How to make a customer journey? This is a very important task to be able to generate value during the purchasing process of your consumers. Whether in the digital world or in the physical world.
That is, considering all the paths that customers take to make a decision and make a purchase. Thus, developing very strong and assertive strategies to interact and convince each consumer to choose their brand, product or service. As a result, create a solid relationship with your consumers and sell a lot more every day for a long time.
Therefore, understand now what it is and how to make the customer journey in 05 Practical and Sure Phases. And so, being able to make a lot more sales every day! You want to receive tips and information to set up your own business.
So subscribe to this channel and stay on top of everything you need to know to open your own company. To make a well-planned and very coherent customer journey, you first need to understand what the customer journey itself is. Which, in short, is the journey that a consumer takes throughout his relationship with a company.
In other words, it's the customer's story with the brand: from the first contact (whether it's a service, viewing some communication, visit, online content, among others) to completing the purchase and post-sales follow-up. In a practical way, a strategy is developed with the objective of understanding the needs, doubts and pains of the public in each stage of this journey. Based on this, it is possible to develop personalized strategies that can attract, educate and convert consumers into customers of your business.
In this way, it is considered that a purchase is not only based on the characteristics of a product or service. But yes, it involves other very important factors. For example, consumers are often unaware that there is a problem they need to solve.
Or don't even expect a personalized shopping experience. And that's where the buying journey comes in. With it, your company will be able to connect or interact with your audience at the right time.
Still, providing relevant and engaging information. AND HOW DOES THE CUSTOMER JOURNEY WORK? It consists of different phases, which can vary in duration, depending on the type of purchasing process in question.
Basically, there are 5 phases or stages that customers go through during this journey, which are: 1. LEARNING AND DISCOVERY 2. RECOGNITION OF THE PROBLEM 3.
CONSIDERATION OF THE SOLUTION 4. PURCHASE DECISION 5. LOYALTY In this way, for each of these stages, it is necessary to adopt a specific approach that takes each client to the next phase.
Therefore, this process continues until the moment of the sale. And until later. That is, for your company to stand out and be chosen by consumers, it is essential to work and be present in each of these stages.
Mainly because of the fact that with a well-crafted customer journey, you or your business will be able to generate and add a lot of value to customers throughout this process. Thus, positively influence and convince your consumers at the time of their purchase decision. And that's exactly what we're going to explain now!
But if you want to go deeper, watch our video that shows what the Customer Journey is in more detail. To do so, just click on this button above or on the link in the description. So, HOW TO MAKE A CUSTOMER JOURNEY IN 05 VERY PRACTICAL PHASES 1.
LEARNING AND DISCOVERY The purchase journey begins when the consumer recognizes a problem or a need. And he believes that this can be solved by purchasing a product or service. This can be stimulated by internal factors.
As physical and psychological (for example: hunger, thirst and security). And external, such as offers and visual and sensorial appeals. For example: a customer can pass in front of a bakery and smell a freshly baked bread, which stimulates his hunger.
Or else he saw an advertisement for a car on TV, thought it was very beautiful and wanted to buy it. have one. And at this moment, consumers begin to research the subject and, consequently, possible solutions to solve this problem or need.
How to search for this theme on the internet, such as Google, Youtube or Social Networks, for example. At this stage, consumers are not yet intent on purchasing. They are just looking for information.
Here, consumers tend to look for more specific content that helps them understand the problem as a whole and present possible solutions. Therefore, the ideal here is to explain about the particular problem and offer possible alternatives to solve it. However, keep in mind that the approach is not meant to be commercial at this time.
But yes, educational. That way, avoid talking about your company or services. Focus on educating them so they see value in your content.
Creating a genuine connection. Because it is common at this stage that consumers do not yet know if they have a problem. Or, if you have already identified it, you have not yet fully understood it.
For this, it is possible to work content through relevant keywords that are related to these consumer problems. Thus, work so that your content is found by the public. Like content marketing, through blogs and videos, for example.
2. PROBLEM RECOGNITION Once consumers have identified a need, they go after a solution. Therefore, they start looking for information to solve this point.
And we can divide the consumer's sources of information into 4 groups: • Personal Sources: such as, for example, family, friends or previous experiences • Commercial Sources: such as, for example, advertising, vendors and displays. • Public Sources: such as mass media, social networks and news • Experimental Sources: for example, product handling and testing The influence of these sources varies according to the category of products or services and the characteristics of the consumer. That is, if it is a purchase of greater value, the consumer tends to seek more information and give more depth to the subject, comparing more brands and alternatives.
