Increase sales through customer journey strategy

Increase your sales by investing in your customer journey strategy

The customer journey covers the complete range of interaction and experience a customer has with a product, service or brand, from initial awareness right through to post-purchase.

Too often, businesses invest heavily in lead generation without giving enough thought to what happens to these leads once they are ‘interested’ in your product or service and enter your sales funnel. It’s not enough to simply build brand awareness through social media campaigns and content marketing.

Your customer journey strategy should aim to maximise how you will convert new business leads to new business – increasing sales and income. You are aiming to move your new business leads through the sales process / pipeline, to become customers and, even better, advocates, supporters and influencers.

To start, understand and map your current customer journey 

From initial awareness through to the point of purchase, a prospective customer will potentially interact with your business on multiple occasions. They might follow your brand on social media, visit your website, use your website chat functionality, visit your website FAQs, contact your sales team or helpline and may well engage in forums providing reviews or conversation regarding your product, service or brand.

In the CRM field, we typically categorise these interactions into five key stages:

• Initial Awareness

• Consideration

• Decision

• Retention

• Advocacy

Every one of these touch points is an opportunity for your prospective customer to be impressed - or not - by what they experience. Take a critical look at each interaction to understand how your business is presented, what message is communicated and how your customer is made to feel. An effective customer journey will add value at each of these stages. 

HubZest are specialists at mapping and evaluating customer journeys, identifying how to enhance them, and delivering the improvements.

Want to know more?

Keep checking out our blogs, sign up to our updates to learn more, or get in touch.

→ Our other blogs

→ Sign up to our updates

→ Get in touch