Map the customer journey and required beliefs

Before anyone buys from you, they need to believe a series of assumptions are true. The problem exists. A solution works. You're the right choice. The price is justified. Implementation is feasible.

These beliefs don't appear all at once. People move through stages, adding beliefs as they go. Someone who doesn't know they have a problem (unaware) needs completely different messaging than someone comparing you to a competitor (most aware).

The traditional approach treats awareness as a single funnel. Everyone enters at the top, moves through the middle, exits at the bottom. But in reality, people enter at different stages and move at different speeds.

Your job is to map the exact beliefs required at each stage, so you can build campaigns that move people forward. This chapter shows you how to document the belief journey from unaware to ready-to-buy, using the five stages of awareness framework.

The framework comes from Eugene Schwartz's breakthrough advertising and was refined by Billy Broas in Simple Marketing for Smart People. There are five stages people move through:

Unaware: They don't know the problem exists. A company doesn't realise their employees are their biggest security risk. They haven't thought about it at all. Your job here is problem education, not product marketing.

Problem aware: They recognise the problem but haven't committed to a solution approach. The company knows employees click phishing emails but isn't sure whether training, technology, or policy changes are the answer. They're exploring options.

Solution aware: They've committed to a solution type and are comparing vendors. The company has decided security awareness training is the answer. Now they're looking at different training platforms.

Product aware: They're considering you specifically and comparing against alternatives. They've narrowed to 2-3 vendors including you. They need proof you're the right choice.

Most aware: They're ready to buy and just need a final push. Pricing confirmed, implementation timeline agreed, they're at the decision point.

At each stage, the beliefs required are different. Unaware needs to believe the problem exists. Problem aware needs to believe a solution works. Solution aware needs to believe you're better than alternatives. Product aware needs to believe implementation will succeed. Most aware needs to believe now is the right time.

Map your customer journey to these five stages. Where do most people enter? Where do they get stuck?

Start with the problem assumption. What must someone believe about their situation to even care about what you're selling?

For cybersecurity training, the core problem belief is "our employees are our biggest security risk." Without that belief, nothing else matters. But within problem awareness, there are nuances. Some believe the risk is about compliance (we'll fail audits). Others believe it's about breaches (we'll get hacked). Others believe it's about culture (our security posture is weak). These are different problem beliefs that create splits later.

Next, document solution-level assumptions. What must they believe about the solution approach? For security training, someone might believe: "Awareness training reduces breach risk." But others might believe "technology controls are more effective than training" or "policy enforcement matters more than education." If they don't believe training works at all, they won't consider you regardless of how good your product is.

Then list product-level assumptions. Why must they believe you're the right choice? What makes your approach different? For a gamified training platform: "Engaging training changes behaviour better than compliance-only training" or "Quick setup matters more than customisation options" or "Measuring behaviour change is more important than completion rates." These are product beliefs that separate you from competitors.

Finally, add purchase decision assumptions. Price justification: "This investment pays for itself in 6 months." Implementation feasibility: "We can roll this out without IT overhead." Timing: "We need this before the next compliance audit" versus "We can wait until next quarter."

Each assumption is a belief gap that messaging needs to close. Document all of them. You'll use this list in the next chapter to identify where people split into different segments.

Here's the critical insight: two people at the same awareness stage can hold different beliefs, and that creates segments.

Consider two companies both at the solution-aware stage (they've decided security training is the answer and are comparing vendors). Company A believes training works but doubts online training is as effective as in-person. Company B believes online training works but doubts ROI can be proven to get budget approval.

They're both solution-aware. They're both comparing training vendors. But they doubt different things. Company A needs proof that online training changes behaviour. Company B needs proof that training delivers measurable ROI. If you send them the same message, you'll convince one and lose the other.

This is why demographics fail. Two CTOs of 500-person companies in financial services can be at completely different awareness stages with completely different beliefs. Job title and company size tell you nothing about what they doubt.

The splits happen at belief level, not demographic level. In the next chapters, you'll learn how to identify these splits and create segments around them. For now, just understand that awareness stage tells you how far along the journey someone is, but belief gaps tell you what they're stuck on.

Don't use a generic funnel. Map beliefs to your specific customer journey.

Start with a real customer who bought from you. Walk through their journey: how did they first hear about the problem, what convinced them a solution was needed, why did they choose your approach, what almost stopped them, what finally pushed them to buy?

Interview 6 customers using the customer research playbook. Ask: "What almost stopped you from buying?" The answers reveal belief gaps. "We weren't sure online training would actually change behaviour" = solution-level doubt. "We needed proof this would pass compliance audits" = product-level doubt. "We weren't sure we could afford it" = purchase-level doubt.

Document these as assumptions required at each stage. Your belief map should reflect real customer patterns, not a theoretical framework. Different industries and products have different belief journeys. B2B software has longer journeys with more stakeholders (more beliefs to close). Consumer products have shorter journeys with simpler beliefs. Map yours specifically.

By the end of this chapter, you should have a clear list of beliefs required at each awareness stage, drawn from real customer interviews. That list becomes the foundation for identifying splits in the next chapter.

Understanding the belief journey is the foundation of effective demand generation. When you know what people need to believe at each stage, you stop writing generic messages that resonate with no one.

The five stages of awareness (unaware, problem aware, solution aware, product aware, most aware) give you a framework for mapping this journey. But the real power comes from documenting the exact assumptions your customers need to hold, stage by stage, based on interviews with real buyers.

In the next chapter, you'll learn how to identify where customers split into different segments based on which beliefs they hold versus which they doubt. Those splits become your targeting strategy.