If you’re like most business owners, you probably think of your customers as one big happy group that all behaves pretty much the same. But as any marketer will tell you, different customers want and need different things at different stages in their journey to becoming a customer. To take command of every stage with a customer journey map, you need to understand what each stage looks like and what it takes to move them along.
Now, you might be wondering how you can take command of every customer journey stage. It can seem daunting, but it’s actually not as difficult as it may seem. All you need is a little bit of organization and some clear goals in mind. In this post, we’ll go over the basics of how to take control of your customer’s journey stages and provide some tips to help get you started. So read on and get ready to take your business to the next level!
Stages Of The Customer Journey
Every customer journey has different stages, and it’s important to know how to take command of each stage in order to provide an excellent customer experience. However, what are those stages?
What is the Awareness stage?
Awareness is the first stage of the customer’s journey. This is where potential customers are just starting to explore new options and possibilities around your company or business.
The key for this stage is to create enough buzz/interest that it catches people’s attention, but not so much that they become overwhelmed by too many choices (which can lead them to leave), also called selective perception (this means choosing what information will go in their head).
What is the consideration stage?
The term consideration phase is used to refer to the period of time during which a person is deciding whether they want to take some action. It’s not about the size or price of the product that comes later; at this point, you’re trying to figure out if you like it and what your options are before purchase.
What is the decision stage?
Sales professionals often use the customer experience map to help visualize this dynamic. The decision stage of a customer’s journey is when they have learned about a product, inventoried their objections and perceived needs, and created a plan for how to purchase it or get more information.
What is the Retention stage?
The Retention stage is the stage in the customer journey when a company uses an individual’s contact and experience with your brand to make your offer or product more relevant and valuable.
There are many ways you can do this including incentives, cross-sells, upsells, social media engagement, email marketing campaigns, discounts, and competitions.
What is the advocacy stage?
The advocacy stage is the most expensive, but most rewarding phase in the customer journey. More than any other stage, it is characterized by a strong emotional connection with your brand.
The Advocacy stage is when consumers are “brand advocates” and tell their family and friends about you — meaning more opportunity for word-of-mouth marketing to happen, both good AND bad. That’s why optimizing your company for referrals needs to be an ongoing process.
Using customer journey maps to boost all the stages
Try using a customer journey map to identify the moments in your customers’ experience where you may have a chance to show them love, and create happy memories for them.
Customer journey mapping hereafter referred to as CWM, is a process used by your chosen service design agency in Sydney in which data from many different sources—customer reviews, phone surveys, and call-center records—is analyzed. The resulting journey map provides a fuller understanding of the customer’s experience with the company and helps to identify friction points that lead to dissatisfaction or abandonment.
It provides an overview of what customers go through when they encounter obstacles, pain points, and successes with your product or service. An effective map will allow you to find out where there are potential improvements that could stop people from churning (leaving) or decrease customer frustration levels.
There are two common types of maps; macro maps and micro-maps; macro maps provide broad outlines for major parts of the process while micro-maps delve into specific moments in depth.