Creating a Simple Customer Journey
One of the most effective marketing strategies a small business can make is creating a simple customer journey. A customer journey is the path a customer follows from first discovering your business to becoming a loyal long-term customer.
When you and your team understand the customer’s journey, you will be better equipped to provide great customer service from beginning to end. To keep it simple, follow these four steps.
Step 1 of the Customer Journey – Awareness
This is where people first hear about your business. It could be through social media posts, a Google search, or at a networking event.
Step 2 – Interest
Interested potential customers want to learn more. They might visit your website, read your reviews, or follow your social media pages.
Step 3 – Decision
The customer decides to buy (or not.) This could be after a discovery call, after reading a testimonial, when they read an email follow-up with a special offer, or when you are simply asking for the sale.
Step 4 – Retention
Great businesses continue marketing after the sale.
Examples
- Follow-up emails
- Loyalty programs
- Birthday offers
- Helpful educational content
- Asking for reviews
Businesses that map out, understand, and continue to improve their customer journey often experience improved customer satisfaction and higher repeat business.
Quick Tip
If your website, or any step in the journey, takes more than a few seconds to explain and understand what you do, you might need to simplify your message. Very often, less is more.
Need a little help with mapping your Customer’s Journey? Give us a shout. We can help! Contact Us
