Do you know every touchpoint that customers have with your brand? More importantly, do you know what their experience is like with your brand at each of those touchpoints? Are they satisfied, happy, or frustrated?
Understanding your customer journey is the foundation of creating a special experience for your customers at each stage, and in turn improving conversions and retention.
Customer journey mapping is the process of using internal and external data to understand the stages of your customers lifecycle with your business. This covers all the way from the first time they identify they have a problem that your business may be able to solve, to becoming customers and in turn brand advocates.
Depending on your business, the lifecycle could be years long and involve hundreds if not thousands of touchpoints. This makes it so critical to map the stages of the journey and each individual touchpoint to understand which are the most important in converting and retaining customers.
The first step of any customer journey mapping process is to clearly identify the different types of customers who interact with your brand. They may have different goals, motivations and pain points so the approach when engaging them needs to be adjusted accordingly.
Personas are fictional representations of your different customer types which put a human face to the insights making it easier to relate to and understand their experience.
With the personas identified, we then move on to mapping each of their unique journeys. Among other things, these customer journey maps include their goals, actions, channels and pain points.
This information is gathered through a substantial range of research including on-site and campaign analytics, internal workshops, customer surveys and interviews and much more.
There are substantial benefits to customer journey mapping, with some of the main ones being:
Mapping your customers journey can be a complicated process however the rewards will be substantial in both the short and long term for your business.
We have partnered with some amazing brands, both Perth based and globally, to help them achieve their unique objectives. We work across their entire digital strategy to ensure that every step of the digital journey is clearly identified and optimised. See our case studies for examples of the results we have achieved in partnership with these clients.
Got questions? Well we have answers! If you are still a little confused or would like to discuss some options with our team, feel free to get in touch.
Search Engine Optimisation is a multi-step process with the aim of increasing the quality and quantity of organic, or unpaid traffic to a website. This is achieved by increasing the websites or web pages visibility on a search engine results page.
SEO is the abbreviation for Search Engine Optimisation.
SEO used to be optional, but with business shifting more and more to the digital landscape it has become a key component to outperforming competitors.
Search engines are becoming more intelligent and are focusing not only on SEO optimisation but how people are interacting with and using your site (User Experience). Having an optimised website that is also human-focused matters and should be part of any web sites strategy.
On-Page SEO focuses on optimising individual pages with the goal of increasing relevant traffic and higher rankings in search results. This can include, but not limited to, work such as creating and updating content and HTML Source code updates.
Off-Page SEO involves activities completed away from your website that help to increase page ranking in search results. This can include link building, social networking and brand mentions.
Technical SEO refers to website and server optimisations that help search engine spiders crawl and index your site. Effective Technical SEO’s main goal is to help improve organic rankings and drive traffic to a website.
SEO can be a long and daunting process full of keyword research, technical optimisation and audits. Take the pain out of appearing at the top of search results and contact us today to see how we can help.
At Bang, we believe no customer journey is exactly the same, and neither are our clients. We work with your team to identify where we can help with sustainable, long term business growth. Once we can establish this information we can advise on the cost of SEO for your business.
We’re confident in the work we do and believe you will love working with us and this is why we offer No Lock-In contracts.