Your Customer Journey - Tom & Ariana Sylvester

Your Customer Journey

Aug 13, 2018 | Execution, Marketing, Podcast | 0 comments

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Episode Brief Description

Knowing who your ideal customer isn’t always enough.  You need to also understand their journey to becoming a customer.  In this episode, we share how to discover your customer’s journey

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Key Insights & Timestamps

  • [00:37] – Welcome
  • [05:08] – Why is it important to track your customer journey?
  • [06:12] – Behavior map your customer. What is their path to you?
  • [10:21] – “When you understand your customers journey, you then understand where your customers come from.” – Tom
  • [11:02] – Identifying and closing gaps
  • [14:00] – The Before phase – when your customer is still a prospective buyer
    • How did they become aware of you?
  • [16:12] – Your target market
  • [18:40] – Delivering your message
  • [20:06] – How to channel 
    • Customer surveys can help you discover what they’re searching for on their way to find you
  • [22:29] – The During phase
    • This will be the beginning of your customers purchasing 
  • [23:46] – Tracking
  • [31:45] – The After phase 
  • [32:38] – “A customer that had a negative experience is 8 times more likely to share that than a customer who has had a positive experience.” – Tom 
  • [34:06] – How do you continue to deliver?
    • Ask if there is anything else they need
    • Consider offering bonuses after their purchase 
  • [36:45] – Customer Lifetime Value
  • [42:39] – Homework
  • [45:22] – Toms Bookshelf

Your Homework

Ariana’s Homework

  • Map your customer journey. Go back as far as you can, and don’t be afraid to ask them how they found you!

Tom’s Homework

  • Experience your customers journey for yourself. Make sure everything flows well and you’re offering a positive experience. 

Tom’s Bookshelf

The 1-Page Marketing Plan

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Key Insights

  • Discover why your customer journey is so important to keep track of 
  • Find ways to attract customers, keep them buying and ultimately increase their lifetime value
  • As always, be sure you’re putting your customer first

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