How do local businesses attract new customers? The Customer Journey represents the key stages that people go through to become your customers. It is intended to help you understand each stage and to provide tactics to improve your current and prospective customers’ experience at each stage of the process.
The Customer Journey is composed of 5 steps, explained in detail below:
Awareness
The first step in the Customer Journey concerns what you can do to increase your audience within your local market. At this step, we recommend that you maintain an active online presence and connect with your current and potential audiences on social media.
Findability
Potential customers may be aware of a business, but if they can’t find consistent and accurate information about that business online, they’re less likely to become customers. This step recommends that you keep track of your online listings and business information, like hours of operation, address, and contact information, and ensure that the information is up to date wherever it’s found.
Reputation
Potential customers frequently use online reviews to guide their purchase decisions, particularly when deciding among competing businesses. This step recommends that you monitor and respond to reviews frequently in order to rank above your competitors in online search and improve your ratings online.
Conversion
Having an informative and up-to-date website is crucial for helping customers find local businesses and learn more about their products and services. When people can easily find, contact, and buy from a business online, they’re far more likely to become customers. This step recommends that you edit and update your existing website to reflect your current offerings and provide relevant information to your customers.
Advocacy
A local business’ best advocates are its happy customers. This step recommends that you reach out to previous customers for reviews to improve your overall star rating on popular review sites and help inform the purchase decisions of other potential customers in your local market.
Ignoring your customer journey is, at best, leaving money on the table. At worst, you may be spending time and money attracting customers and driving them to your competitors.
If you would like to know how your business is performing online, click here for a complimentary digital marketing report. We can help you refine and improve your customer journey click here to schedule your free consultation.
