When you have an eCommerce business, consumer trust can never be taken for granted. It is a key element that allows you to build a solid online reputation, attract new prospects, and nurture them into becoming loyal customers.
The thing is, consumer trust is usually slow to build and easy to lose. You need to strategically and consistently convey brand messages that inspire confidence and reflect genuine authenticity. Or else, you risk your efforts falling short.
Luckily, this can be achieved consistently through video content – especially on social media!
Regardless of your business’ size or niche, these platforms offer the most optimized environment to run hyper-targeted ad campaigns, create meaningful interactions with an audience, and ultimately make your brand more approachable and reliable.
So, today, we’ll go over some essential techniques that professional video companies use to build trust with video ads and help you enhance your campaign’s performance!
Three Key Traits to Inspire Consumer Trust and Confidence
Building consumer trust can’t be forced down or established overnight, especially in the all-too-often fishy digital world. On the contrary, it takes a lot of work, planning, patience, and time.
That said, if you develop video ads that focus on displaying competence, expertise, and humanity, it’ll be much easier to earn your prospects’ trust and create deeper, more personal relationships with them.
Let’s see how you can do that!
Display competence through video production quality & professional finish
One of the most important elements that’ll define how new audiences perceive your brand is your onlinecontent – that is, your website, blog posts, email campaigns, social media accounts, videos, imagery, and more.
And for that matter, quality is essential because it says a lot about the standards you hold your company to. Mind you; these are people that don’t know what you do and what your company stands for. So, to make an excellent first impression, you’ll have to showcase professionalism and competence with quality content.
Now, in terms of video ads, there are many different factors that’ll play a role in defining their quality. For instance, a good script, top-notch visuals, and excellent sound design are elements that can’t be missing. But it’s all going to depend on the type of ad you want to create. – Read more
First impressions make all the difference – especially when you’re trying to generate leads for your business.
If a potential customer wants to get your lead magnet or sign up for your service (or product), there’s a good chance the first page they’ll see is your landing page. And if you want your business to thrive, your landing page needs to be effective.
If it works well, it can get more subscriptions, grab more email addresses, and even boost sales. But a poor landing page can leave a bad taste in your potential customer’s mouth and cost you a lot of your marketing budget. Without leads, your business won’t have customers. And well… we all know what happens to a business without customers 💀
This is why you need to master what a winning landing page looks like. Now let’s take a look at seven lead generation landing page examples that work well so you can draw inspiration from them. We’ll then also share landing page optimization tips that’ll help you drive even more leads from your campaigns. – Read more
Ever wake up on the wrong side of the bed, and then have to be cheery? Like, interact in social media? Write an engaging blog post? Put together a lovable email marketing campaign?
Ugh. Those are the times you wish you could shut out the world, or at least channel a little of your inner snark. Well, the good news is you can do that once in a while, and your marketing results may even thank you for it! Sometimes, it’s good to embrace a little bit of the negative. (Trust me — this will all make sense in a second.)
So, here we go … if you ever wake up wanting to shut out the world, here’s how you can take it out (positively!) in your marketing.
What is negative marketing?
Negative marketing is a tactic that traditionally taps into negative emotions — such as fear, irritation, anger, or sadness — in order to elicit a response from the consumer, often in favor of what a brand offers or against what a brand opposes or competes with.
Keep in mind, however, that negative marketing shouldn’t be deployed simply because you want to be cranky. Instead, it should be implemented strategically with one (or more) of these goals in mind:
Empathizing with customer struggles
Differentiating your brand with that of competitors, especially those who may not be willing to take a stand or acknowledge certain truths in the industry
Cutting through the noise of “neutral” messaging that might not be resonating
If you’re successful, the end result causes you to stick in your audience’s mind, which gives you the bandwidth to prove your brand as a superior alternative.
How to Be Negative in Your Marketing
So how do you implement this tactic successfully? Here are some opportunities to be “more negative” in your marketing.
