Instead, customers are often all over the place-bouncing from point to point, engaging with content along the way.Īnd what’s the best way to understand any kind of journey? A map. But the progression is never really that linear. Your customer journey explains how they get from Point A (not being a customer) to Point B (becoming a customer). On the other hand, 18-39s actually preferred online chat and email over the phone: Respondents in the 40-55 and 55+ age groups who were surveyed in the Customer Communications Review stated that phone calls were their preferred communication after a purchase.
For example, do you know how customers prefer to communicate with you after they’ve bought something from you (as opposed to before)? While some people really are just quick to changing their minds, customers not moving efficiently through your sales funnel could be a sign of a problem: you might not understand your customer journeys.
You’re left sitting behind the scenes wondering what the heck they’re doing. Or they subscribe to your emails, click through to your product pages, learn more about your offerings, but never take that next step to buy. They spend weeks researching your products, engaging with your content, and filling their cart-coming this close to finally making a purchase-just to abandon it before checking out. Customers can seem completely unpredictable sometimes.
