The customer will make their purchase offline or online . If you are already set up for online sales , ensure that the brand ’ s website and checkout process are optimized for a seamless customer experience . During this stage , the customer may interact with the brand ’ s customer service team if they have any questions or concerns .
To encourage repeat purchases , brands may offer loyalty programs or special discounts to customers who make multiple purchases . It ’ s also important for brands to provide excellent customer service to ensure that customers are satisfied with their purchase experience .
The Advocacy Stage
Once the customer has procured and interacted with your product then you may need to think about these essential questions : What additional products could the customer buy ? How can you improve the customer buying experience ? Will the customer refer us to others , and if so , why ? Be sure to nurture your relationship with customers to ensure they remain loyal to your brand . Email and mobile are top of the list , send a thank you email or SMS with more products and offers that they can consider . On SMM , thank your community by sending thank you messages , coupled with a promotion on a different product or service . For example , if a customer has bought a pair of sports shoes , you can recommend him / her to purchase , shorts , water bottles , and other accessories with exclusive discounts .
Reward your customers for loyalty , consider giving rewards for customer feedback , offer loyalty programs , exclusive discounts to active customers , or give referral opportunities to your customers . Use SMM , banner ads , and blog content to give customers advice in order to maximize the value of the purchase . Remember to share your contacts for future purchases .
After making a purchase , satisfied customers may become advocates for the brand , leaving positive reviews or recommending the brand to others on social media or in person . This stage is important because it can lead to new customers and increased brand loyalty .
Conclusion
In conclusion , understanding the digital marketing customer journey is crucial for businesses looking to succeed in today ’ s competitive digital landscape .
By creating a seamless and effective customer experience across all digital touchpoints , businesses can build brand loyalty , increase customer engagement , and ultimately drive sales .
From the awareness stage to the point of purchase and beyond , businesses must identify the key touchpoints and channels that their customers use and develop strategies to engage and convert them .
By utilizing the latest digital marketing tools and techniques , businesses can optimize their customer journey and stay ahead of the competition .
With a deep understanding of the customer journey , businesses can create a strong , long-lasting relationships with their customers and achieve sustainable growth in the digital age .
Emma Ngutu is a strategy , sales , marketing , and communications professional . She is the founder of Eagleye Marketing ; a strategic marketing , and communications agency that operates in East Africa . To reach her send an email to : ENgutu @ eagleyekenya . com