If you understand the customer journey, you can create a website that answers questions at the right moment. First: is this the right company for me? Then: what does it cost? And finally: how do I get in touch?
What does this mean in practice?
The customer journey is the path a customer takes: from first realising they need something to the purchase and beyond. They recognise the problem, look for information, compare providers, get in touch, buy, receive help and perhaps recommend you.
Why does this matter for your business?
Once you know this path, you can set up your website and marketing to answer the right question at the right moment. First 'is this company right for me?', then 'what does it cost and can I trust them?' and finally 'how do I get in touch?'.
Examples and best practices
- At the start: guides and explanations.
- While comparing: reviews, projects, prices and guarantees.
- When choosing: easy contact and a quick response.
- After the purchase: ask for a review and send reminders.
How we do it at Ikoon
Ikoon websites are built around the customer journey: from a clear promise, through proof and prices, to easy contact. After an enquiry, modules such as Automatic follow-up, Lead inbox (CRM light) and Automatically collect reviews help you with the next steps.