Truthful Marketing.
Strategy For Success
If You Don’t Know Where You’re Going, You’ll Probably End Up Somewhere Else.
This goes for your customers too…
This goes for your customers too…
Every interaction your customers have with your business builds a customer “experience” journey that they will tell others about…
BAD or GOOD!
YOUR
Customer Journey Strategy
WILL increase your
Ubiquity Footprint
Most Businesses Charge ahead…
-
Build A Website…
…because everyone’s got one
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“Do” Social Media…
…because everyone does it
-
Send Marketing Emails…
…because it’s the “only” way
And then they sit back assuming instant success, and then wonder why things didn’t work, and have troublesome customers.
Eventually they’ll give up, thinking that marketing is just too hard.
You probably know someone like that, right?
These elements are all important… in fact, ESSENTIAL. However, WITHOUT the right strategy to adhere to, NONE of them will synchronise to deliver a consistent, customer focused, personalised customer journey.
SUCCESSFUL Businesses Plan ahead…
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Understanding Market Trends…
…because customers make them
-
Learning Customer Needs…
…because while everyone has needs, making assumptions leads to mistakes
-
Foreseeing/Adapting To Customer Behaviours…
…because you can pre-empt them
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Devising no-brainer offers to demonstrate upfront value…
…because people buy-in sooner
-
Inserting catchnets to save customers ‘ dropping-off ‘
…because replacing LOST customers with NEW customers costs 4 times as much.
-
Building Trust In Your Brand…
…because trust is a value
-
WOW Factor…
…because happy customers return
-
Surpassing Customer Expectations…
…because they’ll spread the word
Mind The ‘Customer’ Gap
What you are probably experiencing now is:
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Not enough IDEAL customers see you. So, you spend 80% of your time on your WORST customers… while your BEST customers go un-noticed.
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Not enough exposure as the expert you are! And when there is, you still are not getting your share of the market. Why? Being the expert is not the only thing people look for, even with good marketing.
Did you know…
- 65% of customers find a positive experience with a brand to be more influential than great advertising.
- 73% of customers say that customer experience is a very important factor in their purchasing decision.
Note: Customer experience starts long before you know of them. - 80% of consumers point to speed, convenience, friendly service (as well as knowledgeable help) as the most important elements of positive customer experience.
(studies by PWC)
-
Not knowing how many are seeing your services & offerings (via the website or any other source) OR knowing how many are leaving without taking the next step.
That is the difference between a CUSTOMER and a LOST OPPORTUNITY!
Did you know…
- More than 6 in 10 consumers go to a website or mobile app first.
(study by American Express) - ONLY 10% of consumers are willing to stay online for over five minutes for customer service.
(study by Genesys) - 42% of espondents have LEFT a business due to poor customer service.
(study by New Voice Media)
-
Not enough sales… an obvious one, yes, but did you know that the global shopping cart abandonment rate is 75.52%? There is a reason for that, and it is rarely WHAT you are selling.
Did you know…
- MORE than 50% of Americans have scrapped a planned purchase or transaction because of bad service.
(study by American Express) - Satisfied customers are more likely to upgrade or add services and are less likely to cancel. So, find out how to satisfy them BEFORE they purchase.
(study by Mckinsey)
-
Too many customer drop-offs… i.e. Your customers “drop off the face of the earth” after only one purchase… Not enough returning, overly satisfied customers… or not a good enough follow-up offering, or system to deliver it at the right time.
Did you know…
- 9 out of 10 consumers value when a business knows their account history and current activities with that company.
(study by Genesys) - Lack of speed in interactions with their suppliers is the number one pain point, mentioned twice as often as price.
(study by Temkin Group) - 63% of consumers say they’d share more personal information with a company that offers a great experience.
(study by PWC) - 30% of consumers switch providers because they feel that there is no reward for loyalty.
(study by CallMiner) - Loyal customers spend 67% more than new ones.
(study by CMO)
The Truth is that your customer experience journey DIRECTLY affects your business!
You probably could figure out where the gaps in your customer experience journey are yourself and even how to fill them over the next couple of years…
Or instead…
Trust 25 years of customer experience journey expertise working with you, speeding up the process so you can start implementing next week!
” If you don’t make time for your wellness,
you will have to make time for your illness. “
Why should your business be any different?
It’s time to improve and master your
Customer Journey Strategy
to increase your
Ubiquity Footprint
The GOAL of your clearly defined,
Customer Journey Strategy
The goal is to strengthen YOUR exposure by designing, creating and implementing a solid strategy to enhance your customers’ journey which will “drive” more ideal customers your way and create a “tribe” of followers…
who stay with you!
who stay with you!
You can turn the way you communicate and support your customers from:
Re-active to PRE-Active to PRO-Active!
Instead of chasing a horse after it’s bolted,
lead them calmly to your greener pastures!
lead them calmly to your greener pastures!
BUILD a self-sustaining customer journey and ENJOY:
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HIGHER converting niche focused webpages
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INCREASED email open rates
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EXPONENTIAL Social Media Reach & Followers
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IDEAL customers with a HIGHER value
-
GREATER Customer retention
Our Strategy Method…
We will generate a process with you that will actually grow your business by enhancing and developing the foundations required to create and implement a solid, successful strategy for YOUR business.
Over the last 19 years, this proven process has achieved exponential results consistently within all the variety of industries we have worked with.
Together we will create:
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Clear and carefully analysed target market avatars – where they hang out and WHY.
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Successful and consistent customer journey with added value “WOW” Factors to surpass your customer expectations.