1. Create negative, or exclusionary, personas.
Let’s start with something a little bit easier to swallow than just being a total grumpy pants: exclusionary personas. Exclusionary personas, sometimes also referred to as negative personas, are kind of like the opposite of buyer personas — they’re the personas of the people you do not want to target in your marketing. – Read more
Many professional people have realized the importance of having a website. Therefore, when people start a new business, they also create a website linked to it. On this website, people have information about their business. When people want to market their business, they share the website link with others. Here are many benefits when you have your website. Some of the benefits are:
It ensures the exchange of information:
A seller and buyer have a very strong relationship with each other. They share and exchange information with each other. With the exchange of information, the seller as well as the buyer comes to know about each other. The business serves the inquiries of the potential customer due to the website. A business can also upload promotional videos and content on the website that enables the business to promote its products and services cost-effectively.
It helps reduce the cost:
These days, businesses are making a lot of profit because of their websites. Customers like the product on the website and then place the order on the spot. This way, the brand does not have to convince the customer to come to the store. Nowadays, many brands don’t have any physical store and operate via the website. This way, they save the cost.
Apart from this, many businesses have purchased cloud hosting like Magento hosting. With cloud hosting, they can use the resources available on the cloud. This results in cost reduction
It helps in the advertisement:
Every business needs some advertisement to promote its products and services. Different services such as Google AdWords help a business promote its products so that maximum customers can reach it. People are getting awareness of SEO so that they can generate organic traffic. The website becomes the main source of marketing and making a business successful if the business knows what marketing strategies should be used in conjunction with the website.
It helps outperforms competitors:
If you are running a business and you don’t have a website, you will never be able to compete with those competitors who have a website. Businesses that don’t have a website usually miss out on a golden opportunity to gain new customers that other businesses are gaining via the website.
These days, competition has increased so much. Therefore, a business should never miss a single opportunity that can take it to the road to success. – Read more
A site’s bounce rate is important because it tells you how well people are — or more importantly, aren’t — engaging with a webpage’s content or user experience.
Bounce rate is calculated when someone visits a single page on your website and does nothing on the page before leaving. More specifically, a website’s bounce rate measures how many visitors leave a page without performing a specific action, such as buying something, filling out a form, or clicking on a link.
If you’re a marketer, it’s important to understand bounce rate and how it impacts your overall digital marketing strategy. For example, a bad bounce rate might indicate technical SEO issues, such as your page load time is too slow.
In this guide, we’ll discuss what makes a good bounce rate and ways to improve your bounce rate, which will improve your conversion rates and your organic search rankings.
What Is a Good Bounce Rate?
To define what a good bounce rate is for your site, you want to understand the difference between a high bounce rate and a low bounce rate.
A high bounce rate means that a visitor’s overall session duration is short; they visit a page on your site and leave. A low bounce rate means that visitors are spending time on a page and clicking on available links.
In terms of good versus bad, a high bounce rate isn’t always a bad thing. A good bounce rate and a bad bounce rate are relative terms whose definition can change according to different criteria, including subjective ones. For example, according to Google:
If the success of your site depends on users viewing more than one page, then, yes, a high bounce rate is bad … On the other hand, if you have a single-page site like a blog, or offer other types of content for which single-page sessions are expected, then a high bounce rate is perfectly normal.
Another way to think about this is to think about a site’s structure. Let’s consider an ecommerce site. The homepage might have the highest bounce rate out of any page, for instance, because you want your visitors to stay on landing pages where they can make a purchase, like a product page.
So, what is a good bounce rate? A bounce rate of 56% to 70% is on the high side, although there could be a good reason for this, and 41% to 55% would be considered an average bounce rate. An optimal bounce rate would be in the 26% to 40% range.
You can easily check a page’s bounce rate using our Traffic Analytics Tool, which also reveals a page’s average visit duration, page visits, and the total number of unique visitors.
Bounce Rate vs. Exit Rate
When discussing bounce rates, another term that frequently comes up is the exit rate. The difference between a bounce rate and an exit rate is sometimes not well understood since the two are somewhat similar. If the bounce rate is the number of single-engagement sessions a webpage has, the exit rate is the number of people departing a specific page, even if they didn’t originally land on it.
So, if a person lands on page 1 of your site and hits their browser’s back button to the referring page, that’s a bounce. But if they land on page 1, go to page 2, and then quit their browser or jump to another site, that’s considered an exit. Because they clicked to another page from page 1, that can’t be considered a bounce. Neither can page 2 since that’s not the first page the person landed on.
