Discover + Learn/Consider
Service + Relationships
What do your customers do to find your business? Do they find it through a search engine or social media platforms?
How do they learn about your business? Do they read about it? Do they watch videos?
How do you customers take action to engage with your business?
Do they fill in a contact form, or call you from a contact page?
Is it easy for them to do?
What do your customers have to do to receive your service/product? Do they need an appointment? How do they follow up if they need further support? How do they let you know how their experience was?
What might your customers think about your business based on the information available?
Why would they choose you over a competitor? What questions might they have that are unanswered?
Your customers may be wondering what the process is for becoming a customer or the costs associated.
Do your customers think the process was convenient?Would they recommend your business?
How would the information you provided and how it’s presented make your customers feel? Confident? Confused? Inspired?
How might your customers be feeling about taking action? Confident and excited? Relieved with how easy it was to take action, or frustrated because it was difficult?
How might customers feel about your business experience? Do they feel satisfied?
Make sure your website is search engine optimized so your customers can find you.Provide useful content to ensure your customers have all the information they need to make the decision to do business with you.
Make it as easy as possible for customers to take action, such as by putting a contact button on each page or having a form to fill to set up an appointment or get a free estimateIf they do not finish the journey at this time, is it easy for them to keep you top of mind, such as by having a subscribe form or a shopping cart?
Follow up with customers about their experience and give them an opportunity to rate/review it.Ensure customer service is easy to access from your site, whether than is using a live chat feature or an easy to access service number.