You have probably heard of the principle of the customer journey online ?!

Especially if you own a web project with the intention of selling goods or services, it is important for you to attract as many visitors as possible to your site and to convince them of your offer. However, this process is not always easy. Because even if you take various measures for Generate traffic a lot can happen from the first point of contact with your product or the offer of your service. For this reason, it often makes sense to keep an eye on the customer journey of your target group.

What does customer journey mean anyway?

The term “customer journey” comes from the field of marketing and describes the individual process of a customer from the experience through a product or service to the actual purchase. Because between these two steps there is often a lot of potential as a seller to react to the customer himself.

Because if you think about it for yourself, it rarely happens that you buy a product immediately after the first contact. As a customer, you usually need a certain amount of time to get to know the item or service offered, to build trust and to be convinced. Particularly in the case of high-priced items, where the risk associated with a bad purchase is significantly higher, customers usually need longer before they decide to buy. As a rule, you usually come into contact with the product or service a few times before you actually decide on it. These points of contact are called “touchpoints” in technical jargon, and by stringing together these different touchpoints, one finally obtains the “customer journey”. In other words, the path that a customer takes during a buying process.

What added value does a customer journey offer?

The more convincing touchpoints a customer encounters on their buying journey, the more likely it will ultimately be that you can convince them of your offer. It is therefore worthwhile to invest in these points of contact and to optimize them tailored to the customer.

Touchpoints can occur both online and offline and are, for example

  • classic TV or radio advertising
  • Newspaper advertisements
  • Posters
  • Advertising via Internet forums
  • Review portals
  • Manufacturer pages,
  • Blogs and banners
  • Social media portals etc.

Online touchpoints are much easier to track because, for example, you can read the generated traffic precisely by clicking a link, while with TV, radio, newspaper or poster advertising in the real world you never really know which channel the customer will ultimately use really got to you. Nevertheless, it is usually the combination of several touchpoints that moves a customer to buy. This is exactly why you should never focus on just one channel.

Because an effective customer journey with many convincing touchpoints has a lot of advantages to offer:

  • an optimized and aligned marketing
  • specific content for touchpoints that is geared towards the customer
  • a planned acquisition of new customers
  • the establishment of successful touchpoints
  • More traffic on your own site
  • Increase in sales
  • Generate higher profits

Successful web project via Projektify

A customer journey is always helpful when you are trying to optimize your website in a user-friendly and profitable way.

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