What Can An END-To-END Customer Journey Do For Your BUSINESS?

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What Can An END-To-END Customer Journey Do For Your BUSINESS?

What Can An END-To-END Customer Journey Do For Your BUSINESS?

The phrase “End-to-End Customer Journey” sounds confusing. What is it?

1. It’s definitely something you’ve heard of and…

2. It may be something you’ve already implemented into your business and didn’t know it

An end-to-end customer journey, or customer experience, is simply the entire journey a customer has from when they first think they need a product or service to when they check out and receive the item.

It takes thinking of your touchpoints, emails, landing pages, content, all the fun stuff that makes up your brand as a whole AND NOT as single moments in a customer’s journey. 

Of course, your customer’s interaction shouldn’t just end at check out. 

Further nurturing the relationship is a big part of the end-to-end customer experience. 

This includes many Segwik favorites: 

yes customer service support 

yes nurturing emails

yes requesting reviews and referrals 

Ok, so you have your customer journey mapped out, now what?

Start layering all the little things that are going to expand your customer journey. 

We’re talking about:

yes chatbots

yes automated funnels

yes actively listening to feedback

yes implementing a CRM 

yes visually mapping your customer journey

A chatbot is a great tool to have for all guests coming to your website. You may not always have a sales team member, customer service representative, or yourself at hand to answer questions, and a chatbot is a great way to keep a customer or lead engaged even when you aren’t there. 

Set up automated funnels that ask how a product or service was after the purchase. These emails place the nurturing seeds that turn customers into your biggest brand cheerleaders. It’ll also help you target issues and problems BEFORE they get out of hand and hurt your business. Nurturing funnels and automated emails are one of the easiest steps you can add to your customer journey and often the most neglected. 

Listen to your feedback. No one likes to be pitched items and services when they don’t need them. You don’t like it. Your customers don’t like it. No one does. You don’t want your company to spend money on advertising only for it to fall on deaf ears. Listen to what your customers are saying about services, pricing, marketing, and beyond to get to know your audience better AND be able to provide top-notch personalized experiences.

Of course, you know how we feel about the next point. Implement a CRM that will help you manage BOTH your day-to-day tasks AND customer interactions. Your CRM should have a communication suite where you can record interactions a customer has with your brand - especially handy for delivering a customized experience. These records can track any positive or negative experiences your customers have with your brand. Plus, your CRM should let you create unique audiences where you can directly target the customers you want in order to maximize your messaging and content.

Creating a visual representation of your journey is a great way to see where your journey needs some TLC and where it’s doing great. You can see where your customers come into your brand, where some fall off, and what keeps the rest engaged to check out. 

This will give you a better understanding of your customer base and propel you forward toward creating accurate buyer personas, increasing retention, and providing an effective customer experience. 

The biggest take away here is your customer’s experiences aren’t insular. They don’t stop and end at each touchpoint. 

You want to create a customer journey that shepherds your customers through each stage of their buying journey and keeps in touch long after they’ve purchased.



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