How we do it

What makes your customers tick? And at what point are they are ready to buy? Knowing how your customer will act during the buying cycle is fundamental to maximising sales. Which is why we’ve developed the seven-point Customer Journey.

Awareness

These days, consumers are bombarded with info at every turn. How do they first become aware of your brand, products and services? And how does this ‘first contact’ influence their future buying behaviour?

Mindset

The customer will quickly form an opinion about a product or service and whether it’s something they want – now or in the future. What control do you have over what they think about your company and your brand?

Trigger

The customer is aware of your brand but then something happens to change awareness to action. It could be a big event such as moving house or getting married or something small like the toaster breaking. At this point, they want more information. What drives them to choose you?

Investigation

The customer is interested and wants to find out more about particular goods or services. They speak to their friends, keep an eye on the TV and press. But increasingly they also go online. What does your online presence do to help customers find out more about you?

Acquisition

The customer’s wallet is twitching and they’re ready to buy. They just have to choose between you and a competitor’s products. What does your online marketing do to catch them when they’re hot and maximise every sale?

Retention

The customer is now your customer. But how are you going to keep them? Do you understand what they want now? Or what they might want in the future? And are you giving them an opportunity to communicate – to let you know what they think?

Loyalty

The final step is to make loyal advocates out of your customers. Gain their trust and they’ll do your marketing for you – recommending friends and championing your brand. And if you encourage feedback, they can even give you valuable insights to help your R&D stay one step ahead.