Steve Slais

Your Customers Are On A Journey: Here’s How You Can Reach Them Every Step of the Way

In the world of business, this means understanding where your customers begin interacting with your brand – and creating a rewarding path with messaging touchpoints to help them along the way.

Do you remember the last time you embarked on a journey? Maybe it was a road trip, a hike through the mountains, or even a quest to find the perfect slice of pizza in a new city. Regardless of the type of excursion, there's one thing that remains constant: the steps you take along the way. Similarly, your customers are on a journey when they engage with your business – a customer-buyer journey. Understanding this concept and connecting with them at each step is key to building rewarding and lasting relationships.

As the great American author and humorist Mark Twain once said, "The secret of getting ahead is getting started." In the world of business, this means understanding where your customers begin interacting with your brand – and creating a rewarding path with messaging touchpoints to help them along the way. Ready to go? Let’s explore the possibilities now. 


At this initial stage, your customers might not know much about your brand. This is the time to make a memorable first impression. Utilize various marketing channels such as content marketing, SEO strategies, and social media to increase your visibility and generate more inbound traffic to your website. Engage with your audience, share valuable content, and pique their curiosity.


Once you've captured their attention, it's time to nurture it. Renowned marketing guru Seth Godin wisely noted, "Don't find customers for your products; find products for your customers." Show them that you understand their needs and desires. Share informative content that educates them about your offerings and how they can benefit from them. Building trust at this stage is crucial.


Now that you've piqued their interest, your potential customers are actively considering their options. This is where you need to stand out. As the co-founder of Apple Inc., Steve Jobs, famously stated, "Innovation distinguishes between a leader and a follower." Offer unique selling points, demonstrate your value, and provide testimonials or case studies that showcase your previous successes.


Congratulations! Your customers have decided to make a purchase. This is where the transaction occurs. Make the process as smooth and user-friendly as possible. Ensure that your website or store is optimized for easy transactional opportunities, and provide excellent customer support to answer any questions or concerns. A satisfied customer here is more likely to become a loyal one.


Many businesses make the mistake of thinking the journey ends once the purchase is made. But remember, in the world of brand marketing, there really is no finish line. You can never let up. This is the stage where you can truly shine by providing exceptional post-purchase support, personalized recommendations, and follow-up communication to ensure their satisfaction. 


Happy customers can become your biggest advocates. Encourage them to share their positive experiences through reviews, referrals, or social media. This word-of-mouth marketing is incredibly powerful and can bring in new customers who are more likely to trust the recommendations of their peers.


Your ultimate goal is to turn customers into loyal brand advocates. Repeat business is the lifeblood of any successful company. Keep your customers engaged and informed about new offerings, promotions, and updates. Show them that you appreciate their loyalty with exclusive discounts or rewards.

Remember, this journey is not linear, and customers may enter at different stages depending on their needs and circumstances. It's essential to be adaptable and responsive to their evolving requirements. By understanding and meeting your customers' needs at each stage of their journey, you'll not only achieve success but also build lasting relationships that will continue to benefit your business for years to come.

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Steve Slais


Steve doesn’t just have a great aesthetic; he’s smart enough to spell aesthetic right the first time (no spellcheck required, thank you). A lot of creatives can come up with the ‘crazy cool’ idea; Steve can turn it into reality. He gets in the weeds on every account and questions everything (even when he knows the answer). If you spend some time in the office, you’ll realize that he’s not interested in being the hero; he’s passionate about making everyone on the team better and keeping clients thrilled. And it shows.

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