It’s very important to know the journey your customer is going to go on when they interact with you. Usually, there are multiple ways a customer can come into contact with your company, so there are going to be multiple journeys that a potential customer can take. By understanding these journeys you’ll be able to craft an experience for your user that gives them exactly what they’re looking for.
In this post we’re going to explore the journeys your customer can take to get to your website and hopefully blossom into a long-term relationship, as well as the importance of understanding your customer journey map.
Some companies have a good understanding of their customers and the routes they take to find their company, as well as what happens after that initial interaction. There will be several marks in the process that are key interactions.
These key interactions are points in the process where the customer becomes more invested in your company. This can either be through a deeper emotional or time investment.
Common points that market the journey can be the first time they come across your work, when they sign up for your newsletter after reading a compelling blog post, when they make an even further investment and buy something from you, or even when they decide to respond to one of your emails for the first time.
The key points will depend upon your style of business how your customers choose to interact with you.
Knowing your customer’s journey gives you very valuable, detailed information about your customers. This will come in handy if you’re writing copy for your website, sending an email, or even doing an entire site re-design.
By witnessing how your customers move from first-time visitor to long-time buyer you’ll be able to make decisions that will speak to people regardless of the phase of the journey they’re currently at.
The best way to start exploring the users journey is through research. One of the first places to start mining is your website analytics. This will show you which pages and posts your visitors find the most valuable, and also will show the main ejection points where people end up leaving your site.
If you use social media a lot, then it can be helpful to mine any data you have in this realm to see what’s most popular and actually resonating with your audience.
Another great way to really decipher what your customers are feeling as they progress through an interaction with your company is by actually speaking to them. Through conducting interviews and running surveys you’ll be able to get actual anecdotal evidence from your real-world customers and subscribers.
The better your understand your customer’s journey the better you’ll be able to sympathize and further them along with service until you form a long-term relationship. If you need help deciphering or constructing your customer’s journey, then feel free to reach out to our creative team today.
Digital Marketing Geek