In terms of analysis, a bounce may indicate a lack of interest in a site, but a high exit rate could indicate you’re having problems with conversion rate optimization (CRO). Although someone has shown enough interest in your site to visit more than one page, they’re likely going back to the search engine to find the answer they’re looking for.
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How to Lower Bounce Rates
If you want to lower your bounce rate, you should consider what can negatively impact your bounce rate, including:
Slow page speed
Title tags and meta descriptions that aren’t properly optimized
Blank pages and technical errors
Pages that aren’t mobile-friendly
Improperly implemented Google Analytics setup
So, faced with how to get a bounce rate down, there are several things you can do. Here are a few of the most important ones:
Review Pages with the Highest Exit Volumes
In Google Analytics, navigate to Behavior > Site Content > Exit Pages to find the pages with the highest exit volumes. This will reveal the pages where people most often abandon your site and let you know who is landing directly on an exit page or coming from another page on the site. Both kinds of information will help you make changes to improve your bounce rate.
Review In-Page Analytics
Remember that you can easily check a page’s bounce rate using our Traffic Analytics Tool, but you can also run the page through Google Analytics if you want a more nuanced look.
With Google Analytics, you can review bounce and exit problems from different levels. The “All Pages” report provides the bounce rates for individual pages, while the “Audience Overview” report provides the overall bounce rate for your entire site.
You can also use the “Channels” report to see the bounce rate for each channel grouping, and the “All Traffic” report provides bounce rates for each source/medium pair. After making changes, you can turn to the Optimize tool to test different versions of your site pages to determine which ones encourage greater user engagement. – Read more
In ad copy, we know that content can affect your ad performance. Headlines, keywords, or even the CTA can impact the ad performance. It is well known that the right landing page can affect conversion rates. Does the URL displayed in your ad make a difference in performance? In this article, we are going to show you that it can make a difference.
Display URL Examples
Using PPC landing pages is not an uncommon practice in helping to measure performance. In this screenshot, we see ads from Gap and Shein that are using a sub-domain in their ads.
Here is another example from Dell. Oftentimes, advertisers will use subdomains like Deals, Shop, or Coupons. In this screenshot, we see Dell is using deals.dell.com in their final URL.
A Display URL Test With Subdomains
For one brand, we had many challenges with tracking due to the large volume of phone numbers displayed on their website. We were able to set up Google website call tracking, but this only worked for their primary toll-free number and not for the local phone numbers. Analytics was able to track the click-to-call activity for all phone numbers, but this was not ideal because it was unable to measure the duration of the call. The best option may have been using a third party call tracking service, but this was not an option for this brand.
So, one recommendation we had was to set up a PPC landing page that would display one primary phone number which would allow full visibility into call quality. One challenge was the brand was unable to set up a page on their primary domain, so we created a separate domain. All ads were redirected to this domain and nothing else was changed in the ad copy. Another thing to note is this client has several Brand campaigns targeting different regions of the country.
As you can see in the Branded campaign, the costs were 12% lower, impressions increased by 18%, and CPCs increased by 16%. The conversions decreased by 25% and the CPL increased by 16%. Updating the ads can reset the ad quality score and this could have contributed to the higher CPCs we saw here. However, the metric that stood out the most for me was the impact it had on our CTR. Less searchers were clicking on our ad with the subdomain as the display URL, compared to the original ads.
The Non-Brand campaign performance was not impacted to the same degree as the Branded campaign. The CTR decreased by 7%, CPCs were 2% lower, conversions increased by 21%, and the CPL was only 5% higher.
One theory was that customers may have trust issues with the domain displayed. That perhaps they could see the organic listing below and were clicking on that instead. In the Non-Brand campaigns, their organic listing was less likely to show in the #1 organic spot due to the competition. The CTR did improve the next month, but only to 5.99%. In Analytics, we do see Organic traffic did have a 17% lift. However, the campaign lost less than 1,000 clicks, and so this traffic increase may or may not have been related. – Read more
If you’re thinking about spending some of your marketing funds on ads to reach your target audience, you’ll want to spend your money in the right place in order to get the best results. Google has over 4.8 billion interactions and 259 million unique visitors daily, and with traffic like that, it’s difficult to imagine a better place to advertise for your business.
