To encourage customer loyalty, businesses should look into Creating a Consistent Customer Experience. To understand your customer’s experience using your business, to a large extent, you have to relive their experiences. This starts with making a visual customer journey map. The customer’s journey map summarises every step that led your customer into making a purchase or requesting your services. There’s a lot to be said here but, we’d take it one step at a time.
A customer’s journey map is simply a visible representation of what your customer’s journey was (In other words, a display of what it would feel like for someone to patronise your business). It gives you a really good idea of what your customer thinks at every stage before, during and after each purchase. These stages the customer goes through are called Touchpoints.
After the evaluation, it is okay to summarise the Touchpoints into three.
This stage is all about the customer noticing your business. Could be through an ad on MTN EnGauge or any social media platform. Alternatively, you could use other means such as; a radio jingle, TV advert, and one on one recommendations. However, the information about how your business was communicated to the customer should be accessible information. Want to learn more about how important brand awareness is for your business? Here are a few tips on how to increase your brand awareness.
At this point, the customer gets curious about the product/service and decides to reach out to find out details of the brand and what is involved in purchasing the product/service. This could involve visiting your store, calling your given mobile number, social media DMs, and other means of communicating with you. Once a customer verifies that the business is genuine through confirming the business address or reviewing their social media pages to find out the details necessary for the purchase, they can now decide whether to buy the product or not.
Let’s assume that the customer decided to go through with the purchase. Then, the customer considers; the payment method to use, delivery process, cost and other necessary details.
After purchasing and making use of your product, the customer shares experiences through; feedback, returning to make another purchase, sharing testimonials and lastly, referrals. Feedback from a customer enlightens you on what could be done better, and what could make the process less stressful and swift
Here is a practical example:
With these steps, you not only create consistency, but you also create a loyal clientele that in the future will act as your brand ambassadors.
To learn more about Ajua, our product Engauge, and the ways in which you can create a Consistent Customer Experience, please contact us at [email protected]
By Faith Imokhai