Jeff Bezos once said, “We’re not competitor-based; we’re customer-obsessed. We start with what the customer needs, and we work backwards.” This philosophy and mentality set Amazon apart from its rivals, as well as the consistent standard of the customer experience.
In today’s fast-paced world, a seamless customer journey is non-negotiable. Consider this: the average cart abandonment rate is nearly 70%. The average time a potential customer spends on a website is 54 seconds, Why? Every extra click, irrelevant steps, slow-loading page, or brand inconsistency increases the risk of losing potential customers. If you do not capture interest within the first 10 seconds, you’re gone.
How can your business increase customer journey satisfaction and minimise the risk of losing a potential customer?
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- Segment and Make it Easy for Them to Buy From You: Nearly 70% of consumers want brands to offer a personalised shopping experience. It doesn’t matter if it is B2B or B2C, they want relevant content, customised interactions based on their preferences and interests, including segmented newsletters, offers and remarketed ads. For example, if you are targeting both direct to consumer and wholesale – the needs are very different as should be the experience.
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- Fewer Steps = Faster Conversations: Streamline your touch points (it takes 5 – 30 of them before your client is ready to buy so plan them out) and supporting platforms to guide customers directly to what they need. For digital platforms, simple navigation, reduced steps, transparency. For in-person interactions, focus on practical and to-the-point conversations.
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- Outcome-Focused Meetings: When meeting face-to-face, always ensure conversations are centred around making a clear decision about the customer’s goals before offering solutions that will deliver results. Show them exactly how you can help solve their problem.
At OH! Marketing, our team are passionate about understanding our client’s customer journeys, whether it’s optimising their websites first, refining their LinkedIn profiles and sales materials for campaigns or ensuring the steps to a successful tradeshow from booth design through to memorable promo products. Looking to streamline your customer journey or simply create one?
Let’s connect and chat.
