A long and winding road at dusk with street lamps lighting the path midjourney image

How do you create a great Customer Journey?

These days it has become more and more important to create a great Customer Journey. A Customer Journey which is as smooth as possible will ensure that you don’t lose any new customers along the way.

So what is the secret?

Read on for our Top Ten Tips on how to create a great Customer Journey:

1 – Know your audience

Understanding your customers’ needs and preferences is key to creating a smooth journey.Who are they? Where are they based? What are their buying habits etc.  Social Media analytics will help you to  gain insights on their behaviour and interests.

2 – Create engaging content:

Again maximise the use of Social Media to create content that resonates with your customers and encourages interaction, such as polls, quizzes, and surveys. Maybe run a competition to encourage sign ups to your monthly newsletter, this will enable you to stay in touch on a regular basis too.

3 – Use chatbots:

Chatbots can be used to provide instant responses and support to customers, without the need for human intervention. They are useful however they are not always right for everyone. An alternative would be to have a Live Chat function on your website and ensure it is being monitored so that you don’t miss any messages.

4 – Automate your marketing:

Automating your marketing campaigns can help you deliver targeted and timely messages to customers at every stage of their journey.  This is a huge time saver for you and is a very efficient way to ensuring that customers are kept in the loop at all times during their customer journey.

5 – Build a strong brand presence:

Create a consistent and recognisable brand presence across all Social Media channels to establish trust and credibility with your customers. Consistency of Brand is so important – it reassures the customer that they are in the right place looking at the right product or service.

6 – Offer valuable incentives:

Offer valuable incentives, such as discounts or free trials, to encourage customers to take the next step in their journey.  This is what we call the ‘Bribe Offer’, it could just be a Free LinkedIn Discovery Call with Kennedy Woods to find out more about how to help with LinkedIn Strategy. Alternatively it could be a ‘Freemium’ version of a SaaS product so that you can get a taste before you commit to buy.

7 – Optimise your website:

Optimise your website for easy navigation, fast load times, and mobile responsiveness to provide a seamless user experience.  And please ensure that you main Landing Page answers what your customer is looking for! If it doesn’t, two things will happen; firstly, the user will lose trust in your brand and won’t visit again and secondly, Google will push you down the rankings.

8 – Provide personalised recommendations:

Use Social Media and customer data to provide personalised product recommendations based on customers’ interests and past purchases. We’ve all been there haven’t we? One minute we are browsing for the latest trending Adidas footwear  the next minute we are scrolling through Instagram and we are being bombarded with carousel ads from Adidas!

9 – Use social proof:

Share customer testimonials, case studies, and Social Media reviews to demonstrate the value and benefits of your products or services.  Testimonials help you to gain trust from your customers, Case Studies give you the opportunity to go into further detail on individual projects and show how you solve customer problems and both can be shared across your Social Channels.

10 – Follow up with customers:

Follow up with customers after purchase to gather feedback, resolve any issues, and offer additional support. This can help build trust and loyalty, and increase the likelihood of repeat business.  Customer feedback whether positive or negative is always useful to hear. Positive feedback makes you smile whereas negative feedback provides opportunities to improve you product or service.

Keep your Customer Journey up to date with fresh content and information and you will keep your customers happy. Additionally this will help you to attract new customers!

To find out more about how Kennedy Woods help their customers to build a great Customer Journey get in touch now!