Mastering the Customer Journey

Making it in the modern business landscape is becoming more and more challenging. To keep up with the growing competition, you’ll have to adapt to the modern techniques of conversion. In other words, you’ll have to invest a significant amount of time and effort into personalizing your customer journey.

Gone are the days of blinding advertisements for the general demographic. Businesses today drive strategies based on customer journey mapping. As a result, they can target an accurate audience base and generate higher sales. Wondering how you can master the customer journey? Here’s how! 

“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little better.”

Jeff Bezos

Determine your Persona 

You must capture as much attention as you possibly can. As you introduce a new business or brand, the first action should be to build awareness and introduce your product to the customer. This is a critical part of the customer journey.

Before you do so, you will need to have a clear idea of who your customers are. Good knowledge of your customer base pay back ten fold in the long run.

Try to pick two to five personalities for your target market. What kind of person are they? And what’s their lifestyle like? Answer these questions before you plunge into driving a business strategy. 

Once you have a clear concept of who your ideal shoppers or clients are going to be and what kind of customers you’re trying to serve, you’ll realize that the path has become so much easier. 

Build a Competent Team 

Bring your key personnel on board. Your business is only as good as the staff. You might want to spend some time picking the best ones from the applications. As the saying goes, “hire slow, fire fast.”

Make sure that you’re preparing a diverse team that can offer a new perspective to the business. As you’re building your team, remember to include every division. Everyone has a role to play in customer satisfaction, and all input is valuable. 

Determine Customer Goals 

Once you have your team, use expert inputs to build an effective sales funnel for your products and services. As you have experts from every division, it should be rather easy to complete this task. So identify all the stages of your sales funnel and build a strategy accordingly.

Once you have prepared your sales to funnel, you can now set customer’s goals for every stage. How are you going to reach your customers, and what will stimulate their interest? Address these questions. Identify the questions that might strike your audience. And spend time figuring out how you are going to answer these questions? 

If you want to avoid guesswork, you will need to lay a thorough plan. We suggest you draw a table with a row and a column for each customer persona that you’ve developed earlier. Focus on your customer goals – it is an essential stage to master the customer journey. 

Nurture Your Audience 

Once you have captured your target audience’s attention, you’re going to have to encourage them to make a purchase. It’s very obvious that they won’t be willing to open their wallets at first glance of your products. You’re simply going to have to nurture them. And show them your unique business features. 

You may take a conversational approach to build a relationship with your audience. Respond to their calls and texts. Visit them if you need to. Simply engage with your audience and open conversations every once in a while. This is a wonderful way to personalize your brand and, therefore, your products and services. 

If you’re building an online business, be sure to include a responsive chatbot. If you come across as proactive, you’re definitely going to improve your shot at higher conversion rates. Automated tools can take care of programmed answers, and your customer service rep may step in when your customers need more in-depth answers. 

Be Friendly

Make sure that your conversation with your customers is friendly. Talk to them as if they are your friend. You may not want to go to a marathon with your customer, but building rapport is an essential part of the customer journey. 

Research about your customer base. If you find that your prospect shares your interest in sports, you may want to initiate a conversation about the latest sports events. 

Whichever approach you may take, make sure that your customers are having their queries met. This will only lead up to higher conversation rates.

Streamline the Purchasing Process 

Now that you’ve actively pursued a higher conversion rate, you should be prepared for streamlining the purchasing process. Make sure that the process is smooth. 

There’s a range of things that may come across as not making sense when your customer is making a purchase. For example, your business may have a no return policy. Or no privacy policy. Your products may feature a hidden shipping cost. Note that these policies are only going to act as a roadblock in the purchasing process, discouraging your customers from proceeding with the transaction. 

All these obstacles only make your customers ask one question – is your business reliable? These policies are especially discouraging when you’re trying to build a new brand in the market. You want to come across as a transparent brand that offers nothing but quality products. And even if your customers are not convinced by the service, be ready to take responsibility for your brand. Holding a no refund policy does not translate to that. 

Build Loyalty 

This is among the most critical stages in the customer journey mapping for your business. Your relationship with your customer does not end after they’ve confirmed a purchase. Instead, consider it as the beginning. 

If you want your business to thrive, you might want to foster your relationship with your customers and grow customer loyalty. Since they’ve already made a purchase and confirmed the transaction, you have their contact information and have data about their spending habits. It’s time to leverage that information and encourage further purchases. 

Since you know what kind of products interests them, you may offer a more personalized shopping experience to your customers. Be sure to interact with them by acknowledging their previous shopping history. Refer to their shopping preferences and offer suggestions.

Recommending products to your customers that you think might interest them is a classic business tactic. This method spurs a massive amount of sales for businesses. In the case of online business, you may want to invest in marketing automation tools. They will help you generate personalized ads for different customer bases. As you deliver more customer-specific ads rather than generic ads for all, you’re likely to generate higher sales. You may also capture leads and previous site visitors through this method. 

Evaluate and Repeat 

Once you have your strategy sorted, and begin working toward your customer goals, take time to evaluate your journey. You may begin by drawing a visual map of each touchpoint along the way and celebrate the milestones. Make sure to analyze how each touchpoint is facilitating your sales cycle. This will help you understand what you’re doing wrong and where you need to focus more. You’ll also be able to identify how effective your strategy is. 

Use surveys and ask for feedback from your customers. Assess your company’s achievements. Such an evaluation will help you identify and later work on the weak points. Address the problems that arise along the way. Therefore, you can grow from it. 

Repeat the process every now and then. Subsequent evaluations will help you track your business’s progress. It may surprise you how far you can go by following these simple steps. 


Spending time to master the customer journey will put you ahead of your competition. It’s a roadmap to a successful business.  

What does this all mean?

Well it means that you truly are a pseudo-psychologist. You’re going to find out what your customers are most passionate about and then capitalize on it. By also adding the personal data you learned about them will keep them entertained and keep them coming back for more.

It’s these small things you do with each and every customer to show you really care.

Do you need some help brainstorming your customer journey? Then shoot me an message so we can chat about it!