Transcription
If you want to get customers and retain them for a lifetime, then this video is for you. I'm going to break down the five stages you need to take your customer through as a journey with you so that they become patrons for life.
The first stage is the stage of awareness. This is the stage where it is your responsibility to make the customer understand that you understand their needs, their desires, their problems, and their pain points. And it is also your responsibility to showcase that you have the ability to solve their needs, to solve their problems, to fulfill their desires, and to solve their pain points. When you do this, that's when the customer gets aware of who you are.
Now, the question is, how do you do this? For that, the key action point for you is to start marketing proactively. You need to have mechanisms to grab the attention of your target customers. Add value to them by creating content for them to consume that showcases your understanding of their problems and showcases your ability to solve those problems. So, having a social media presence where you're creating content consistently and adding value to them for their needs and problems is the best mechanism for you to create that awareness about your business.
Now, once you nurture a client through the stage of awareness with consistent content on social media, then the next stage is the consideration stage, where your customer starts considering you as an option to buy from. This is where you've got to put some extra effort to build that relationship so you become a part of the consideration set of the customer. Now, for this, you can have simple activities like sharing testimonials of happy customers or showcasing case studies of impact of the previous work that you've done. Also, the key for the customer to consider you seriously is to have an excellent customer support mechanism. If someone visits your website, make sure you have a chatbot popping up and engaging them in a conversation. If someone sends you a message on social media, make sure that you're proactively reverting to their messages and building that conversation. That extra effort goes a long way in building that trust for them to consider you as an option to buy from.
The third stage is the stage of decision. This is typically the stage where you're nurturing the client from awareness to consideration to finally make that decision to buy from you. This is why you're giving them that additional push to take that leap of faith of working with you. This is where you are creating an environment and an experience that compels them to turn from a prospect to a customer and actually spend money on your products or services.
Now, for you to make sure that you are turning the prospect into a customer, the key action point in the decision-making stage is basically to create a seamless purchase experience for them. Make it effortless for them to make that decision. Make it effortless for them to acquire their product or service. This is where you either roll out an offer or you offer an easy-to-buy product or service which is a no-brainer product or service for which they will not think too much when it comes to spending their money. The idea here is for them to spend that money and experience the quality of interaction with you, therefore turning that trust now into a transaction.
Now, before we move to the fourth stage, I have a special gift for you all. I want you to do is click on the link given in the description below and watch a 40-minute training for absolutely free of cost, which is going to transform the way you build your business. More than 280,000 business owners have used the skills and systems I teach in this training and have been able to build a business where they're out of the firefighting, out of the game of survival, and building a business for growth and expansion. So, make sure you watch that training and take the right action for your business.
Now, let's move to the fourth stage in the customer journey with your business. The next stage is the retention stage. This is typically the stage where you need to excel in the promises that you made and give way more value than the money they've invested. This is a stage you've got to overdeliver so that they become your fans. This is the stage where the key action point for you to do is not just to deliver a great experience in whatever they've purchased from you, but also to continue to add value to them. Remarket to them either for a repurchase or to upsell to them another product or service which can add more value to them. So, you've got to nurture the client now into becoming a loyal customer in the retention stage. This is also the stage where you may have the opportunity to build a community of your happy customers, so people feel like they belong to something bigger and it's not just a transactional relationship with your organization. This is also the stage to roll out some loyalty programs for every single time that they purchase, they earn something as a benefit that they will value. Retention stage is the stage where you optimize your profits for the money you've spent in acquiring that customer. So, it's important that you have a seamless process designed in the retention stage.
Which then brings me to the fifth stage for you to take your customer through. The fifth stage is called the advocacy stage. This is where the customer turns from a client into a fan. They become your ambassadors in the market. They go out there and they are like your extended sales team and go and rave about the experience they've had of working with you.
Now, for you to take the client to the advocacy stage is not just about providing a seamless experience, but about providing a delightful experience which they didn't even anticipate from you. It's about surprising them with initiatives and engagement mechanisms that absolutely blow their mind and make them loyal fans for life. This is the stage you can also introduce a customer referral program where, just on the merit of the experience they've had of working with you, they are enthusiastically referring their family and friends to you. This is where you also encourage and create initiatives to generate content from the customers about you, so that that user-generated content becomes a powerful anchor about the work that you do in the market. This is the stage you also recognize your customers for how they've been amazing and reward them for who they are. That's when you will turn these customers into fans forever.
The key is to be proactive and consistent in designing this experience for your customers right from awareness to consideration to decision to retention to advocacy. It's in your control on how you're going to navigate the customer journey with your business. I hope you found this video insightful and actionable in your business. And for more such videos, make sure you subscribe to our YouTube channel. And if you want to continue your learning journey and get specific strategies and systems to scale your business, then remember to click on the link given in the description below and watch that 40-minute intensive training.