Customer journey overview

Now let’s consider the phases of the customer’s journey. In order to become a lifelong customer of yours, someone will need to be able to take the following logical steps.

• Find you

• Find out more about you (to build trust)

• Follow you

• Choose you (& the scales of sales)

  • The secret key method

  • Match the sales material to the investment

  • The hurdle tactic

  • Join the club

  • Risk reversal

  • Weight of evidence

• Buy from you

• Buy from you again (ideally)

Use these steps as a checklist to test that your plan is complete. While you do not need to go live with every element of your future business on day one, you should cover all the bases of the customer journey.

Let’s work through each of these logical steps in turn, looking at the main channels or content you might need to put in place to support a comprehensive end-to-end customer journey.

Photo by Drahomír Hugo Posteby-Mach on Unsplash