From the moment a potential customer hears about your brand or finds you online, there are limitless variables that influence whether they’re going to do business with your brand. A customer journey map is crucial to identifying these variables and understanding what makes customers finally tick and make a purchase. This knowledge will allow you to accordingly optimize your marketing process and attract more clients.

We’ve already discussed the different components of a customer journey map and how you can create an effective one to better cater to the needs of your customers at every stage of the customer journey. Now, let’s take a look at the five stages of the customer journey map and how Assist90’s Business App can help you improve your customer’s experience with your business at each stage.

How to Attract More Clients with Assist90’s Business App?

The customer journey map consists of five crucial stages—awareness, findability, reputation, conversion, and advocacy. Our innovative Business App is equipped with a plethora of features to help you focus on what matters most at every step of your marketing process—ensuring customer satisfaction.

Awareness

The first and most important step in the customer journey is that customers are aware of your business. With the rising popularity of the internet, Google and other search engines, and social media platforms, it has become very easy for people to find exactly what they are looking for online.

As the majority of shoppers first find out about local businesses online, you need to maximize your digital presence to reach a wider audience. This means that you should have an active presence on search engines and social media platforms, something the Business App can help you with. As it comes with a Social Marketing Composer feature, you can now create, schedule, and post creative and engaging social media content across platforms—all from a single dashboard.

As the awareness stage is your biggest opportunity to make a powerful first impression on prospective clients, your content strategy plays an invaluable role. From websites to social media, blogs, and digital ads, you need to ensure your content is concise and caters to your buyer personas’ unique needs.

For example, someone who is not aware of your dealership or the services you offer might come across a blog on car maintenance tips that links back to your website. This will not only let prospects know that you exist but will also establish you as an industry expert and increase brand credibility.

Findability

Another important step in optimizing your customer journey is making it easy for customers to find you online. Remember, it is very easy for prospective customers to choose a competitor business if they can’t find you online.

82% of all smartphone users conduct “near me” searches, and you need to show up on these searches. Apart from building a mobile-optimized website, you also need to claim your online listings and ensure that they are accurate, up to date, and consistent across the internet. Inconsistent business information can not only make it more difficult for customers to find you but will also cost you your brand credibility.

With Assist90’s Business App, you can view your business information across listing sites and online directories and confirm that your business information is accurate and up to date. Additionally, our Executive Report will give you direct insight into how your website is performing compared to your competitors and what you can do to improve your SEO score.

Reputation

At this stage, customers are considering the pros and cons of choosing you over your competition. So, you need to actively provide them with as many reasons as possible to further their relationship with your brand.

Even the smallest of things can turn your clients away from your business. So make sure everything is up to date and perfect—starting with your website. An informative website that answers your clients’ questions and gives them an accurate picture of your services is crucial to building customers’ trust.

You also need to be aware of the influence online reviews and social media have on the customer journey. 91% of people between the ages of 18 and 35 rely on online reviews as much as they do on personal recommendations.

Monitor, react, and respond to all mentions and positive and negative online reviews, so your customers feel seen and heard. This will also allow you to humanize your brand and make it easy for target audiences to relate to you. Moreover, you will also be privy to what prospects and existing customers think about your brand and can use this information to streamline your processes for better customer satisfaction.

The Business App will also allow you to track mentions and respond to reviews on online platforms like Facebook and Google. You also have the option to create and customize review templates to match your brand voice and identity.

Conversion

Now that your customers have done their research and are aware of your services, they are ready to make a purchase! During this phase, you need to direct your attention towards optimizing your online “micro-interactions” with customers to create a positive and seamless experience.

A user-friendly e-commerce website that is safe and easy to navigate is crucial to converting visitors into long-term customers. If buyers face failed payments and other negative issues on your website, your chances of repeat business will reduce dramatically.

Make sure that you have proper systems in place to not only avoid complications but also address complaints if any arise. Our inbox messaging platform equips you with a customer communication hub, where buyers can lodge complaints and give feedback through channels they are most comfortable with.

Advocacy

It is a common misconception that a brand’s relationship with a customer ends after the initial purchase. Your market strategy must include processes that strive to keep customers coming back to your business.

Always respond to any reviews your customers may have, whether it is positive or negative. You also need to be proactive about encouraging customers to submit reviews. You can do this by setting automated email reminders requesting customers to send feedback. This will also ensure you stay at the forefront of your clients’ minds long after they’ve left the store.

Assist90’s Business App is just what you need to streamline the customer journey process and ensure they have a memorable experience with your brand. To learn more, visit our website or give us a call at (314) 560-5649 today to book an assessment.