The Success Roadmap

In the world of ecommerce, understanding your customer’s journey is like having a secret map to treasure.

This guide is all about the customer journey.

In short, the customer journey is the path your customers take from the moment they hear about you until they're telling all their friends how great you are.

And the best part? You don't need a college degree to get this. It's like following a recipe to bake a cake — follow the steps, and you'll end up with something sweet.

Think of this guide as your treasure map, leading you through the perilous waters of marketing until you reach the fabled island of Customer Satisfaction.

The Map to Success

Your customer’s journey is the trip they take from finding out about your brand to buying your products and beyond.

To make the most of our customer’s journey, we first need to understand the steps they will be taking and the importance of where they start from.

Steps of the Journey

• Awareness → Like seeing a billboard for a cool new movie

• Consideration → Thinking about whether you want to see the movie.

• Decision → Deciding to buy a ticket and watch the movie

• Retention → Loving the movie so much you see it again and can’t wait for the sequel.

• Advocacy → Telling all you friends they have to see the movie.

Where They’re From Matters

Where your customers start their journey can make a big difference in how you talk to them.

It's like knowing if your friend likes action movies or rom-coms before you recommend the new blockbuster.

Here's how different starting places can change the journey:

• Paid Ads → These customers just saw your billboard. They're curious but need more reasons to buy a ticket. Make sure your website's homepage is welcoming and explains why your movie is a must-see.

• Influencers → If a customer comes from an influencer, it's like a friend telling them the movie is great. They already want to see it; you just need to show them where to buy tickets (your product).

• Organic Search → These folks are already looking for a movie to watch. They just need to find out why yours is the right choice. Have clear info and reviews to convince them.

• Repeat Buyers → They loved the first movie and are back for more. Make them feel special, maybe with a "frequent viewer" discount or early access to your next product.

Make the Most of Every Journey

No matter where your customers come from, you want their trip to be smooth and enjoyable. Here's how to make that happen:

1. Welcome Everyone Properly: Whether they saw a billboard or got a recommendation, make sure the first page they land on tells them they're in the right place.

2. Talk to Them Correctly: Use what you know about how they found you to make your message hit home. If they came from a fitness influencer, talk about health; if they found you through a search for "best supplements," highlight your quality and reviews.

3. Guide Them Through: Just like in a video game, show them where to go next. Make it easy to learn more, shop, and check out.

4. Keep Them Coming Back: Offer a loyalty program or special deals for returning customers. It's like a club they'll want to be part of.

5. Listen and Learn: Always ask for feedback and listen to what your customers say. It's like getting directions to make the journey better next time.

Why This All Matters

Understanding the customer journey helps you make better decisions like where to put up billboards (run ads) or what kind of movies (products) to make next.

It's all about making sure your customers enjoy the trip so much, they'll want to do it again and bring their friends.

By paying attention to where your customers start their journey and making each step enjoyable, you're not just selling them something.

You're inviting them on an adventure that they'll want to experience over and over.

And when they love the adventure, they'll bring others along, helping your business grow.

Turning The Journey Into Cash

Let’s take that info and turn it into cash, shall we?

After understanding why the customer journey matters, it's time to roll up our sleeves and dive into some practical steps to make this journey not just enjoyable, but unforgettable.

And hey, let's not forget about lighting up the cash register while we're at it. Here are some surefire ways to do both:

1. Use Opt-in Popups to Build Email and SMS Subscribers

Think of your website as a party and your opt-in popups as the friendly host asking guests if they'd like to stay in touch.

For those who haven't bought anything yet, this is your chance to keep the conversation going.

This way, you can talk to them directly about what makes your brand and products special.

2. Use Exit Intent Popups to Offer Discounts/Free Shipping to Reduce Site Abandonment

Just when a visitor decides to leave your party without saying goodbye (or making a purchase), an exit intent popup is like the cool friend who says, "Wait, don't go yet! How about a parting gift?"

Offer them a discount or a special offer. It's a nice gesture that can turn them around and maybe even convince them to buy something before they leave.

3. Have a Great Brand Story on the About Us Page

People love a good story.

Your "About Us" page isn't just a place to list facts about your business; it's the perfect spot to tell your story.

Why did you start your business? What's your mission?

When customers relate to your story, they're more likely to feel a connection to your brand. This connection can turn visitors into loyal customers who are excited to support your journey.

4. Implement a Loyalty and Referral Program

A loyalty program is like an engaging video game for your customers.

Offer points, discounts, or special perks to repeat customers. And don't forget about a referral program.

Encourage your customers to spread the word about your brand to their friends. It's like saying, "Tell your friends about our party, and we'll make sure you get an extra slice of cake." Everyone wins!

5. Use Retargeting Ads to Bring Non-Buyers and Repeat Buyers Back

Ever think about a pair of shoes, and suddenly, you see ads for those shoes everywhere? That's retargeting in action.

Use retargeting ads to remind people who visited your site but didn't buy anything to come back and give you another look.

It's also great for bringing back happy customers by showing them products they might like based on their past purchases.

Making It All Work Together

Now, with all these strategies in play, your ecommerce store is like a well-oiled machine, ready to make the customer journey as smooth and enjoyable as possible.

But remember, the key to success is not just implementing these ideas but doing so in a way that feels genuine and aligns with your brand's voice and values.

Always keep your customer in mind, and ask yourself, "Does this add value to their journey?"

By focusing on building a relationship with your customers through thoughtful engagement, valuable content, and rewarding their loyalty, you're not just selling products; you're building a community.

And in this community, every step of the customer journey is an opportunity to deepen the connection, enhance their experience, and, yes, boost those sales.

Until next time,

-Brent and Rush

P.S. Would you like to boost your bottom line with a Shopify Growth team that pays for itself? Click Here to see how our team can help you store.

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