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October 28, 2021

5 ways to enhance your customers' journey

A customer journey includes the different interactions people have when buying from your brand. You need to pay special attention to your customers’ buying journey and look for ways to enhance it if you want more sales. 

In today’s article, we will look at 5 different techniques that will improve your prospects’ journey so they enjoy the experience of buying from you.


1. Provide high-quality customer service through multiple channels 

If a potential customer wants to ask a question, they’ll need to get in touch with you. But, if they can’t do this in a way that suits their preferences, they’ll most likely leave your website and forget about buying from you.

Businesses’ most common contact options include phone calls, emails, social media, contact forms, or live messaging. There’s no need to use all of them, though. Instead, figure out the ones that work best for your specific target audience.

Identify the channels your target audience uses 

One way to choose the best communication channels is by identifying where your ideal customers are most active. For instance, if you get a lot of queries through email or social media, you’ll want to focus on using these to provide quality customer service. 

Send a survey

You could also send a survey to existing customers to ask what channels they prefer to use, as this will give you a better insight into how to serve them.

When choosing the most optimal channels to use, keep in mind that you also need to ensure your team always provides high-quality and helpful customer service. 

If you think you could improve the service, you can always create an online employee training program! It will ensure that each person in your customer service department provides the best possible customer service. 

To learn more about Didacte’s solution for in-house training, click here.

2. Create content that helps at different stages of the buying process

Another way to support your customers through their buying journey is by creating content that will provide all the information they need at each step. There are three different stages that people go through in a buying journey. 

1- Awareness stage 

First is the awareness stage, where prospects might just be learning about your products and how they can help solve their needs. 

2 - Consideration stage 

The next milestone in a customer’s journey is the consideration stage, where prospects begin weighing up their options and considering which products or services would be ideal for addressing their specific problem. 

3 - Decision stage 

Finally, we have the decision stage where your prospects are already concluding the best product or service that can solve their pain points.

Let’s look at a piece of content one business has created to help its prospects in the awareness stage to give you some inspiration. 


Cisco Umbrella, an enterprise network security provider, helps protect users against cybersecurity threats. And, to introduce people to the services they offer, they’ve created a post that sheds light on DNS Security

It’s an excellent example of content you can create for the awareness stage. It provides a lot of information that can allow people to understand the company’s products or services. 

It’s a fantastic introduction to what they do, and most businesses will be able to create a piece of content along these lines to reach people at the awareness stage of their buying journey. 

3. Make it easy to learn more about your products or services

Sometimes, people moving through your customer journey simply want to know more about your products or services. 

So, if you can provide all of the necessary information, it will help them make more informed purchases and win their trust. Some of the ways you can do this include creating a brochure, providing case studies, or offering a consultation call with one of your team members.


Our first example comes from San Antonio Injury Lawyers, The Law Offices of George Salinas.  They understand that prospects might want specific information about their situation regarding legal matters, as everybody’s case is different.

Therefore, they provide free consultations that will allow people to ask critical questions about their legal services. This makes it easier for people to get information tailored to their needs and improves their journey with the brand.

It’s elementary for prospective clients to book a consultation with the firm from any page on their website, which will undoubtedly lead more people into their sales funnel. If you’re considering offering a similar service, ensure the option is always visible on your website to get as many conversions as possible.      

 
At Victoria University, one of the courses they offer is an online Graduate Certificate in Public Health. And, to make life easier for prospective students, they’ve created a brochure that leads can easily download from their website.  

The brochure contains details like entry requirements for the course, the duration, and other important information about the program. It offers a great way to provide helpful information about the system. It also helps improve their customers’ journey by ensuring people won’t need to comb through multiple pages on the website before getting the details they need. 

4. Allow your customers to personalize their buying experience 

Personalizing the buying experience for shoppers is becoming an increasingly important factor when it comes to customer journeys. This is because people are more likely to invest in your products or services if they feel as though they have been tailored to fit their specific needs. 

There are different ways to personalize the experiences of your customers. For instance, you could provide virtual calculators that allow people to enter specific details so your tool can give them an estimated quote. 

Another way that some businesses personalize their customers’ buying experience is by providing virtual try-on tools so people can visualize how a product would look on them. 

A great example of this can be seen on Avon's website. They’re a beauty store that knows how hard it is to shop for cosmetics online, so they’ve provided virtual try-on tools to help people find their perfect match.

5. Provide social proof at every stage to give customers more information

If you’re able to provide social proof like reviews and testimonials at different stages of your customer’s journey, it could help your audience make the best purchases to suit their needs. 

There are different ways to ask for feedback from past customers. One is by sending a simple email to ask people how they liked your products and services and if they could recommend your business to friends and family. 

Didacte also has a feature on its platform that allows users to ask students for feedback and testimonials after they complete a course.

Summary

In this article, we’ve looked at five different techniques you can use to improve your customers’ journey with your brand, and we hope you’ll start putting them to use. 

And, if you’d like more tips you can use in growing your business, follow Didacte’s E-learning blog for more helpful information.

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Aaron Haynes

Aaron Haynes is the CEO of Loganix, an SEO fulfillment partner that supports marketing agencies and professionals. The company specializes in helping businesses to improve their online visibility and ultimately make more sales. The Loganix blog has a lot more information and advice, so make sure you check it out if you found this article helpful.