sales optimization through control over the implementation of contacts;
increasing trust among current usa phone list customers who have had positive experiences shopping in the online store;
customer retention, which is facilitated by various factors, including quality service and an attentive attitude towards the future buyer;
strengthening the team and improving the work process.
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The customer journey map involves going through the following stages:
the person is not familiar with the company or product, does not have an expressed need, or simply does not feel it;
the client needs something and is trying to find a way out of the situation;
the buyer considers the available options, choosing the most suitable one among them. At the same time, he studies reviews and overviews, tries to get a trial copy;
the consumer decides on your offer and places an order;
begins to use the product, adapting it to his needs;
the client is convinced that the product corresponds to the declared characteristics and the amount paid for it;
the consumer contacts the online store: requests help from technical support, pays for the purchase, subscribes to new offers, etc.;
if the client is satisfied with the quality of the product and service, he shows loyalty: makes repeat orders, recommends the product or brand to friends;
Alternatively, if the client is disappointed, he leaves you and writes a negative review.
The listed stages are plotted on one axis of the map, and the other characterizes the user's level of satisfaction. For each stage, you need to specify the point of contact - the client saw a publication about the product, read a review, left his number, etc.
Tracking performance and adjusting strategy
At this stage, the organization has certain conclusions regarding the new product and the success of demand generation activities. The marketing department is assigned the following functions:
customer journey monitoring and management;
determining the actual value of the customer;
application of multichannel analytics tools;
conducting A/B testing;
revision of promotion channels in favor of those that give the best results.
There is a generalization of information about the advantages and disadvantages of the product itself and the level of service in general:
Is the client satisfied with everything?
What do customers mainly highlight or criticize after using the product?
What ratings are given to the product?
Does the product help customers solve problems?
Next, the marketing strategy and customer journey map are adjusted, and the order of actions is determined to create a positive attitude in the buyer. First, you need to devote time to onboarding so that consumers get used to the product and the set goals are achieved. The audience's first impression can be found out by organizing surveys, encouraging customers to share their opinions about the purchase and honestly admit what they lack.