Giving your customers the ideal customer experience has become essential in todays world where they can reach out to your potential audience and criticize you with negative reviews and comments.
So how do we track the customer journey from start to finish and provide them with everything they need? We want to ensure that every customer gets the most value for their money, leaving them with a positive impression each time that they interact with your brand. To do this we need to think of the customer journey as a circular experience.
STAGES OF ONLINE CUSTOMER LIFE
CONDUCT A SEARCH
The initial search is an interest based search. Your customer is looking for an easy answer to a problem that they are facing. How are you soling this problem for them? SEO marketing helps here.
GRAB ATTENTION
Now it is time to reach out and capture your audience. At this stage you can employ advertising tactics to your marketing.
PRESENT YOUR PRODUCTS/SERVICES
Let your creative style shine. Graphics and images are key at this stage. How can you showoff what you have to offer? Photographers and Videographers are often employed to help at this stage.
SHARE KNOWLEDGE
We are back to SEO now guys. This time we need to brainstorm how we can educate the customer. Everybody wants to learn something new. What useful information can you give to your customer base. EBooks, Statistics, Infographics and case studies can be used at this stage of the journey.
BUY A PRODUCT/SERVICE
At this stage you are encouraging the customer to make a purchase. Your calls to action are essential at this point. What colour buttons are you using to entice actions? What words do you use to persuade the reader?
AFTER CARE
Now it is time to ask for feedback. Good or bad you want to be speaking with your customers. Anyone who has take the time to invest in your products or services deserves your attention.
FOLLOW UP
This is a stage often overlooked but critically for building loyalty. Offer your past customers something to return too. 10% your next trip, Free product samples etc etc
ONLINE SEARCH
Here we go again. This is why the process is a circular one. It doesn’t stop just because you have sold your product. It starts all over again and when your customers begin to conduct their next search you want to appear on the top of the page. Remarketing options are where you will shine here and Google is your best friend when retargeting your customer base.
To understand more about the circle of customer life or learn about our marketing services you can contact me anytime.