You might be wondering if Google advertising works? As Google states, “Google is where people search for what to do, where to go, and what to buy. Your digital ads can appear on Google at the very moment someone is looking for products or services like yours. Whether you’re on desktop or mobile, a well-timed ad can turn people into valuable customers.” Read on to learn how to use Google Ads to promote your business.
What is Google Ads PPC (Formerly Known as Google Adwords)?
Google Ads, formerly known as Google Adwords, is, as HubSpot states, “a paid advertising platform that falls under a marketing channel known as pay-per-click (PPC), where you (the advertiser) pays per click or per impression (CPM) on an ad.” The platform launched in October 2000, just two years after Google burst onto the internet scene. In 2018, the advertising platform was rebranded as Google Ads. With the detailed instructions on how to use Google Ads the platform provides, Google Ads has become increasingly popular as the go-to place for digital advertising for businesses across all industries.
Google Ads PPC allows you to create and share well-time desktop and mobile ads to your target audience, which means you can advertise on the Google Search engine results page (SERP) when your ideal customers are looking for your products and services. Ads from the Google Ads platform are not limited to just the SERPs. They also display on Blogger, YouTube, and the Google Display Network, which can “help you reach people with targeted Display ads while they’re browsing their favorite websites, showing a friend a YouTube video, checking their Gmail account, or using mobile devices and apps.”
How to Use Google Ads
Google Ads is a pay-per-click (PPC) model, which means that marketers target specific keywords on Google and make bids on the keywords, competing with other businesses also targeting those keywords. The bids for keywords are “maximum bids” or the max you’re willing to pay for an ad. For example, if you place a maximum bid of $5 and Google determines that your cost per click is $3, then you’ll get that ad placement. If Google determines that the ad is more than $5 then you won’t get the ad placement you bid on.
When using Google Ads, you can choose to set a daily maximum budget for your ad rather than placing a maximum bid. With this option, you’ll never have to worry about spending more than your specified amount for each ad per day. This bidding option can help you get a better gauge of how much you should budget for your digital ad campaigns.
There are three types of bidding options marketers can choose from as part of the Google Ads setup when using Google Ads, including:
Cost-per-click (CPC). How much you pay when a user clicks on your ad.
Cost-per-engagement (CPE). How much you pay when a user performs a specific action on your ad (subscribe to a list, watch a video, etc.).
Cost-per-mille (CPM). How much you pay per 1,000 ad impressions.
Google takes the bid amount and pairs it with an assessment of your ad called a Quality Score, which according to Google, is “an estimate of the quality of your ads, keywords, and landing pages. Higher quality ads can lead to lower prices and better ad positions.” The Quality Score ranges from 1-10, with 10 being the best score — so, the higher your score, the less you’ll have to spend on your ads. When using Google Ads, the Quality Score combined with your bid amount creates your Ad Rank, which is the position your ads will appear on the search engine results page (SERP). When a user sees and clicks on the ad, the marketer will pay a small fee for the ad click, hence pay-per-click.
Terms to Remember When Using Google Ads
Below are some common terms to help you understand, set up, optimize, and run your Google Ads. While some of the terms are specific to using Google Ads, some are related to PPC ads in general.
AdRank. AdRank determines your ad placement when using Google Ads. The higher your AdRank, the more your ad will be shown to users. This increases the probability of users clicking on your ad. Your AdRank is determined by your maximum ad bid multiplied by your Quality Score.
Keywords. When a Google user conducts a search, Google returns a range of results that match the searcher’s intent. They conduct these searches via keywords, which are words and phrases that align with what a searcher wants to satisfy their query. For your ads, select keywords based on the types of search queries you want your ads to display alongside.
Negative Keywords. This is a list of keyword terms you don’t want to rank for. Generally, negative keywords are semi-related to your intended search terms but aren’t keywords you want to rank for.
Campaign Type. As part of the Google Ads setup process, you’ll have to decide what type of Google Ads you want to launch:
Search Ads are text ads that are placed shown on Google SERPs.
