Boost your Customer Journey: Top Tips
73% of buyers state customer experience as an important factor in purchasing decisions.
Customer Journey, touch points, customer experience – whatever you want to call it. It’s important.
It is the steps that your customer goes through in order to do business with you.
Many businesses end up with a default customer journey.
They start out in business, they get a client, it works, they do the same thing again.
Many small businesses don’t set their journey prior to trading. Businesses keep doing the same thing over and over again because it “works”.
But answer this question, who does it work for?
Normally, the business owner.
It is important to stop and review your customer journey from the customer’s point of view.
It’s the same, you may say… but is it?
Walk their shoes. Understand how they buy.
Let’s break it down step by step…
Step one – Awareness
This is your marketing.
Are you marketing your product or service in the correct place? By this I mean, the place where your customers “hang out”.
Are you marketing on the right platforms?
Are you saying the right things that they want and need to hear?
Are you making it easy for them to find you?
Having a solid customer avatar/profile and marketing plan is the first essential step in your customer journey success.
Step two – Consideration
This is the stage people are interested in you, you have a “warm lead” and they are now going to do their due diligence on you. They may read your reviews, check out your website, speak to friends or family, seek out recommendations, ask you questions.
Is all of this information readily available and easy to access?
Are you pre-empting the challenges they may put up or the reasons they say no?
Step three – Purchase
They’ve decided you are the one, they love you or your product. But how easy do you make it for them to buy from you?
Do you have an on line shop, booking system, payments? FAQs? Is it clear what they need to do and able to do it quickly?
Here is your chance…
How do you wow them? Blow them away?
Are you above and beyond your competitors?
Step four – Retention
They’ve bought from you but will they do it again?
Will they recommend to you?
Leave you a review?
How easy do you make it for them to shout about you?
Only 1 out of 26 unhappy customers complain the rest go elsewhere. Don’t take a lack of feedback as a good sign. Do you know for sure HOW your customers feel?
But stop for a moment…
What steps do your customers actually take?
Have you ever asked them?
Have you ever tried to “buy” from yourself or your competitor and analysed it?
Step Five – Advocacy
This quote sums it up for me…
How do you regularly keep in touch with them, reminding them that you are there? How do you prevent them from going off to the shiny new company who are nurturing and wowing them?
The whole view
The Customer journey is a 360-degree view. It’s the steps the customer goes through and it’s the steps you go through as a business owner. You need to make it as easy as possible to buy from you and you need to wow them in the process.
You need to be constantly looking to improve the way you operate, improve systems and introduce technology along the way to keep up with demand and one step ahead of your competitors.
You need to make it slick.
When I work with people on business improvement, it’s often the case that people don’t make time for this really important review process. It’s forgotten about, they are too busy or they are just not sure how they can do it better.
Now that you are armed with this information, what are your next steps?
Do you need some help?
If you would like to chat about this, please contact me on 07900 958 459 or drop me a line at email@example.com
I’d recommend you check out my book on Amazon which gives you tons more information and guidance around this topic.