Learn how to walk in your customers shoes as they engage with your business.
As mentioned, the actual Customer Journey begins well before a customer has even spoken to an employee or looked for information or advice. It is really important that the customer journey takes into account the opportunities that are presented across all stages of the experience. This means, looking at how effective your messages are at capturing potential customers, and one way of improving this, is to invest some time in Search Engine Optimisation (SEO).
By looking at engagement metrics online, you can determine if there is a sufficient ‘hook’ to engage visitors to navigate further around your website. Metrics such as a high bounce rate, low time on site, or reduced page views, can be detrimental to engaging new clients to view your information and engage further with you as a brand.