Welcome to the Small Business Guide to Shaping the Customer Journey
The customer journey is the sum of all experiences a customer has when interacting with your business. From their first Google search to their most recent purchase, every touchpoint adds up to a total customer journey. And in today's digital world, there are countless touchpoints to consider. Taking charge of the path your customer takes with your business is critical to creating a smooth journey that builds loyalty and encourages return business and lots of referrals.
Full table of contents
Understanding the customer journey
What is the customer journey, anyway? If you're unfamiliar with the term or need a refresher on the nuts and bolts that go into influencing your customer journey, this is the place to start.
- The Relationship Between the Marketing Hourglass and Maturity Model
- How Did the Customer Journey Evolve in 2019?
- How Mobile Has Impacted the Customer Journey
- How to Add Sales to Each Stage of the Customer Journey
- Why Your Marketing Must Be Led By Strategy First [Podcast]
- How to Build Your Marketing Hourglass
- The Power of Customer Journey Thinking [Infographic]
Tools for driving the customer journey
You want to drive the customer journey, rather than letting it take control itself. There are a number of marketing tools that can help you create your desired path for customers.
- The Role of Your Website in Guiding the Customer Journey
- Where Marketing Automation Fits Into the Customer Journey
- 4 Tips for Driving the Customer Journey with CRM
- Important KPIs for Each Phase of the Customer Journey
- How to Create the Perfect Customer Journey
- How to Create a Customer Journey Map Completely From Scratch
How content shapes the customer journey
Because today's customer journey has so many touchpoints, twists, and turns, you need a way to help your customers find the clearest path to conversion. Content is the way to do just that.
- Marrying Content with the Customer Journey
- Where Does Social Media Fit Into the Customer Journey?
- The Central Role of Advertising in the Customer Journey?
- How to Develop Content for Every Stage of the Customer Journey
- ?Webinar Best Practices Throughout the Customer Journey [Podcast]
- The Power of Video Throughout the Customer Journey
- How to Map Your Content to the Customer Journey
- The Best Content Examples for Every Stage of the Customer Journey
The connection between customer experience and the customer journey
In the end, the sum of all the customer journey's parts is what your audience experiences when interacting with your brand. From the ads they see to the product they buy to the customer service they receive, these elements of the journey all shape a customer's perception of your brand.
- How to Attract Customers and Keep Them Forever
- How Mapping Your Customer Journey Can Improve the Customer Experience
- Integrating Brand Story and the Customer Journey
- ?A Simple Approach to the Customer Journey
- Using Customer Journey Maps to Improve Customer Experience
- The Best Way to Map the Customer Journey: Take a Walk in Their Shoes
- Why the Customer Journey Will Only Take You so Far
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