Do you prioritise your customer journey?

03/09/2018

Reading Time: 2 minutes

How easy do you make it for your customer to purchase from you?

This may sound like a trick question, but it’s not! All businesses exist to attract customers, generate revenue, grow and make profit. Those are the basics to business survival and thriving.

But are you making the customer journey easy and enjoyable? Would you purchase from your company, if you were in your customers shoes?

So, if you are considering your customer journey, where do you start?

Identify gaps and pain points

To develop a successful customer journey map with coherent touchpoints you must first identify the gap between the current journey people would experience, and the journey that the customer would find most beneficial. Understanding how your customers currently feel about their relationship with you and the level of service you’re providing will allow you to identify the pain points in your customer journey.

Key pain points could include:

* Unclear or inconsistent messaging throughout the buying process and touchpoints

* The lack of personalised and relevant content

* The way your sales team approach building relationships and sales with your customers

Involve customer-facing employees in the journey

It’s important to keep in mind that every employee who interacts with your prospects and customers will have a direct impact on your customer journey. For this reason, it’s necessary to collaborate with all employees from all your customer-facing departments when mapping your customer journey and discussing relevant touchpoints. Making employees aware of their impact and giving them the voice to create positive touchpoints will motivate and allow your business to give recognition for outstanding customer service.

Clarify the touchpoints your business should be implementing

When starting your customer journey begin with clarifying touchpoints which everyone in your business can agree upon. Touchpoints include your collateral, brochures, website, social media channels, email nurturing, telemarketing, customer service, appointment setting, customer communications, contact process and telesales. Once your touchpoints

are outlined it’s time to refine the voice you want to convey across every point of customer interaction. This voice should create a coherent, integrated and professional feel throughout your customer journey.

So, is your customer journey good enough?

If you’re struggling to answer this question, then it’s likely that your customer journey could be improved. There are very few companies that have got their customer journey down to a T but giving it the attention and resource it deserves, will see return on that investment.

So how does Air come in?

At Air, we are able to offer outsourced expertise to generate leads, set appointments, and even use our qualified sales team to convert these leads into paying clients. The Air process for partnering with clients opens the conversation around your customer journey and touchpoints. Our aim is to get under the skin of your company so that when we speak to your leads or clients, the experience they receive is aligned to the rest of your customer journey adding to their experience.

Sound interesting? Want to find out more?

Get in touch and let’s discuss how we can help you achieve your goals. Find out more here www.air-marketing.co.uk or call us on 0333 270 6616.

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