A customer’s journey determines if they will ever buy from you again. So it’s essential to design your customers’ journeys ahead of time, so you are in complete control over how you solve their pains and how you are perceived.
What is a customer journey?
A customer journey is your customer’s interaction and relationship with your business, from being a prospect and first finding out about its existence to becoming a satisfied customer. Although each customer has a unique experience, the truth is that you can design and control a path through which you customers make the journey, depending on where they are at. For that, you need to visualize the journey in the form of a map.
Customer journey map
The map represents your customer’s journey from prospect to loyal customer, each touchpoint where you interact, so you can track each step and see where there are issues you need to deal with. There are four main steps they will go through:
- Awareness – in this stage, your customers find out about the services you offer
- Consideration – in this stage, your customers consider if your services can solve their pains
- Decision – in this stage, your customers have decided that your services can definitely improve their lives
- Delivery – in this stage, your customers decide to take a chance and purchase your services in hope that they will provide the transformation they expect
- Loyalty – in this stage, your satisfied customers trust you and return to purchase your services
Define your customer
You need to have a pretty good understanding of who your customers are before designing their journey map. Consider the psychological profile of your customers, what personal details could be true about them, what their objectives are, what expectations they have, and most importantly what their pains are.
Create a positive experience
Another important question to ask yourself is “What experience do customers have with my brand”? There are certain touchpoints where a small detail will make the difference from a negative experience to a positive experience.
Besides following up on the promise to solve their unique pain, there is some extra effort involved in order to satisfy your customer. These are:
- The quality of your services
- Promptitude in your response
- Willingness to show that you care
There can be small actions on your part, but they will mean a lot to your customer and completely alter how they perceive you.
Another important aspect is to be everywhere all the time. Your customers will only move from the awareness stage to the loyalty stage if they keep bumping into you. The truth is that until they solve their pain, they will keep searching for a solution. The idea is for them to perceive your services as the best solution to their problems, and they will only do that if you seem trustworthy enough. How do you do that? By being omnipresent.
These are the simple ways in which you can understand your customer and design the journey they will have within your business so they will go from prospects to loyal, returning customers in no time.