Consumer journey

When do your prospects and customers come into contact with your brand? Why does it take place in that particular place or at that particular time? And what do they do next?

Obviously, there’s no one right answer. Depending on the number of possible points of contact with your brand, the number of scenarios increases exponentially. However, it’s a good idea to know which are the most common, the most promising or the most sensitive, for example, so that you can anticipate the needs of your prospects and customers. This allows you to increase brand satisfaction and awareness and convert more prospects into customers.

At Spike, we set up customer journeys for most of our clients. We list all the possible contact points, we examine the targets, we prepare personas if they don’t already exist, we collect data from your after-sales service and marketing team, we analyse everything and, finally, we create several scenarios that respond to the path taken by as many prospects and customers as possible.

The customer journey can be tracked for many different purposes:

• Increase brand awareness
• Attract prospects
• Increase customer satisfaction
• Reduce the number of complaints
• Convert prospects into customers
• Pad out the average shopping basket
• Increase the number of repeat customers

Are you currently working with scenarios or a customer journey? Are they up to date and do they include all the touch points (perhaps you’ve recently launched TikTok or Pinterest, two new contact points, for example)?

Let’s go through the different options available to your customers and prospects, and make life easier for them!