People don’t jump into making a purchase right away.
The higher ticket an item is, the more this holds true.
You might not deliberate all that long on whether you want a blue USB charging cord or a red one. Or whether you want a Pinot Grigio tonight, or a Pinot Noir.
But chances are, something like a fridge or a washing machine isn’t going to be an impulse buy.
You’re going to shop around first.
And while there are definitely some exceptions — DrunkMall comes to mind, with its many affordable little novelties and knickknacks — those big ticket items might just be exactly the kind of thing that can bring in big time affiliate profits.
This applies to other kinds of businesses too, of course.
The bottom line is this: the buying process is a journey, with several distinct steps along the way.
At each step of the way — from finding out that your product can solve their problem, to making a final purchase decision — you can reach out to your customers in different ways, keeping them engaged as they move further and further down your sales funnel.
In a recent blog post, Neil Patel explains why this is so important.
What strategy is your company using to improve the customer experience?
Hopefully, you’re taking multiple approaches to enhance your customer service department.
Here’s the trick.
Are you looking at the customer experience strategy from an internal company viewpoint?
Or are you trying to see the customer’s perspective?
Journey maps help you get inside the mind of today’s customer.
That’s why these tools are super effective and can ultimately boost your sales.
What’s a customer journey map?
[image source: Neil Patel]
Essentially, it’s a story.
It details the experience a customer goes through from their initial contact with your company to a purchase.
The map also outlines and explains the procedure of managing the customers as they form and develop a lasting relationship with your business.
Now, look, it’s nearly impossible to outline every single step a customer takes during this process.
That’s not the goal of the journey map.
You need to identify the most important avenues that would cause customers to behave a certain way or take a specific action.
Create a timeline with digital touch points throughout each phase of the map.
[image source: Neil Patel]
Try to incorporate the thoughts, feelings, and emotions your customers may have throughout their personal journeys.
Understanding how your customers feel throughout each phase will help you improve conversion rates and retention rates.
Ultimately, this will help you to:
- enhance the overall customer experience
- increase sales
The buyer’s journey is a reality of modern sales and marketing that brand simply can’t ignore.
For a step by step walkthrough of how to engage your customers every step of the way, check out the full post over at Neil Patel’s blog.