Steps In The Customer Journey

Most company's Customers will take time to convert. They don't just “search > click > buy”, so a smart brand needs to recognise different steps in their customer journeys and plan to persuade them at every step.

So ask these questions to try to map your customer journey:

The framework for eCommerce
  • What is the Customer Demand – the problem they want to solve, fear to overcome, desire to release – not what you have to sell
  • Are they Aware of how your company's offerings can meet their demand?
  • What Response is there from your brand comms? Do your current customers provide shares, likes, reviews that support that promise?
  • Are you gaining data Transactions with your prospects? Do they optin to your offers, newsletters, share pages into their social networks and follow your brand social media channel?
  • What Sales Transactions are you getting? Are they from current customers or new customers? What is the value compared to offline sales?
  • Servicing your current clients will grow your customer base, so are you retaining clients? Are they using your site to answer their customer questions/? Is there testimonials, reviews and likes for your products or services? for Lead Generation

To find out more on our bespoke Customer Journey Planning framework (DARTS), find out a lot more on our website

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About the author:

Founder of both SiteLynx and SLX marketing. Leading web marketing planner and trainer.

Graham Hansell // administrator