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 their product or service and enter the sales funnel. It’s not enough to simply build brand awareness through social media campaigns and content marketing.
Your customer journey strategy should optimise how you convert new business leads to new business – increasing sales and income. Your focus should be on building relationships and trust with your new business leads, helping them to move through the sales process to become customers and, even better, advocates and supporters.
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 will likely engage in forums providing reviews or conversation regarding your product, service or brand.
In the CRM field, these interactions are typically categorised into five key stages:
Awareness
Consideration
Decision
Retention
Advocacy
Every one of your customer interactions is an opportunity for your 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 throughout these stages.
HubZest are specialists at mapping and evaluating customer journeys, identifying how to enhance them, and delivering the improvements needed.
How can we help?
We can help you to create a winning Customer Experience. Our approach will help you to:
Understand and map your customer journey
Define your target audience
Plan an effective communications strategy
Add momentum and remove friction from your sales process
Optimise lead handling to maximise conversion
Increase retention and referral
Want to know more?
Arrange a call with us today. Get in touch at: hello@hubzest.co.uk