Customer Life Journey Final Stages 6, 7 and 8
This week we are continuing our conversation about the customer life journey and how that works in your business. In past podcasts, we've gone over basics of a customer life journey, life cycle funnel flow, and different aspects of each. Then we talked about the first three stages of the customer life journey, which are: 1) bringing awareness, 2) engaging and encouraging them to subscribe to be part of your list, and 3) inviting them to be part of your community.
We talked about conversion; making prospects customers by investing in one of your products or services and getting them excited about your brand, and also how that's going to reflect and build on your business.
We're now into the final three stages. And the first, which is step six, is to turn new customers into multiple buyers, meaning they buy from you not just once, but multiple times. Remember, we've already converted them into a low-level product or program or service, and we've gotten them excited about your business and how you interact with them. Now, since you have already laid out what programs, products, and services you offer, they are at a point that you will go into more detail introducing other programs, products, and services that will enhance either what they've already purchased and move them up your ascension ladder, or it will benefit them in another area of their lives or businesses.
This may also be structured as a staircase based on price, beginning with low entry-level offerings; for instance, a $7 product. Then you introduce a higher-level offering, such as a $35, $40, or $50 product, and maybe then a $200 or $300 product and from there on up to a thousand, or multiple thousand dollar offering. However, your program ascension list looks, that's what you should have.
One big thing to remember is advertising, because you are building awareness. Look at social media advertising with Google or in your local paper, radio stations, TV, or those types of things. You will be offering different products and services, not just your low-level offerings, so at that point, anybody can begin their customer life journey. Once new customers come in, you want them to become multiple buyers and buy more from you.
One big thing to remember is advertising, because you are building awareness. Look at social media advertising with Google or in your local paper, radio stations, TV, or those types of things. You will be offering different products and services, not just your low-level offerings, so at that point, anybody can begin their customer life journey. Once new customers come in, you want them to become multiple buyers and buy more from you.
One way to do that is to follow up with an email and ask buyers how it’s going:
“How is the (product or service)? Have you tried yet? If you have, I'd love to hear from you.”
Give them a link directly back to your social media and say, “We would love for you to give us a review.”
If you sell things on Amazon, you're going to be asking them to engage, and to go back and leave a review on Amazon. Amazon is really good about asking for reviews on your behalf as well, but these are testimonials. These are social proof that what you sell: your programs, products, and services, work for people. They indicate how people feel about their purchases. By asking buyers for their opinions you’ll be getting reliable information because it’s coming right from them. You're not paying them to give a review. This validates what you sell, what you do, and what you give, because people are sharing it back to you. You've asked their permission. “May I put this on my website?”
Make sure you're using some sort of sign-off because you want to make sure that legally you're in compliance. Video testimonials are awesome. So are written testimonials. Getting their picture or profile or them holding your program or product is awesome. So, ask them to spread the love, and that's really just sharing how they feel about your product, program, or service. If the review is bad, obviously you're not going to post it, but it still has value to you. Never be afraid to ask how your product or service worked for your buyers, and if it didn't work for them, asking them to share gives you feedback so you can adjust.
The positive reviews, pictures, and videos are all valuable assets to your business. Once you've gathered testimonials from new customers, you can make them a promoter. We’ll look at that in stage eight. You don't want to ask too early or before they know you well, but being a promoter might be as simple as making an affiliate post. Maybe you can reward them for them promoting something on your behalf. Maybe they have websites of their own, or maybe they are a social diva. Maybe they are out there, and have a big audience themselves and they would be willing to share your product and program. And if they do, you can give them a percentage of that sale back.
Asking customers or clients to promote your products or programs can be done through JV relationships. JV relationships are joint venture, and they're built with people who may not necessarily be your customers. That's a different kind of promotion. Again, this is stage eight of the customer journey and rewarding them should be something you should be thinking of. It's advertising dollars you don't have to spend, and people like to share. They like to spread the word. They like to brag about things that worked for them. And why not let them benefit for sharing that work for you?
So, now we've gone through all eight stages of the customer life cycle, and I hope this helped. We are here for you. There's a box below. Send us your questions. We're happy to support you and get back to you with the answers. Enjoy your visit. Thank you.
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