9//30

CUSTOMER JOURNEY

This // Thread // is applicable to ANYONE who is selling something

Don't know what your customer journey is or worse, don't have one mapped out?

Must read

Awareness

All customer journeys at this stage, where they first become aware of your product or service

This is why being where your customers are is important, equally building your brand awareness helps capture more attention

How to improve your awareness

- Can your produce more content on different platforms
- Can you do Collabs with influencers in your niche
- Paid Social
- SEO for key words specific to your solution
- Offline Marketing

Consideration

A pivotal step when encouraging your customers along their journey, digging into what their pain points and producing content that address said concerns

Along side adding value is how you move customers along this stage

Combined with a strong, efficient brand

Improve here by

- Optimising your site for your user experience
- Implement or improve your email marketing, add a more attractive sign up offer
- Improve your copy and give more details descriptions
- Add Testimonials/Reviews

Conversion

For your bottom line obviously the most important stage, this is where the sale is made or lost

Improving this stage without incurring huge costs is the best way to make your business more profitable

A few ideas;

- Best product no more than 3 clicks from home page
- Declutter your catalogue pages
- Have less filters available on sales page
- Add free shipping
- Add chat feature

Use/Results

If it's a product this stage is when they are actually using it

Or if it's a service this stage would be when they are reaping the potential results

For products making sure they actually use the product and use it well are key to stickiness (they're likely ness of sticking with you)

Therefore your should give full instructions on not only how to properly use your product but also use it to it's full potential

- How tos
- Complementary products
- Great places to use it ( Think Travel Guide)
- How to clean or maintain (Think chefs knives)
- How others are using ( Recipes for nutribullet)

Sharing

Awareness is obviously huge for your growth but organic sharing of your product is so powerful

A inbound lead converts 70% more often than an outbound

So whilst true organic sharing can't really be manipulated, it can be eased

What I mean by this is to make it as easy to share and also peruse as the new comer

- QR codes on everything, they are free and so easy, set one to a unique LP and make sign up/purchase frictionless
- Reward Sharing - Hello Fresh understand the value of sharin so much

- Social Sharing - Make a hero of anyone sharing on social media
- Ask for it in the occasional email, "Forward this to a mate who might enjoy......" and make that offer irresistible

Stop

Here is unfortunately what happens if people stop using your product

Not much can be done at this point but your might as well try based on the value of the customer

- Replacement product
- Fixed product
- Last ditch hefty discount code
- Free gift
- Coupons
- Phone call (go the extra mile to find the issue

And finally the beautiful last stage of

Repeat

You've done a great job and they want some more of what you've got!

Thank them, reward them, encourage them, celebrate

We are after all building something special

Some brand that have excellent customer journeys here https://twitter.com/Concept2Brand/status/1391502240901386246?s=19