In marketing, it is crucial to understand the steps in your customer journey so you can visualise their experience and recognise how best to meet their needs. This can help to ensure you are using your marketing effectively to help them through the customer journey stages. After all, if you don’t know what your customer goes through, you aren’t best equipped to market to them effectively. The number one goal is to be able to figure out what your customer is doing at each step and then adjust your marketing efforts so that they can go through the stages with ease.
The five steps of a customer’s journey are:
At this stage, potential customers become aware of your product/service. This can be through several different ways, such as
, social media posts, word of mouth, adverts etc. This is the stage to make an impact on the potential customer to interest them with your offering.
Usually after they have come across your product, they will now go further to learn more about it, for example, through a Google search. Therefore, it’s vital to make forms of contact readily available, and have good materials/information about your offering (for example. blogs on your website about your offering, customer testimonials or PR). The more expensive the offering is, the more likely they are to do more research.
This is an important part of the customer journey. Here they will outweigh the pros and cons and whether they should make the purchase. Again, this stage is longer and more difficult if the cost of the offering is higher. It’s at this stage that you can use your marketing to reinforce why your product or service can solve your potential client’s problem. You can regularly post on social media about your offering and even send out case studies demonstrating your impact.
Hurray! At this point they have made the purchase. You should make sure it’s easy for the customer to make a purchase to not deter the customer away. The process should be straightforward and not require too many unnecessary steps. The more complicated it is, the more likely the customer will lose interest and potentially even go elsewhere.
After a purchase, you need to retain your customers by building a good relationship with them. For example, if they’ve signed up to your mailing list, you can send updates about the business, information about the team members and even new products/offers you have available. This helps to build rapport with your clients, as it will keep them in the loop about business developments and make them feel like they’re part of the business. By building these relationships, it also provides an opportunity for upselling in the future, as if they have bought from you once they are more likely to purchase again if they’ve had a good experience. Sending offers and news for new products/services can help push repurchase numbers up.
With these factors in mind, have a think about your customer journey and map it out. Understanding this process is crucial when making sure your marketing is as effective as it can be to help streamline your customer journey. Click here to find our social media pages where we post regular tips to support you.
We’re Freshbat – a strategic communications agency providing integrated marketing services to business leaders who embrace change and value marketing in a proactive and trustworthy environment.
Our goal is to give you more headspace, help you to make stuff happen and build better relationships by taking a fresh approach to marketing. We know you’re the kind of person who wants to be considered an inspiring and empowering leader for your business.
In order to be that way, you need to be in control of your marketing. The problem is you feel your marketing isn’t good enough, which in turn makes you feel confused and frustrated that you don’t have the resources, creativity or expertise to solve the issue.
We believe it’s just plain wrong that business leaders are tasked with keeping up with the rapidly changing marketing landscape on their own. That’s why we provide integrated marketing solutions through our worry-free marketing process.
Here’s how it works: we have an initial call to find out the things holding you back, we then create a bespoke strategy to reach your ideal clients and finally we implement your marketing plan for you so you can worry less and achieve more. We create tailored and integrated marketing solutions that bring order, strategy and results while having fun in the process (yes, it’s possible!).
Our core services include: Marketing strategy in a day Content marketing strategy Social media management Email marketing Blogging and web content
Contact us to see how we can help you take a fresh approach to marketing. Email email@example.com to book your discovery call