Customer Journey

Understanding the Customer Journey, where your buyers are and how to communicate with them effectively at each stage is a complex process, driven by data, nuanced by changing customer behavior, and a vast array of tools and technology at their disposal. Let's make sure you do it well.

Exploration

The first stage of a buyer’s journey when they have a problem to solve or need to fill. The buyer is doing a significant amount of research and information gathering at this phase and is likely most open to multiple options to fill their specific needs.

Methodology

Track vast amounts of digital consumer behavior data seeking out and targeting those that are starting their auto purchase journey.

Deliberation

This is the stage where consumers begin narrowing down who + what they are interested in for their purchase and will reduce their final selection criteria to make things easier for themselves.

Methodology

Fine tune and segment consumer data to find those that are narrowing their search and closer to purchase. Intensive engagement for those looking at specific makes/models.

Purchase

The customer has finally made a purchase decision – after extensive research, comparing features + benefits and looking at reviews, among other things. The sales is made and the work is over, right? Actually, we’re only half-way there…

Methodology

Invite them to make their final selection with you, thank them for choosing your services, introduce them to their new purchase, and ask for feedback. These are simple ways to invite them into a long-term relationship with your brand.

Experience

Customers are actively engaged with their purchase and the brand. They are exploring, enjoying and evaluating their purchase on a constant basis.

Methodology

Deliver ongoing and consistent engagement with that buyer, introducing them to other services, and gain better understanding of who they are to refine and personalize those communications to their preferences.

Advocate

The end goal of all marketing initiatives – creating a customer who will create other customers. True loyalty to your store, your dealership or your brand. Any product or service who has paid attention to their customer engagement and invested in their experience properly during each phase will reap those benefits here.

Methodology

Continue to engage with her in meaningful ways so she will engage with us when it's time for her next purchase. Precisely refined communications with that customer to demonstrate that you’re listening to their needs and invite them to share their positive experience with others.