Customer Experience, Customer Loyalty, Customer Retaining, Touchpoints Marketing
February 18, 2021
User experience involves focussing on the steps prior to your customer purchasing your product and making sure your service leaves a positive impression.
If your brand can provide an outstanding service at all steps of your sales funnel, your customer WILL favour you over a competitor. Modern technology and data gathering techniques can assist you in this, but it’s also about connecting with your customer by providing an authentic experience on their purchasing journey.
“You’ve got to start with the customer experience and work back toward the technology – not the other way around.”
– Steve Jobs (former CEO of Apple)
WANT TO LEARN MORE?
GDR Media Group is a boutique marketing agency that assists businesses such as yours in all steps of their marketing strategy, including user experience.
For any user experience to begin, there must be a touchpoint. This is the initial contact your customer has with your brand. The best brands successfully use many channels to reach their customer from digital to print, radio and TV to outdoor advertising.
How you target your AUDIENCE, curate your MESSAGE and EXECUTE your campaign forms our proven AME formula. This has been built to compliment how your marketing strategy will align with your sales funnel in terms of the following:
Awareness: The moment a user first discovers your brand.
Consideration: Your customer is interested but not ready to buy.
Intent: The point at which your customer is ready to purchase.
Purchase: The moment your customer purchases your product or service.
We can help you get from A to B as your dedicated business partner.Give us a call today😉
With your sales funnel in mind and touchpoints in place how are you tracking your customer to retarget your message and amplify the opportunity for them to make a purchase?
One example of tracking your customer is using QR codes. They are now embedded in our daily activity so let’s utilise them in your next marketing campaign!
For example, if you are sending out a direct mail campaign you could command your customer to scan a code so that they head direct to a web page or video. Through unique URLs you can then measure the success directly from this campaign!
If you’re advertising your product on Facebook you may be familiar with the pixel that you can drop on your site to track how people are interacting with your ad campaign. This pixel can track any kind of interaction your customer may have with your brand, right through to when they add your product to checkout. This allows you to measure ROI effectively.
By utilising methods such as these, coupled with nurturing leads that you may be gathering through online forms, will allow you to evaluate your user journey from beginning to end. If you’ve got lots of people getting to your online checkout but a huge drop off in your customer following through with a purchase, why is this? Bringing us onto step 3…
So hypothetically your customer has seen your advert on television. They’ve responded to your call to action and visited your website, what does this process now look like for them? It should be slick, modern and easy-to-navigate. You don’t want your customer to see a cluttered website with a slow load time and complicated interface, but one that can be effortlessly browsed. Furthermore, it’s imperative that it is device friendly across both iOS and Android, not just desktop and laptops alike.
At the final stage of purchase are you offering your customer credible, recognisable and accessible means of paying for your product or service? Payment options such as Paypal and Afterpay allow customers to pay easily and securely. But also have you integrated these platforms seamlessly into your site so that your customer doesn’t gives up halfway through the process!
It’s important that the purchasing process is convenient for the customer. This will make them more inclined to repurchase. When customers are satisfied with your products, and you continue to re-target them through touchpoints, there is a greater chance for them to see your brand in a positive light, making them more inclined to be a loyal customer.
81% of Australians still prefer dealing with a human over digital channels (source: B&T)
This means ENSURING that your service doesn’t rely too heavily on digital channels to communicate with your customer. For example, do you have a phone number clearly provided on your site or a live chat? Are you showing the people behind the brand to form that human connection? Ultimately you should attempt to maximise your opportunity to allow your customer to interact with your brand, making their experience the most positive it can be.
With these five steps guiding your user experience from beginning to end GDR Media Group is here to answer any questions you may have and help your business to propel forwards.
😍 IDENTIFY YOUR CUSTOMER’S JOURNEY
📖 MAXIMISE THE EFFECTIVENESS OF YOUR TOUCHPOINTS
📣 HELP YOUR BRAND PROVIDE THE BEST USER EXPERIENCE POSSIBLE
October 28, 2020