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In the last post, we introduced the customer journey map and explained why it was important for your business. Now we’ll look at the 5 stages your customer will go through as they interact with your brand along their journey.
There are 5 stages to consider for your customer journey map.
1. Awareness: How are they finding you?
2. Acquisition: How are you converting them?
3. Onboarding: How do you nurture that lead to become customers?
4. Engagement: How are you engaging with them constantly?
5. Advocacy: How are you turning customers into brand ambassadors?
Engage with Your Audience
Now you have your map, and road planned out for your customers. Ask yourself how you’re going to increase engagement in each of these areas.
Who is the customer you are talking to, and what topics do they like to engage with? Talk about these areas most when sharing content or creating a marketing message.
Consider the content you will use to engage them. How does it start and continue the conversation that already exists in your customers’ minds?
Talk directly to your target customer at various touchpoints along the journey, to keep the customer acquisition process moving forward.
Personalize your messages so it’s hyper-targeted towards the customer. The more targeted you are, the better your message will resonate with your audience.
Ending the Journey
With customers, there is no end to the journey. Continuing to foster customer satisfaction and brand advocacy is key to business growth. Keep engaging with customers from the start to the end of their journey, and beyond.
Your customers are both online and offline, so if you can find alternative ways to connect with them in various channels, you’ll have the best chance of converting and keeping them.
Use happy customers as a voice for your brand. Share their stories, reviews, answers and interactions. Use their stories to create content and marketing plans that are catalysts to further word of mouth.
Social media doesn’t exist in a silo, so connect with customers along multiple touch points in the customer journey. This will solidify trust, create connections, spark word of mouth and ultimately grow your business.