
● Payment: Payment is made based on agreed-upon payment terms, such
as net 30 days.
8. Product Utilization
● Incorporation: Farm products are incorporated into the business's
operations, including cooking, processing, or menu planning.
9. Customer Satisfaction
● Quality Control: The quality and freshness of farm products are monitored
to maintain consistent quality for customers.
● Customer Feedback: Businesses gather feedback from customers
regarding the quality and taste of dishes or products.
10. Repeat Purchases
● Reordering: Satisfied businesses continue to reorder from reliable farm
suppliers.
● Long-term Relationships: Building long-term relationships with trusted
suppliers for ongoing sourcing needs.
3
Pre-Bilibenta Seller Side Customer Journey
1. Farming and Production
● Farm Operations: Sellers engage in agricultural activities to cultivate and
produce local farm products, such as vegetables, fruits, or livestock, based
on market demand and seasonal availability.
● Quality Assurance: Sellers maintain quality standards for their products,
ensuring they meet industry and regulatory requirements.
2. Product Harvest and Collection
● Harvesting: When the farm products are ready for harvest, sellers gather
and prepare them for market distribution.
● Sorting and Grading: Products are sorted, graded, and packaged to meet
quality specifications.
3. Identification of Wholesale Buyers
● Market Research: Sellers identify potential wholesale buyers within their
target industries, such as hotels, restaurants, or food processors.
● Contact Establishment: Sellers initiate contact with prospective buyers
through referrals, industry networks, or direct outreach.
4. Negotiation and Price Agreement
● Initial Contact: Sellers engage in negotiations with prospective wholesale
buyers to discuss product availability, pricing, and terms.
4
● Price Negotiation: Price and payment terms are negotiated to reach a
mutually agreeable agreement.
5. Sales and Order Placement
● Order Inquiries: Wholesale buyers place orders for specific quantities of
farm products based on their requirements.
● Order Confirmation: Sellers confirm orders and establish delivery or pickup
schedules.
6. Product Preparation and Packaging
● Bulk Packaging: Sellers prepare products in bulk quantities, adhering to
packaging and labeling requirements set by buyers.
● Quality Control: Quality checks are performed to ensure products meet
agreed-upon quality standards.
7. Delivery and Distribution
● Logistics Planning: Sellers coordinate the logistics of delivering products
to buyers' locations or arranging for pickup.
● Timely Delivery: Sellers ensure that products are delivered within
agreed-upon timelines to maintain business relationships.
8. Quality Assurance and Inspection
● Product Inspection: Wholesale buyers may conduct inspections upon
product receipt to verify quality and quantity.
● Resolution of Issues: Sellers address any issues related to product quality
or discrepancies.
9. Payment and Invoicing
● Invoicing: Sellers issue invoices to wholesale buyers based on the
agreed-upon terms.
● Payment Receipt: Sellers receive payments from buyers, usually within the
agreed-upon payment schedule.
10. Client Relationship Management
● Communication: Sellers maintain open and responsive communication
with wholesale buyers to address inquiries or concerns.
● Repeat Business: Sellers aim to build long-term relationships with buyers
to secure repeat orders.