Responsive Search Ads allow you to create multiple versions of ad headlines and copy (15 versions of ad headlines and 4 variations of ad copy) when using Google Ads so Google can select the best performing ads to display to users. With traditional Search ads, you create only one version of your ad. Response Search ads, however, give you the opportunity to test your ad components to understand which ads are earning the most clicks.
Video Ads are 6-15-second ads shown on YouTube.
Display Ads are typically image-based and shown on web pages within the Google Display Network.
The Google Display Network (GDN) is a network of websites that allow space on their webpages for Google Ads. These ads can be images or text and are displayed with content that matches your selected keywords. Typically, the most popular Display Ads are Google Shopping and app campaign ads.
Search engine optimization (SEO) is the process of increasing quality traffic to a website using tactics like keyword research, backlinks, and meta descriptions. SEO is well known. In fact, it was the No. 1 tactic used by marketing teams in 2019. Using SEO, you can drive great traffic to your website by capturing users who are already interested in your product. But how do you turn traffic into sales?
That’s where conversion rate optimization (CRO) comes in. What is CRO? It’s the process of getting the maximum percentage of visitors to your business website to perform a certain goal. Using CRO, you can make sure that your website is designed in such a way as to make it appealing and easy for customers to do business with you.
While SEO focuses on building more traffic for your website, CRO’s goal is to move quality customers through a sales funnel. CRO tries to capitalize on the website visitors you already have. While many companies use both simultaneously, CRO can greatly increase a company’s bottom line.
This beginner’s guide to CRO fundamentals will help you obtain a basic understanding of CRO’s processes and strategies. After reading this, you should have an idea of how CRO can help your business’s growth and profitability.
What Is a Conversation Rate? How Does It Relate to Conversion Rate Optimization?
A conversion rate is the percentage of visitors who come to a website and perform a certain action or conversion. There are two main types of conversions you might want a website visitor to take: micro conversions and macro conversions.
The action or conversion can be something small, like signing up for an email list. These are called micro conversions. They don’t make a sale, but they move a customer further along in the sales process.
If a visitor’s action is something big, like purchasing a service, becoming a paid subscriber to a website, the action is a macro conversion. This type of conversion represents the end goal of the sales process.
It’s fairly easy to calculate your conversion rate. To get a CRO calculation, take the total number of conversions you have and divide it by the total number of visitors to your site. Then, multiply the result by 100. You’ll be left with your conversion rate as a percentage. For example, if you have 100,000 visitors to your website, and you’ve made 1,000 conversions, your conversion rate will be 1%. More specifically, check out the CRO calculation below:
(1,000 conversions/100,000 visitors) x 100 = 1% conversion rate
CRO is a way to give companies the best chance to convert traffic into sales. Whereas processes like SEO can take a long time to be effective, CRO can immediately work because it doesn’t rely on attracting more clients, and it can swell your company’s revenue.
There are a few different ways to track conversion rates, including:
Google Analytics: If you track your site metrics using Google Analytics, you can use the “Goals” feature to track specific conversions.
Heat maps: There are several tools available that can create a heat map of a site page to visualize where people are clicking and scrolling on your website. This can help you determine not only where to put your calls-to-action (CTAs) but also reveal whether they are successful in driving conversions.
Internal data: Depending on what programs you use to monitor sales or sign-ups, you’ll likely be able to pull this data to see which pages or specific CTAs are driving the most conversions.
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Benefits of Conversion Rate Optimization
CRO has a lot of benefits for businesses. It’s all about making your company’s sales process more efficient. If you do CRO marketing correctly, you can make your website content highly targeted toward the customers who are most likely to purchase your services.
Some of the benefits of CRO include:
You can maximize your company’s marketing ROI. CRO focuses on using resources that your company has so that it can cost less and result in better returns than other options for driving sales.
CRO lets you understand your customers’ behaviors, patterns, and needs. To effectively market to the right clients for your business, you must develop a picture of who those clients are.
It helps your website rank higher in search engine results pages (SERPS) on Google. CRO is all about meeting your customers’ needs, and Google rewards websites that offer what customers search for with more visibility.
