In the world of Marketing, it is important, as a restaurant or a business in general, to understand your customers and optimise their experiences. Every customer is located within a certain stage in the Customer Journey. It is therefore important to know which stage the customer is in and then optimise that stage.
In this blog, we are going to see how customers can optimise their Customer Journey.
What is a Customer Journey?
A Customer Journey is literally said, the journey of the customers. Every customer goes through a journey where they go through several steps, from an idea to purchase to post purchase.
Each customer is in a particular position/step within the Customer Journey.
The different steps the customer has to go through within his or her customer journey are:
- Awareness phase: The customer has a particular problem and a need is created
- Consideration phase: Here, the customer starts looking for different solutions to solve his or her problem. All possible solutions are compared and the customer chooses the best solution.
- Purchase phase: This is where the customer proceeds to purchase or subscribes to a licence/plan. Here, the company should place a call-to-action so that the customer can make a purchase.
- Post purchase/service phase: The customer has already purchased the product and may still need help in using the product. The importance here is to always be ready for the customer for possible questions or help.
- Loyalty phase: In this phase, the customer will check whether he/she is satisfied with your product or service. The customer will also take care of possible word-of-mouth or post reviews to inform other people (potential customers).
It is important to understand this customer journey and optimise it in order to build customer loyalty and ensure that your customer moves on to the next step within the Customer Journey.
What value can Coupontools add for your restaurant within the Customer Journey?
Analysis: Coupontools offers the ability to view statistics and then analyse them. This allows restaurants or businesses in general to see what customers respond to the most and are then able to respond to that.
Timing: By sending the right offers at the right time and within that stage where the customer is in a Customer Journey, restaurants can ensure that the experience is optimised.
For example, consider offering a discount after a first restaurant visit or a discount for repeat customers (in the loyalty phase)
Diversity: As a restaurant, you can send different offers based on the stage within a Customer Journey.
Think of a welcome email or a reward for returning customers. Coupontools allows you, as a restaurant, to send varied offers, taking into account the phase the customer is in in a Customer Journey.
Conclusion:
As indicated, it is important to know what stage the customer is in a Customer Journey and improve the experience within that stage.
This will ensure that customers move to the next stage and remain loyal to your restaurant, resulting in positive word-of-mouth and new potential customers coming into your restaurant.