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Flexible marketing plan to optimise on seasonal demands and foresee challenges – turn re-active into PRE-active.
Together we will create:
-
Clear and carefully analysed target market avatars – where they hang out and WHY.
-
Successful and consistent customer journey with added value “WOW” Factors to surpass your customer expectations.
-
Flexible marketing plan to optimise on seasonal demands and foresee challenges – turn re-active into PRE-active.
This will not “magicly happen over night”…
it takes planning and hard work…
Are you ready?
Strategy & Follow-up Steps…
Part 2 Strategy Session explained…
Synthesise
Learnings…
> Establish
> Review
> Analyse
-
Establish where your business is now, where you would like it to be and where customer opportunities can be explored.
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Review your current customer journey to identify where extra WOWs can be added and fill any of the gaps.
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Analyse the lost opportunities and turn them into possibilities.
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Create a focused approach to attract your ideal customer.
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Precede The Need – Identify your customer’s behaviours and needs and focus a campaign to meet and exceed them.
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Define how to engage, and how to grow your database list.
Target
Audience…
> Profiling
> Positioning
> Prospecting
Target
Audience…
> Profiling
> Positioning
> Prospecting
-
Create a focused approach to attract your ideal customer.
-
Precede the need – Identify your customer’s behaviours and needs and focus a campaign to meet and exceed them.
-
Define how to engage, and how to grow your database list.
Customer Journey…
Develop new ways to attract customers and strategise online and offline positioning tactics.
1 – Customer Sourcing
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Determine clear and carefully analysed target markets you can communicate with – where they hang out and WHY.
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Add new 1st points of personal contact – i.e. in every social media post/advert/lead source/website contact/enquiry point of engagement, we will enhance the customer experience and interaction at each step in that customer journey sequence up to and from that point.
2 – Customer Journey Mapping
-
Primary Objective
ONLINE – Mapping out the journey from the first point of contact with online prospect sources (e.g. Google, YouTube, Facebook, Twitter, etc. etc.) to point of purchase and further customer engagement.
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Secondary Objective
OFFLINE – Mapping out the journey from the first point of contact with offline prospect sources (e.g. walk-in-customer, phone call, direct referral, advert in print, billboard, radio /interview advert, etc. etc.).
3 – Ways to Incentivise and Generate Leads
Take the offer to them – go from Re-active > Pre-active to PRO-Active!
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Devise front-facing offers to the customer journey sequence to entice the start of a relationship.
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Content “help” ideas to grow your list of followers.
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Form a “Share” strategy to create a viral buzz around your knowledge and expertise, increasing your Ubiquity Footprint.
4 – Added Value WOW! Strategy Ideas to:
-
Adopt methods to continue to over give to everyone you meet online just as you will “hopefully” already do now in person.
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Improve the Customer Journey experience by adding extra value where possible at each point a prospective customer sees, hears or reads about you.
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Added value ideas at purchase points to go above and beyond customer expectations.
5 – Customer Follow-Up System
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Follow up strategy to reach out to customers, dependant on their behaviour and/or product purchase.
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It costs 4 to 12 times more to “convert” a new customer than to keep a current customer!
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Enhance (or set up) your system to show that you “care”… (even when you’re on vacation) with notifications on “Need-to-knows”, personal greetings, seasonal updates and annual check-ups!
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CRMs (Systems and setups to email, tag, segment and communicate more personally with contacts).
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Landing and website pages required to adopt customer journey findings (target market, product demand, etc.).
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Online Social Media platforms and Offline marketing & promotional materials.
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Media creation tools
Define Marketing
Materials…
Define Marketing
Materials…
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CRMs (Systems and setups to email, tag, segment and communicate more personally with contacts).
-
Landing and website pages required to adopt customer journey findings (target market, product demand, etc.).
-
Online Social Media platforms and Offline marketing & promotional materials.
-
Media creation tools
Content
Topics…
No one cares about you… (gulp, It’s true!) They ONLY care about themselves! It’s time to place yourself in their shoes… to devise:
-
How you can help them save money.
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How you can cure THEIR pain… And more!
-
What do they want to know how to do.
-
Where they can get it.
Content
Topics…
No one cares about you… (gulp, It’s true!) They ONLY care about themselves! It’s time to place yourself in their shoes… to devise:
-
How you can help them save money.
-
How you can cure THEIR pain… And more!
-
What do they want to know how to do.
-
Where they can get it.
Outcome…
This will determine exactly which elements we need in place, online and offline, to make sure that your customer journey is complete, rewarding and business building.
Our sure-fire way to help you succeed is to
plan, implement, measure, innovate and improve
every step of your Customer Journey to reach your goals!
Plan
Implement
Measure
Innovate
Improve
Achieve Goals
Still thinking “linear”?… let’s think “exponential“
A Quick Sample of One Customer Journey Strategy
This is a snippet of the first part of a potential larger customer journey. This represents an example with just one of the landing pages, opt-ins and email marketing and communication plans that emerge from the strategy process. For this client the line leads to 4 different, customer behaviour centric journeys.
If you are wanting us to work with you, it means you already have a great company ethic, quality services, unique personal care & support values AND the knowledge and clout to back it all up.
Frankly, we would not work with you if you didn’t.
Frankly, we would not work with you if you didn’t.
Interested?
Let’s talk…
The first step is for us to have a chat. Let’s put our heads together about all the possibilities and potentials, cover any questions you might have, and begin to increase your Ubiquity Footprint!
Click here to CONTACT US and let us know your preferred method of contact.
We look forward to hearing from you.