You can get a competitive edge over others in your industry. If your competitor is trying to increase sales by simply increasing traffic or spending without using CRO, you’ll have the advantage of appearing more able to meet your clients’ needs.
It makes it easier for customers to buy from you. CRO aims to get rid of anything that could make it difficult for a client to do business with you. You don’t want anything keeping you from making a sale.
8 Ways to Improve Your Conversion Rate
There are several things you can do to improve your conversion rate. CRO is all about making your website operate in a way that drives leads or sales. Learning these will ensure you’re not missing out on easy sales. – Read More
If you’ve recently embarked on your CRO journey, here’s a couple of questions for you: How do you prioritize your experimentation ideas? Do you work in silos, or do you see benefit in opening up experimentation to collaboration? If you do see benefit, how do you plan to go about achieving it? How do you plan to address resource issues in your testing plan? The answer to all these questions points to one strategic move that differentiates CRO experts from beginners – building a CRO roadmap.
Building a sustainable CRO roadmap guides your efforts and ensures it systematically contributes towards your business goals at large. Whether you are an agency handling CRO for hundreds of clients or someone who manages CRO for your company, a roadmap will streamline your efforts and maximize throughput by avoiding redundancies and providing a clear step-by-step approach towards optimizing your site.
Similar to a calendar, a CRO roadmap is essentially a detailed schedule that entails which experiment will be launched when, the time and resources it requires, and the expected outcome. A roadmap ensures that each tweak, change, test, and insight adds value to the next step and accordingly strengthens it to deliver improved results. With a dedicated roadmap to consult, you don’t rely on hope to get results from a few poorly planned and ill-executed experiments scattered across months.
Why do you need a CRO roadmap?
You can think of a CRO roadmap as a step-by-step framework that you refer to for prioritization, test planning, and allocation of resources for all your CRO efforts, without which you would be completely shooting in the dark. Here are some of the major reasons you need a CRO roadmap to get started.
To switch from a fragmented to a strategic approach
If you randomly run a survey on your homepage this month and conduct a couple of tests on your product page the next month (and so on), you are not going to be able to make the most of the insights gathered or leverage the full potential of the results. To do so, you need a roadmap that dictates every process so you can feed every insight and learning into your pipeline and use it judiciously to drive more substantial results from your program as opposed to some scattered wins or losses.
Let’s say you want to improve your online store’s checkout rate. Needless to say, there are tonnes of tests you can run to optimize for the same. For instance, you could optimize the number of steps in the checkout flow, add social proof and trust badges, avoid the addition of surprise costs at the last step, and so on. Now, without a roadmap, you wouldn’t know which one to prioritize and you might just end up spending too much time running each one of them without getting the expected outcome. On the other hand, if you follow a roadmap, prioritize tests, plan and scope them out over a calendar month/quarter, you can be assured of more promising results.
To get a better hold of resource planning
Again, if you have a systemic approach to optimization, you can always plan your resources in advance, delegate projects, and overall function smoothly with little or no friction as opposed to facing a mini resource crisis every time you decide you want to run an ad-hoc test.
Moreover, you can always learn from experience and incorporate your learnings of how you can allocate resources better to drive more significant results, efficiently. This is not possible if you follow a haphazard outlook towards optimization and don’t depend on any set framework to guide decisions.
To improve the speed and efficiency of your CRO program
Needless to say, optimizing your digital properties methodically will only improve the efficiency of your efforts as you would be incorporating previous learnings and doubling down on what works well. Having an overarching roadmap also ensures your processes and tasks are aligned with the overall business goals, so there is minimum iteration, faster delivery, and more promising results.
For instance, if you follow a roadmap, you will know which tests you have to run in the coming month and have the liberty to start laying the groundwork (analyzing data, getting variations created, etc.) and plan your resources accordingly. On the other hand, if you are running sporadic tests, you will end up wasting time in deciding what to test next, ensuring it doesn’t overlap with another test, and planning your resources for it.
