Create a customer community: Create a loyal customer community to encourage customers to interact with each other and share their experiences, reviews... about products or services. Starbucks' Facebook customer community, for example, creates a space for customers to share experiences, interact with each other, and even stay updated on their latest products. According to the 2017 Facebook IQ report, customers in this community are 2.5 times more likely to return to Starbucks than non-community customers.
Create referral marketing programs (referral marketing): This is a marketing strategy based on encouraging existing customers to refer the company's products or services to relatives and friends through different channels. as social media, email, instant messaging or in person. Referral marketing is a way to increase the reach of potential customers through the trust and favor of existing customers.
Create customer-specific policies and services at the loyalty stage to show gratitude and respect to these special customers. For example, create personalized China WhatsApp Number List products (print customer names on products), give gifts, special discounts or give exclusive offers on special occasions such as birthdays, holidays...
Why is the customer journey important to your business?
The customer journey plays an important role for businesses because it offers many benefits such as:
Increase likelihood of purchase : A McKinsey study found that customers who have a better experience at some stage in their journey are up to 74% more likely to buy a product or service from that business.
Reduce customer churn: Understanding the customer journey helps businesses find customer problems and resolve them in a timely manner. According to HubSpot, 71% of customers will move to a competitor if they don't get good support after making a purchase.
Increase sales: According to a McKinsey report, businesses that focus on the customer journey can increase sales by up to 15% and reduce marketing costs by up to 20%.
Increase the ability to reach new customers: Research by Temkin Group shows that satisfied customers will recommend your brand to others. When a business provides customers with a positive shopping journey experience, they can easily share the business with friends and family or new potential customers.
The customer journey is an important part of your business. Therefore, businesses need to focus on the customer journey and ensure that the customer journey is always optimized. Businesses also need to constantly research and update their customer journey to adapt to market changes and meet customer needs in the best way.