See – think – do – care, a 4-steps model
Understanding the customer journey is essential for any company wishing to successfully attract new customers. In this article, we will explore in detail each of the four “see”, “think”, “do” and “care” stages of this “customer journey”.
Our aim? Optimize your marketing strategy to maximize conversions and enhance your customers’ experience. Are you ready?
First, what exactly is the customer journey?
The Customer Journey is the series of interactions between a prospect or customer and your company, from the moment they become aware of your existence to the moment they make a purchase, and even afterwards… It’s a representation of the customer experience, which enables us to understand the different stages reached during the various exchanges.
So, what are these 4 phases?
The first stage of the journey is the “See”, the moment when a potential prospect has identified a problem or a desire, and discovers your company and/or your products and services. At this stage, your prospects are likely to discover you through online advertising, word-of-mouth recommendations or web searches, for example.
To optimize your marketing strategy at this stage, it’s important to ensure that your company is easily visible and accessible online. This means having a quality website, a good presence on social networks, targeted advertising and well-designed search engine optimization (SEO) strategies. By creating a strong online presence, you can ensure that your business is easy to find, and that potential customers can find the information they need to take the next step. Even if it means boosting your visibility with SEA and SMA advertising to trigger meetings on a specific topic.
During this stage, the visitor begins to consider buying your product or service. At this stage, prospects are likely to be looking for information not only about your company, but also about your competitors. That’s why it’s so important to stand out from the crowd!
It’s important to feed customers with valuable information about your company and your products or services. This can be done through blogs (like here), educational videos, white papers or even guides. It’s also essential to differentiate yourself by highlighting your unique value proposition and creating a consistent, high-quality user experience.
We often speak of six to eight repeated contacts with a prospect before he can consider moving on to the next phases. The two phases #See and #Think are therefore essential to ensure you fill your sales pipe 🚀
In other words, it’s when the prospect makes the decision to buy your product or service. They become a customer 🥳. At this stage, customers are likely to fill in a contact form, place an order online or visit your physical store.
The aim here is to make the purchasing process as simple and intuitive as possible for the customer. This can be achieved by offering easy payment options and providing clear information on delivery times and return policies. It’s also important to follow customers throughout the purchasing process to ensure they have a positive and memorable experience.
The final stage of the customer journey is “Care”, which is when your customer continues to interact with your company, even after the purchase. At this stage, it’s essential to ensure that the customer is satisfied with their purchase, and to provide excellent after-sales service. According to a Harvard Business School study, increasing customer loyalty by just 5% can lead to a 25-95% increase in profits. This is obviously not insignificant for your business.
So it’s important to continue communicating with customers after their purchase or service. This can be done through meetings, follow-up e-mails, satisfaction surveys or NPS (Net Promoter Score), loyalty programs, rewards or even promotions to encourage customers to come back and buy again.
It’s also vital to ensure that your customers are satisfied, that they have a positive experience with your company. By providing excellent after-sales service, you can quickly resolve customers’ problems and concerns, boosting their confidence in your company.
The “Care” phase is the ideal time to ask customers to share their experience with your company. Positive testimonials can be used to reinforce your company’s credibility and encourage other potential customers to buy from you. They may even become your first ambassadors!
By understanding the different stages of the customer journey, you can optimize your marketing strategy to deliver a consistent, high-quality customer experience at every stage. By developing a strong online presence, providing valuable information, simplifying the purchasing process and offering excellent after-sales service, you can increase conversions, strengthen customer loyalty and thereby enhance your company’s reputation.
This customer journey model is a key element of your successful digital marketing strategy. Work each step of the way optimally, and make sure that your different teams are involved in each of the different phases (marketing, sales, support, …). It’s up to you!
Would you like to discuss it? Meet us at ☕️ and let’s see how we can meet YOUR objectives!