Due to the ever-increasing digitalization, you will see that the customer’s purchasing process is also changing. It is almost exclusively online, where all information about products or services can be found. The buyer journey is the customer journey that the potential customer makes to ultimately decide whether or not they will become a customer of your company. A well-designed buyer journey is very important for the growth of your company.
Why is it important to improve your buyer journey?
For a new customer, the buyer journey is the start of the customer lifecycle. This means becoming a customer, being a customer and customer leaving. In the first phase, the customer gets to know your company and product or services. After the purchase, there are different phases of customer journeys in the phase of “being a customer” and europe cell phone number list perhaps even “customer leaving”. By improving each phase well, you ensure that the customer likes to remain a customer and that there is sufficient growth to also recruit new customers.
4 Steps to Improve Your Buyer Journey
1. Develop the scope of the buyer journey
Everything starts with re-mapping the customer journey. What name will the buyer journey get? Who are the new potential customers or which customers do we want to retain? It is important that you as a company properly construct what you want to achieve with the improved customer journey. By mapping all of this, it will soon be clear what you are going to work on and especially what you are not going to do. This is very useful if there are many different buyer journeys taking place with you.
2. Improve internal expectations of the buyer journey
Work out how the current journey is set up. Which phases does the customer go through during the current customer journey? How many and what kind of contact moments are there? Discuss well what expectations a customer has or can have during his customer journey. In practice, there are five phases that generally form the buyer journey. Also ask customers who are currently customers about their experiences with the buyer journey, how to sell online in quebec so you know whether something should be changed in the new plan, for example.
These are:
- Origin of need
- Orientation
- Gathering and asking information
- View concretely
- Make a choice
By creating a good picture of your customers and the process within your company, you will get a good visual elaboration of the buyer journey that you want to implement.
3. Mapping the new buyer journey
During the research, you will not only talk to customers but also to non-customers. You can gain a lot of information by asking non-customers why they did not buy anything from you. To collect customer feedback, you can perform qualitative and chile business directory quantitative research. Think of interviews or surveys. A quantitative research can give you good insight into where the moments of truth are during the purchasing process. You can then respond to this well or create a visual representation of it.
Make a plan about what the buyer journey will look like if it meets all the customer’s needs. By making an ideal sketch, everyone in the company knows what the points for improvement will be.
