How to Create a Smooth Customer Journey

Avatar for administrator administrator 12th February 2018 0 Comments

Known as customer experience mapping, customer journey optimisation is essential both online and off. Offline whilst a walk through your store will often tell you all you need to know about where your business is excelling and where things have gone wrong, crafting a smooth customer journey online is a little more complex.

For owners of ecommerce websites in particular, ensuring a smooth customer journey can mean the difference between getting consumers to the point of checkout and scaring them away. With news that UK shoppers spend more online than any other country in the world, crafting the perfect customer journey on your website has never been so important. In this blog post, our web design experts reveal their top tips so you can create a succinct, seamless journey for your target audience.

Do your own walk (or click) through 

The walk through is integral to customer journey optimisation offline, so why shouldn’t it be online too? Your walk/click through will tell you how your website delivers through your customer’s eyes so leave no stone unturned. Cover the entire customer journey through various points of entry. Whether your customer has entered the website through your social media channels, organically, via a PPC landing page or another point, map each and every path making detailed notes as you go.

Get others within your organisation, or ideally those completely detached from your business, to do the same. You’re certain to discover more from every account.

Take hints from your customers

Your existing customers have been there and done that, so don’t be afraid to ask about their experiences. Your customers’ experiences are integral to painting a full picture during journey mapping and will provide vital insights that may help you account for the drop offs and missed opportunities that are so common across all industries. Without this primary insight from customers, you won’t be able to generate the customer-led experience you intend to.

Your employees may also have various ideas about why or how your current customer journey is faltering so request feedback from workers at all levels.

Go back to the drawing board

Whether your research has highlighted just one or two areas of improvement, or signalled that an entire overhaul is required to get your brand and its customer experience on track, going back to the drawing board is essential for rectifying any issues identified. As well as noting our golden rules for ecommerce web design to make your customer journey clearer, work on the content that populates your pages.

Calls to action may seem like a small part of the equation, but work to direct visiting consumers to where they need to be. These CTA tips will help you transform your web pages for better conversion. Whatever direction your customer journey research takes you however, acknowledging and remedying customer frustrations will give you all you need to better connect the second time round and tailor the experience for improved interaction.

Want to improve your customer journey by updating your website? Let our designers and developers get to work on creating a platform that really resonates with your audience.

Leave a Reply

Your email address will not be published. Required fields are marked *

Wait... Before you go…

We're hosting a FREE WEBINAR on the steps you need to take to avoid failure and how to grow your business using digital marketing.

On the 25th May at 10:00 am

Wait.. Before you go…

We're hosting a FREE WEBINAR on Why HR and Marketing have to run hand-in-hand

On the 6th May at 10:30am

Wait.. Before you go…

We're Crunching the Numbers on the 2021 Budget in our next Webinar!


FREE January Content Plan

Writing Social Media posts and blogs can often seem like a mountainous task - our free January Content Plan will help you to take the first steps for the new year.

With our Calendar, you'll be writing Social Media posts like a pro in no time! Plus, check out our blog for monthly tips & Social Ideas.


FREE Marketing Consultation

Our clients tell us that their number one headache isn’t in selling their products or services, recruiting staff or keeping up to date with their industry; it’s the age-old problem of marketing their business!

Whether you need help with marketing planning, web/graphic design, content writing, blogs and social media help, SEO & PPC reviewing or a combination of all of the above, book your FREE no-obligation marketing consultation with Steve now!


Our FREE Secret Links

Most agencies won't tell you, but a lot of the tools they use on a day to day basis are actually FREE!

We've put together a handy guide to the free tools we use every day to make our lives easier - and we're giving it to you!


Perfect Blog Post Template

A frequently updated Blog is one of the best ways to create extra content for your website; it also keeps your visitors coming back regularly, attracts new visitors and Google loves fresh content!

But did you know that how you structure your blog post can make all the difference?

Download our FREE Blog Post Template to see how to make your content stand out from the crowd!


TikTok Guide

TikTok is a social media channel that is growing very fast. It has more than 3 billion downloads.

As a marketing agency that specialises in social media, we’ve put together our very own TikTok guide for you to use.

FREE HubSpot Consultation

At Square Media we specialise in helping businesses to make the most of their inbound and outbound promotional opportunities – working as a HubSpot CRM Partner we can help you to automate and analyse your business to the nth degree.

Why not let one of our HubSpot experts have a quick chat with you and get you started with a FREE account – no obligation, no pressure and no hard sell tactics (it’s not our style).


Image Size Cheat Sheet

When it comes to Social Media, visual content always works better than just text. But it's a bit of a headache keeping on top of all of the sizes you need to use to get the best from each channel.

Download or print our handy Image Size Cheat Sheet and keep it by your keyboard, so you know what size image to use whatever the situation.


Our Marketing Tips Infographic

Considering 2021 has been eventful with new trends and new marketing techniques arising we’ve made 2022 a lot easier for you!

We’ve put together our own marketing tips infographic especially for you to make your new year a little bit less stressful.

Download our FREE infographic here to find all of our best tips and watch your marketing rocket.


Get your Guide to Google Ads!

Everyone knows that SEO is important to any website, but often we forget about the power of paid Google Ads.

It needn't cost the earth, can be targeted well and can bring in business easily from Day 1!

Our FREE downloadable Google Ads Guide will help you to hit the ground running.


5 Killer Marketing Emails!

One of the most valuable tools in your online arsenal is your email/newsletter subscription list, yet it’s one of the ones that is most easy to ignore.

Simply put, if someone has signed up to your email list, they have given you permission to contact them, and how you use the first few emails that you send can be the deciding factor in whether they stay on your list and eventually become a customer, or hit the unsubscribe button so fast that you never get a chance to pitch your business.

So let’s look at 5 killer e-marketing email types, what they do and how to use them!


Start 2022 as you mean to go on!

Every great marketing campaign starts with the basics of getting your brand focused and clear.

Use our free brand guideline template to ensure that your brand is consistent across all of your content!


Christmas fun with Dino Bounce!

It's Christmas Day so let's start with some fun - how far through Dino Bounce can you get?

Don't forget to share your score at the end with the hashtag #dinoBounce (our convenient Twitter button will do this for you)