How to develop a successful CRO roadmap
Revisit your business goals
Take a step back to revisit your most pressing and current business goals so you can understand how CRO can help you achieve them. These goals will anchor your CRO program and ensure your efforts are not aimless or applied in the wrong direction. For example, an eCommerce company could have a business goal to increase the average order value, while for a media company, the goal could be to uplift the content consumption on their site. These will then help you deduce what your optimization goals (and their corresponding metrics) need to be.
Deduce corresponding website goals, KPIs, and target metrics from your business goals
Use your business goals to drill down upon what are some of the more tactical website goals you want your CRO program to achieve, what are the performance indicators you need to watch out for, and what would be the target metrics you need to measure corresponding to them. For instance, if increasing the average order value is your business goal, you can break it down further into:
Now, these could be your optimization goals, each of which you can tackle using specific strategies and tests. The metrics to be measured could be revenue per customer, conversion rates, and so on. – Read more
Imagine travelling to a country for the first time by yourself.
Without a guide or some sort of map, you’ll definitely get lost.
The same thing happens when you don’t map out your customers’ journey; you’ll get prospects lost because they won’t find it easy to equate your business to the solution they’re looking for.
Worse, you’ll lose them to competitors who have their customer journey mapped out already. And you’ll understand this better as you proceed with this guide.
Without a customer journey map, you can’t easily plan out the interactions potential customers should have with your business that will convert them into customers. In other words, you can’t engage with your audience, effectively.
And besides that, you won’t be able to easily strategize what they should do after buying your product. Should they be advocating for your business? Should they join an online community of your existing customers? These are some questions you’ll be able to answer with a customer journey map.
But let’s define what it really is – just to be sure we’re on the same page:
What’s a customer journey map?
To put it simply, a customer journey is the process a potential customer goes through before, during, and after making a purchase from you.
It covers all the customer journey stages from the time they hear about your brand through the period they’re considering your product or service, to even after they’ve bought from you.
Unfortunately, your customer’s journey isn’t always linear.
A prospect can visit your site, add a product to cart or start filling your contact form, go through your testimonials page, and leave for days before coming back to finally make a purchase.
To understand this better, let’s look at this example: Mr A needs to buy a pair of affordable, high-quality blue shoes. There are a couple of places (Google, Amazon, etc.) that he could go to start his buying journey, but he chooses Instagram. He searches Instagram, scrolls through the feed, and sees a page that promises what he’s looking for.
Impressed by the product descriptions and their page’s aesthetics, he clicks on their website link and lands on their homepage. Then, he browses through their page and, that’s right, sees a blue shoe.
There, Mr A becomes a customer of the brand he’s bought the product from.
This is an example of a simple customer’s customer journey, and mapping it out visually helps you create your customer journey map.
But a customer journey can be much more complex than this simple illustration we just gave, depending on the nature of your business and the complexity of your product or service.
The image below is an example of a customer journey map; it can be simple or complex based on what you include, the time frame, and your type of company.
By now, you probably have enough reasons why you should be mapping out your customer journey, but if you’re still not certain you need it, here are three other reasons you should consider:
Three major reasons why you need a customer journey map
Smart business owners use customer journey maps. Research reveals that companies using customer journey maps have a 54% greater return on marketing investment than those that don’t.
Even more, the chart below shows a side-by-side comparison of brands that use customer journey maps and others that don’t. You can see that in every area compared, brands that use customer journey have a higher percentage than brands that don’t.
With a good customer journey map, you can:
Reason 1: Improve your customers’ experience
Brands with superior customer experience bring in 5.7 times more revenue than their competitors that don’t.
Since a customer journey map is a visual representation of your customers’ journey, you’d be able to see their experience with your brand and improve on it. When you do this, your customers will have a seamless experience buying from you. And the more seamless their experience with your brand, the more sales you get; no wonder 43% of all consumers would pay more for greater convenience.
Reason 2: Reduce cost and increase sales
Brands that use customer journey maps reduce costs and increase sales. A study by the Aberdeen Group shows that such brands experience more than 10 times the improvement in customer service costs and a 21% yearly growth, while brands that don’t actually experience a decline in growth at -2.2%.
The same research shows that brands that use customer journey maps enjoy an average sales cycle that is 18 times faster, with 56% more revenue from upselling and cross-selling efforts. – Read more