The best form of marketing is word of mouth. It is free and it is done for you.
But, in order to get people to talk about you, we must first understand what happen when someone decide to purchase.
This is a customer experience funnel and it shows what happen after people decide to purchase.
Purchase stage. Top of the funnel, this is where people first experience your product or service.
Customer’s goal: To solve their problem with the solution they purchased.
Your goal: To help solve their problem and also provide a beyond expectation experience.
Their experience: Not just satisfied with the product or service but also feel delighted with your extra efforts.
Loyalty stage. Middle of the funnel, this is where people make repeat purchase and become regular customers.
Customer’s goal: To keep getting expected or better result from what they purchased.
Your goal: To provide support and create better solutions for them through improvements.
Their experience: Feel understood and supported by you. Trust you enough to keep on purchasing.
Advocacy stage. Bottom of the funnel, this is where people recommend you to their friends and families.
Customer’s goal: To help other people with similar problem as them find solution.
Your goal: To get your product or service recommended to more people.
Their experience: Feel happy to be able to help someone else overcome similar problem as them.
Focus on your customers and they will help your brand and business grow.