Understand Your Customer Journey

What does understanding the customer journey help you achieve?
Before a customer makes a purchase through your website they will first go through many interactions with your brand/business starting with when they first become aware of your brand right through to making a purchase. The route each customer takes to get to the final sale is varied and personal to them. We call this the customer journey.

Finding out about the customer journey is important if you want to help build a strong, loyal customer base. Knowing each stage the customer goes through helps you identify weak points in your communication strategy which you can then be improved to create a better customer experience and increase brand loyalty and sales.
 
How to track your customer journey
To understand the customer journey you need to analyse all the data from your marketing channels:

• Paid Advertising Basically any type of advertising you have to pay for ie. Google Ads or social media ads such as Facebook 
• Offline Activity Business cards, leaflets, networking, trade shows etc
• SEO All the channels you use to improve your website ranking in search engines such as Google  
• Social Media  Facebook, Twitter, Instagram, LinkedIn, Pinterest, blogs etc.
• Email Marketing

 
The different marketing channels all have the same aim - to lead the customer to your website. But, as you know, just getting the potential customer to the website isn’t enough, what you want is for the customer to take the next step:

• A phone call

• An enquiry/contact us form
• An order/purchase

 
There are ways to measure how all the marketing channels are performing using various apps:

• Website Analytics 

• Google Analytics 
• Mailchimp Stats
• Social Media Insights
• Collect your own data from questionnaires, trade shows, events and networking

 
These websites and apps will collect all the data you need and help you get a better understanding of your audience so you can then adapt your marketing strategy to try and turn those visits into sales and in time increase brand loyalty and keep customers returning.
 
Get to know your customer
For any of this to work it’s important you really get to know your customer at every stage of their journey. This will help you develop content and services that are relevant to your customer. Find out how the customer feels at each stage of their journey - what made them take the next step? What stopped them from making a purchase?
 
To get the most out of your data you need to understand your numbers then you can see where improvements need to be made in order to boost traffic, increase loyalty and get more sales.
 
For help understanding the customer journey and making sense of it all contact Creative Remedy