Your Customer Journey Matters

The most important thing you can do as a business owner is to understand how your customers engage with your product or services. By analyzing your customers’ intentions, motivations, interactions and pain points, you have insight into implementing long-term strategies to keep you one step ahead of the competition. At Big Red Dog Marketing, we know that the best way to generate leads and turn them into lifelong customers is to provide valuable insight into the mind of the consumer. Think of it as a simple mathematical formula: 


Understanding the Customer’s Journey + Adapting to Meet their Needs = Success


Map Out Your Customer Journey 

The first step in understanding your customer journey is to create a customer journey map. Makes sense, right? A customer journey map is an outline of every step your customers go through when interacting with your business. It is a visual representation that helps to tell the story of your customer’s experiences with your brand across all touchpoints. This process helps to gain insight into pain points which will help to optimize and personalize the customer’s experience. Most customer journey maps focus on: 

  • Purchasing the Product
  • Social Media Engagement
  • Website (Lead and Conversions)
  • Online Advertising
  • Customer Service
  • Support Teams
  • Direct Mail


Set Goals 

Once you’ve created your customer journey map, the next step is to dive deeper into the customer’s obstacles and pain points. By understanding the roadblocks (phase by phase), you can align each step with a goal. These goals will be built around solving customer problems and helping them take action with your product or service. 


New Goals = New Strategies 

Your customer experience isn’t going to change overnight. With every goal linked to your customer journey comes a new strategy to improve that touchpoint. This means that those goals and strategies will have to be

  • Communicated across your business
  • Facilitated consistently across all advertising channels
  • Researched to show success 

Improving your customer experience involves learning the gaps in the service, setting new goals to address those areas and then focusing your efforts on providing the desired customer experience at every stage of the sales funnel


Assess the New Journey

Assessing each stage along the customer journey is critical to understanding success. Examples of different metrics to use can include

  • Number of visits to the website
  • Tracking where individuals are coming from to your website
  • Engagement with your social media platforms
  • Increased subscriptions
  • Conversion rates
  • Conversion funnel 

Effective marketing factors in all the strategies and data to identify what is and is not working. When the new journey is assessed through metrics, you can pivot those new strategies to create strong relationships with your customers. These relationships throughout their journey ensure that they won’t move on to your competitor.  


Need Marketing Support? 

At Big Red Dog Marketing, we understand the value of a strong marketing plan that aligns with each stage of the buyer’s journey. With clients located across the country, we focus on what your business really needs and understand how to make your company competitive to deliver high-quality results. From Integrated Marketing to SEO, we tackle any marketing need to help drive quality traffic to your website, raise conversions that build results and solve those complex problems every business owner faces.


Want to learn more about our team and how we can help your business? Feel free to give us a call at 919-926-8727 or email us at


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