Customer journey
The customer journey is an important part of any marketing strategy. This is an essential part to be able to present and sell your products/services to your target group. Your website is a reflection of your organization, so it is very important that the customer journey runs smoothly for your potential customers. The better your website is put together, the better the experience of the “shopping journey”. Convenience comes with confidence. To provide a good customer journey, there are a few steps that will promote the online customer journey.
AWARENESS
The Buyer Journey starts in the awareness phase. This means that we are looking for a solution to a problem. Of course, this all happens online these days. For you, the question is simple: what problem are you solving? If you have answered this question, it is important to look at your online positioning. Sometimes it may be that what is communicated is not in line with what your customers are actually looking for. This miscommunication can lead to a higher bounce rate. Of course you want your customer to see at a glance that he or she is in the right place and that your product or service is what he or she needs.
ORIENTATION PHASE
It is extremely important that your potential customer is convinced of your product or service during the orientation phase. This is the phase in which 75% of online shoppers orient themselves online to make the final purchase. To convince the customer you not only need a beautiful product, service or web page, an eye for a slick customer Journey will also make your website conversion-oriented! The question you should ask yourself in this phase is: Why does the customer choose me online and what makes this different from my competitors. This will give you a clear picture of your competitors, your appearance, but also what your customers are critical of when they orientate themselves online. Topics that will come to the fore are, for example, price-quality ratios, but also reviews from previous buyers and/or customers.
PURCHASE PHASE
If your new customer has chosen you, they will order via the webshop or contact you. It is very important that there are no obstacles during the buying process. This can lead to irritation for the customer and also to a feeling of distrust.
The purchasing process can be divided into three parts; the check out, payment options and delivery options. When these pages are constructed and completed correctly, this will ensure a higher conversion.
Research results show that on average 69% of visitors still drop out at the check-out page. It may sometimes be the case that there is too much fuss on this page which does not give the buyer a clear direction, so this can ensure that the purchase is not completed. Always keep the check-out page uncluttered, clear, task-oriented and clear, straight to the point. It is therefore always good to have the last check done again by a specialist.
USER PHASE
After the customer has gone through the checkout page and completed the purchase, they enter the user phase. In this phase, the customer needs a nudge to, for example, positively assess the product or service and that the customer returns to your website to purchase something again. Giving a review on your product or service is the beginning of the customer relationship. Not only for your current, but also for the new customer. Reviews and ratings on the service or product create trustworthiness and transparency, which is very important for most online shoppers these days.
Customers write a review for two reasons, they are very satisfied or they are very dissatisfied. Unfortunately, when people are dissatisfied, they are more likely to express themselves without push than when they are satisfied. It is therefore not unimportant to give the customer a little boost, by means of an email, whatsapp, or other reminder. The more personal the better.
LOYALTY PHASE
A satisfied customer often transforms into a loyal customer This is like an ambassador for your website or webshop. Make use of this ambassador through customer loyalty and “rewarding” it. Consider, for example, discounts or the like. Turn your customers into a “community” and let them help you further promote and develop your brand.
It is of course possible that your customer journey is not entirely in line with the above. This is possible because there are many different ways to organize your website. That is why it is always good to have an expert look at your website and let them think along about the right developments in design and construction. With the right structure and design you can already ensure a higher conversion rate! Would you like to know more about your website and how the customer journey is doing? Contact us right away: