Turning your website visitors into buyers has become a real challenge. But there is a ready-made answer on how to do it — implementing the stages of the customer journey. Indeed, there is a whole journey that stands behind the scenes. And knowing how to make it seamless and smooth can be a winning strategy.
Considering that statistics show satisfied customers are the driving force for every business, it is essential to know how to make them happy with your product. Fortunately, there are five stages you can set up to have a better customer experience. So let’s uncover them below!
Five Stages Of The Customer Journey
Even though every business has its specific needs, there are generally five customer journey stages you can build. This is what you need to do in every phase to lead your clients straight to the final purchase.
1. Increase Your Brand Awareness
Imagine a customer requiring something and struggling to find the right service. And this is when you can show up and catch their attention. They have to believe you are the most suitable option for them. And for that matter, you have to raise your brand recognition.
You can use different approaches to bring awareness to your service. Defining where your potential clients will browse and appear through advertisements, references, or other channels might be very effective. What’s more, working on a brand’s recognition always pays off.
2. Help Customers Consider Your Service
As soon as customers notice you, here comes the next phase, which is consideration. At this stage, they will compare your products to your competitors and weigh all the pros and cons. And your service should definitely stand out on the market. So, at this stage, your task is to provide as much information as possible.
Place an FAQ section on your website, demonstrate customers’ testimonials, and offer bonuses. Show how much value your product can bring to the buyer. But bear in mind that high-priced goods may take longer to process.
3. Make The Purchasing Easy
All the decisions you have made in the previous stages of the customer journey have led buyers to the most responsible phase — purchasing. The key to success is to make the conditions of buying convenient for your customers. Therefore, you have to make it straightforward. If the purchasing stage consists of too many steps, clients will likely switch to another service. Time is of the essence!
Consider providing a pleasant bonus like a discount for the next purchase or free delivery. This might seem simple, but those small offerings can lead to a positive customer experience. Also, make sure you have provided enough payment methods so it is convenient for every buyer to make a purchase.
An important part of this stage is being ready to troubleshoot customer issues. There might be declined transactions, overcharging, or misunderstandings regarding the price. If you have a fast-responsive support team, you can get more successful purchases, thus increasing your revenue.
4. Retain Relationships With Your Customers
It is wrong to think the customer journey ends after the purchase is processed. If you want to build a solid client base, staying connected with your clients is crucial. Don’t let them forget about you by sending follow-up emails and offerings.
It is more challenging to gain the trust of new customers. And those who have already made a purchase from you will not wait long to make another one. The retention stage of the journey should be the first to be worked on if you plan to make more sales.
5. Make Clients Your Loyal Advocates
According to Forbes, referrals are the most effective way to advertise your product to different audiences. Your satisfied customers can tell more people about you and, as a result, bring you more customers. So why don’t you make use of this strategy? Save positive reviews from your customers and spread them on your platform.
There are multiple strategies to encourage customers to tell others about your business. Offering discounts by providing feedback or other bonuses can be a great stimulation.
Conclusion
Implementing the strategy of customer journey stages is always a win-win decision. In this way, you direct the path a client goes through by leading them to a successful purchase. However, the journey continues even after that phase, as remaining in contact with the customers is necessary. And the key point is to make a client fully satisfied by making the buying procedure easy to follow.
