In a world where consumers are bombarded with marketing messages and have near-endless choices you need to make sure that every element of your buyer's journey is optimized to lead them right into your sales funnel. This 'journey' is also known as your customer path to purchase and it's absolutely essential to get right.
In this article we'll give you a comprehensive guide to the consumer path to purchase including what it is and how to optimize it.
The path to purchase is your journey from this moment the instant you become aware of a problem or a need to the moment you take action to solve it. This purchasing journey will be different for every customer and will depend on numerous factors such as:
Understanding the path to purchase is essential for any business that wants to optimize their sales and marketing efforts. By understanding the steps your customers take on their journey you can ensure that each touchpoint from your website to your in-store experience is designed to meet their needs and guide them towards a purchase.
To find out exactly how you can optimize the consumer journey for your benefit as a seller it's crucial to understand each of the stages involved in the process. Let's start at the very beginning! Here's a brief overview of each stage in the customer journey:
Again our journey as a customer never begins with walking into a store; it begins when we see a need that can be met with a product or service. This is the Awareness stage and it's where customers first start to engage with brands.
At this stage your potential customer is not yet aware of your brand or your product. They may not even know that a solution to their problem exists. It's up to you as the seller to make them aware of both the problem and the solution through marketing efforts such as advertising PR and content marketing.
Sometimes the customer will come to awareness on their own; other times you'll need to nudge them in the right direction. Either way some examples of this stage might be when a customer:
Again this stage mostly happens behind the scenes but it is absolutely essential to the rest of the process.
At this stage customers are looking for more information that will help them make a decision. They'll be comparing different options weighing the pros and cons and trying to figure out which solution is the best fit for them. For instance:
During this stage it's important to provide as much helpful information as possible to the customer. If they can't find what they're looking for on your site they'll likely go to a competitor's site instead.
The customer has gathered all the information they need and now it's time for them to make a decision and take action which is known as the Conversion stage. Your potential customer will make the all-important choice between your product and your competitor's (or they'll decide not to purchase anything at all).
Advocates are customers who are so happy with your product or service that they're willing to tell their friends and family about it. They might leave a review on your site post about you on social media or give you a positive rating on an online marketplace.
Advocacy is a stage often neglected when talking about customer journeys but it's just as important if not more so as the others. The Advocacy stage turns the path to purchase from a linear process into a loop because customers who are advocates for your brand will continue to purchase from you and spread your brand to other potential buyers.
Buying something online was once a much simpler process. You would find what you wanted on a website add it to your cart and checkout. But as eCommerce has grown and evolved so too has the online path to purchase.
Nowadays there are a multitude of touchpoints that customers can use to research and buy products:
With so many options available it can be difficult for customers to know where to start or even where to look. That's why it's important for brands to have a presence on as many touch points as possible so they can guide customers through the purchase journey.
A path to purchase analysis is a research method used to understand how customers discover and select products. It involves tracking customer behaviour from the moment they become aware of a need or want all the way through to when they make a purchase.
There are a few different ways to conduct a path to purchase analysis:
At minimum you should be tracking metrics like click-throughs conversions bounce rates and time on site. This data will give you insights into where customers are dropping off so you can make changes to your website or marketing strategy accordingly.
As customers go through their path to purchase it is true that many points are out of your control; consumers will make their own decisions based on their needs wants and available resources. However there are still plenty of opportunities for you to optimise the journey making it as easy and enjoyable as possible for customers.
Did you know that nearly three in four customer dollars are spent through a mobile device? The majority of your customers are using their smartphone to make purchases and that's a fact you can take advantage of.
You should:
Consider whether your budget can cover some social media ads too; Facebook Instagram LinkedIn Reddit YouTube and Snapchat all offer excellent opportunities to reach mobile users with targeted ads.
Your goal should be to make the purchase process as easy as possible for customers. If it's too complicated or time-consuming they're likely to give up and look elsewhere.
Remove friction wherever possible; if your customers have to click through four pages before making their purchase reduce it to three. If you sell your products through multiple retailers add a Where To Buy button to your brand website.
Also consider using an app like ShopPay or Apple Pay which can speed up the process for customers who are already used to making purchases with their mobile devices.
It's important to polish your user interface and purchase process of course but don't neglect the awareness stage of the journey. There are a few key ways to position your brand at the top of the digital shelf:
This omnichannel approach splashes your name across multiple platforms. By the time your potential customer notices a problem in their lives your brand should already be at the top of their mind as a potential solution.
Remember the path to purchase is just that a journey. Your goal should be to make it as easy and enjoyable as possible for your customers so they keep coming back for more.
By optimising your website and online store for mobile devices making the purchase process quick and easy and ensuring that potential customers are aware of your brand you'll be well on your way to success.
