It’s more vital than ever to have the customer journey for the product or service that you deliver worked out exactly in order to create the user experience that will gain your company the advocacy it deserves!
In today’s business world, effective marketing is at the heart of every reputation-building effort. Producing desirable marketing results can make a dramatic difference for organizations that operate in this highly competitive field. And at the heart and soul of any effective marketing strategy is an established and workable Customer Journey.
The Customer Journey is everything from your customer becoming aware of you and your company, being able to find you online when they search your company, product or service, having a great reputation when they look up reviews about your company, having an easy and recognizable means of them getting a hold of you and converting, and last but not at all least having a superb customer service and delivery of your service or product so they become advocates of your brand.
Any sensible person or business owner wants more business, and you understand the importance of building your firm’s reputation through the use of a successful marketing strategy. Well, if you haven’t established your Customer Journey as part of your marketing strategy, you’ll be settling for mediocre results. And who wants just mediocre results?
There’s a term in the marketing world called the Marketing Stack. What is this Marketing Stack? In simple terms, it’s a grouping of technologies that marketers leverage to improve their marketing results.
There are many different marketing technologies out there, but we’ll discuss just one in this article:
Advertising: This can be anything from search ads, to videos, television & radio ads, to billboards.
Listings: Google My Business, Directories, “Near Me” searches, Yellow Pages, Yelp, etc.
Reputation: Customer Reviews, Social Media, Reputation Management, Colleagues and Peers.
Social: Facebook, LinkedIn, Instagram, etc. Are they speaking about you?
Website: Conversion, Contacting you, Downloads, Navigation, Experience, Shopping Cart.
Loyalty: How was their experience from start to finish? Post-purchase expectations, Social Posts, Reviews, Word of Mouth, Recommendations.
Any company who has the above Marketing Stack in place for their business is all but guaranteed success.
The Customer Journey and the Marketing Stack work together seamlessly. If you take a closer look at it, you’ll see a parallel relationship.
Awareness can be achieved through Advertising on different platforms.
Potential customers will be able to find you through various listings online.
Your future customers will always look at reviews before making a decision. Thus, you must have a great reputation with 4 and 5 star reviews.
Conversion depends on how easy it is for a customer to make a purchase or get in touch with you. Your website is the gateway to success.
And finally, after you deliver your service or product, are your customers advocates of your brand? How well were they serviced? Does their experience with you warrant them to tell their peers and colleagues about you, and do they leave great reviews?
This IS the Customer Journey.