Here is a good opportunity to present your brand, product or service as a good solution to solve this problem. However, keep in mind that consumers are not yet ready to make a purchase. Therefore, the contents that your company can work on should continue to educate the public, but in a more targeted way.
But this is not the time to talk about selling. It's meant to be something more natural for now. As options, videos or comparative materials, posts for consideration, ebooks, among others, can be worked on .
3. CONSIDERATION OF THE SOLUTION With the information gathered, the consumer will evaluate the selected brands and products. And at this time, their behavior may vary.
Some may be more rational and others emotional. There is no rule. Here, consumers evaluated all the options and information they collected in the previous stage and compared the scenarios to make a purchase decision.
So, it is very important to pay attention to what are the most important attributes for your target audience. Because it is very likely that he will give up some characteristics of the product or service because of others that he considers more important to satisfy his need. It is important to know here that consumers are at a much more advanced stage than in previous stages.
That way, they already have deeper information to the point of being able to understand their problem or need well. So, a path here for your company is to create a sense of urgency for consumers to actually solve their problems. So now is the time to present what your product, service or brand is all about.
Thus, show that it is a great solution to solve the problem. Literally, it's the answer consumers need. As an example: tutorials, demos or samples of your product or service often work well at this point.
4. PURCHASE DECISION It is the purchase itself, when consumers have already decided what, where and from whom to buy. At this stage, it is very important to ensure that the product or service is accessible and simple to purchase.
Many companies try to make this moment memorable, providing a unique experience for their consumers. In this way, it makes the purchase even more special for customers. Make your actions to make each consumer very comfortable to make the purchase.
Therefore, make it very clear all the benefits and advantages that what your company is offering will provide consumers. Show cases of successes, customer testimonials, anyway. Be sure to show that your company, products or services are the best option to solve your audience's problems.
However, be careful to have a respectful, calm and not desperate approach. Respect the customer's space at all times. Be very careful not to disturb them.
Otherwise, the result will be negative and all the efforts made so far will be thrown away . 5. LOYALTY After purchasing the product or service, consumers will be satisfied or not.
Everything will depend on their expectations with what was actually delivered. That is, if the product or service exceeds expectations, it will make customers satisfied. Otherwise, you will have to deal with their dissatisfaction.
The great differential of companies is when they manage to enchant consumers. In this way, the company will create brand advocates, which will help attract more customers. Literally, make them loyal.
Know that several companies ignore this step, missing the opportunity to know if the product or service was able to satisfy the consumer's needs and build a lasting and profitable relationship. Keep in mind that happy customers come back to buy more from you. And they still indicate to acquaintances and are defenders of their brand.
So, for your customers who made the purchase, offer exclusive services or promotions, personalized services, special discounts, careful support, in short. And even connecting with them through social media or events to create a genuine, mutual and valuable relationship. Make your customers feel valued and important.
And a good way is also to ask for feedback and opinions on how they feel when relating to your company. Thus, you will always be able to work on any improvements and stand out in the market. Being even a great competitive advantage and differentiating yourself from the competition.
These are the 5 steps to work on the consumer journey. However, one must not confuse Customer Journey with Sales Funnel. They are similar subjects, but there is a small difference.
What a lot of people confuse. In short, the sales funnel, or pipeline, represents the process of guiding or accompanying the customer from the moment he discovers a solution offered by your company until the closing of the deal. The difference is that the Consumer Buying Journey considers the point of view of consumers or customers.
The sales funnel considers the company's point of view. Thus, working and developing actions for each stage of the consumer's purchase journey. Literally for: Attracting consumers, Generating opportunities for sales contacts and turning them into customers, Realizing the sale and continuing a lasting relationship through after-sales and loyalty.
So one is the answer to another. Therefore, if you want to better understand how the Sales Funnel (or pipeline) works, watch our video that explains this subject in a very practical way. To do so, just click on this button above or on the link in the description.
Have you seen how the Consumer Purchase Journey makes all the difference in creating opportunities and building relationships with consumers at the right and assertive times? For sure, if you work this theme well, the chances of having new happy customers and increasing sales every day increase significantly. Can believe!
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And just to recap the 5 pillars of the Consumer Purchase Journey: 1. LEARNING AND DISCOVERY 2 ACKNOWLEDGMENT OF THE PROBLEM 3. CONSIDERATION OF THE SOLUTION 4.
PURCHASE DECISION 5. LOYALTY We hope you enjoyed it! And if you want to learn more about how to set up and manage your own business, visit our YouTube channel where we have several videos on this subject, okay?
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