Imagine The Possibilities!
Imagine your business having the best reviews online. Having the best customers raving about your product or service. Having the best employees who will go the extra mile. You can have it all! We will provide some insights into the customer journey and to build the best customer experience.
Let’s start with the first step:
The first stage of the customer journey begins with the awareness of a need or a problem. During this phase, your customer is looking for a solution. They have out of town guests visiting for Easter and need their lawn to look immaculate. Your customer is looking at painting their home to be able to put it on the market. During this phase the customer is defining what their needs or wants are, has an idea of a budget they have in mind, a rough timeline and the urgency of their need.
Logically, after the customer has determined what they want, the next phase is for the customer to obtain services from a company that can fulfill their requirements. At this stage, the customer is in the research phase and will look at reviews online on Yelp, AngiesList, Thumbtack, NextDoor, Google and many more social media sites for reviews. They will review your website, any blog content you have and other ways to engage with you. The customer is considering the best solutions that will yield the best results
The customer has completed their research and now comes the part where they decide. They will talk to sales representatives, past customers and look at any warranty information. Customers are doing their remaining due-diligence to ensure that there is nothing they might have overlooked. Finally, they make the decision to purchase.
After the purchase, the customer wants to be part of the product or service owner community. They will want to subscribe to emails and attend any company events. They want to retain the knowledge to maintain their product or service they purchased.
Not all users and customers make the transition into advocacy but a percentage of loyal customers will eventually become your brand ambassadors. They will recommend your product or service to their friends, colleagues, families, etc. Advocates become fully engaged with your brand. They feel 100% of your overall experience.
Mapping your customer experience involves examining the steps in the customer journey and asking how you can transition a customer to the next phase in a better method. The more you put yourself in the customer shoes and what they might be feeling at each stage, the easier it will be to service them.
Stay tuned to next week as we cover more topics!