Startups often focus on revenue as their main target, but the key is actually to attract new clients and keep them coming back. This leads to revenue and growth, highlighting the importance of the customer journey.

While the basic rules of customer journey remain unchanged, startups need to be careful in building their platform for optimized customer experience.

Throughout history, businesses have succeeded based on Price, Quality, and Customer Intimacy. Therefore, customer success is crucial, and technology has revolutionized customer interactions.

Understanding the fundamentals of the consumer buying cycle and the importance of technology is essential in enhancing the customer journey.

Customer Journey Cycle

The customer journey begins with the first interaction and involves every aspect of the customer experience. The cycle typically includes three steps: Research, Transact, and Service and re-engaging.

Research: Attracting customers through SEO and personalization tools is key to engaging potential clients.

Transact: Providing a seamless experience during transactions is essential for lead conversion. Content analytics and user feedback play a crucial role in this phase.

Service and re-engaging

Retaining existing customers is more cost-effective than acquiring new ones. Technology tools like self-service portals help in customer retention and upselling.

What do customers want?

Understanding the value proposition of products and services is crucial for attracting and retaining customers. Consistency in offerings is key to maintaining customer loyalty.

This post was first published on May 30, 2019

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