Do you know every touchpoint that customers have with your brand? More importantly, do you know what their experience is like with your brand at each of those touchpoints? Are they satisfied, happy, or frustrated?
Understanding your customer journey is the foundation of creating a special experience for your customers at each stage, and in turn improving conversions and retention.
The first step of any customer journey mapping process is to clearly identify the different types of customers who interact with your brand. They may have different goals, motivations and pain points so the approach when engaging them needs to be adjusted accordingly.
Personas are fictional representations of your different customer types which put a human face to the insights making it easier to relate to and understand their experience.
With the personas identified, we then move on to mapping each of their unique journeys. Among other things, these customer journey maps include their goals, actions, channels and pain points.
This information is gathered through a substantial range of research including on-site and campaign analytics, internal workshops, customer surveys and interviews and much more.
Customer journey mapping is the process of using internal and external data to understand the stages of your customers lifecycle with your business. This covers all the way from the first time they identify they have a problem that your business may be able to solve, to becoming customers and in turn brand advocates.
Depending on your business, the lifecycle could be years long and involve hundreds if not thousands of touchpoints. This makes it so critical to map the stages of the journey and each individual touchpoint to understand which are the most important in converting and retaining customers.
There are substantial benefits to customer journey mapping, with some of the main ones being:
Mapping your customers journey can be a complicated process however the rewards will be substantial in both the short and long term for your business.
"We have partnered with Bang Digital for a number of years servicing digital advertising for townhouse developments in Melbourne and Brisbane. They offer great service, consistently meet our targets, and stay within quite a challenging budget. I'd happily recommend them to anyone looking for good value and effective online advertising."
"Since working with Bang Digital, we have achieved positive growth across a number of key metrics, including our site traffic and enquiries. A key project that Bang were pivotal in supporting us with was the launch of a new website - we benefited from having both their assistance and expertise. In addition, we appreciate how helpful the team were during our transition to GA4. We look forward to what else we will achieve together in 2024."
"Renae and the team at Bang are fantastic. They understand the pressures of business and the importance of a marketing partner who is not just another service provider. From our experience everyone at Bang Digital has been friendly, efficient and helpful. Their management and regular reporting keeps us on track so we can continue to do what we do best and look after our clients."
"The team at Bang Digital have been incredibly helpful and professional in setting up and managing our campaigns. They are a delight to work with and are happy to answer any questions to ensure quality advertising campaigns. I would highly recommend using their service!"
"Good digital partners are hard to find, and once you find a good one, you stick with them; this has been our experience with Bang. The team at Bang have been invaluable in helping us maximise our digital spend to reach our lead generation goals. They’re a great partner in all the right ways - they know when to push and when new tactics may need a little longer to percolate. Highly recommend."
"Such a pleasure working with Bang! We got some amazing results :) Highly recommend."
"We have worked with the team at Bang for over 12 years and we are looking forward to working with them for many more years!"
"BANG provide an informed and fresh approach to digital. Their team are prompt at responding to questions and offer the insight and detail we’ve been looking for."
"Highly professional digital marketing company, yet they do business in an informal and relaxed way, and in partnership with the customer. I am very pleased with the results we achieve with team Bang, as are the people I have referred to Bang."
"We've seen great results with Bang and they've also assisted with the planning of our digital strategies, providing advice and recommendations outside the scope of our services, which has been hugely beneficial to our overall results and digital marketing campaigns."
"Bang Digital approached us at the end of 2020 to ask how they could help us with some pro bono SEO work for our For Purpose. Over the course of the past year we have had to shift many events online to COVID-proof our fundraising income, and we've been fortunate enough to be able to call on their team to help us. Bang have been instrumental to the success of these online projects - such as Bids for Breastfriends, an online auction which had lots closing daily throughout April. Bang worked out a digital marketing strategy which included daily EDMs, daily Facebook and Audience Network advertisements, SEM backup - and support from the team themselves. Working with Bang mean we had an expert supporting us at each step of the way - social media, EDM, SEO and SEM, website optimization and wonderful project management. We couldn't be more grateful."
Working with Bang Digital has been a game-changer for our organisation. Their "always on" strategy has enhanced our digital presence, and we have seen remarkable results to date. The team is incredibly knowledgeable and proactive, always staying ahead of industry trends and ensuring we are well-informed. They are also easy to work with, consistently demonstrating professionalism and dedication to our success. Not only have they delivered outstanding results, but we have also learned a great deal from their expertise and insights. We couldn't be more pleased with our partnership with Bang Digital and look forward to continued success together.
"Highly professional digital marketing company, yet they do business in an informal and relaxed way, and in partnership with the customer. I am very pleased with the results we achieve with team Bang, as are the people I have referred to Bang."
"We have worked with the team at Bang for over 12 years and we are looking forward to working with them for many more years!"
"Highly professional digital marketing company, yet they do business in an informal and relaxed way, and in partnership with the customer. I am very pleased with the results we achieve with team Bang, as are the people I have referred to Bang."
"BANG provide an informed and fresh approach to digital. Their team are prompt at responding to questions and offer the insight and detail we’ve been looking for."
We have partnered with some amazing brands, both Perth based and globally, to help them achieve their unique objectives. We work across their entire digital strategy to ensure that every step of the digital journey is clearly identified and optimised. See our case studies for examples of the results we have achieved in partnership with these clients.
Got questions? Well we have answers! If you are still a little confused or would like to discuss some options with our team, feel free to get in touch.
Search Engine Optimisation is a multi-step process with the aim of increasing the quality and quantity of organic, or unpaid traffic to a website. This is achieved by increasing the websites or web pages visibility on a search engine results page.
SEO is the abbreviation for Search Engine Optimisation.
SEO used to be optional, but with business shifting more and more to the digital landscape it has become a key component to outperforming competitors.
Search engines are becoming more intelligent and are focusing not only on SEO optimisation but how people are interacting with and using your site (User Experience). Having an optimised website that is also human-focused matters and should be part of any web sites strategy.
On-Page SEO focuses on optimising individual pages with the goal of increasing relevant traffic and higher rankings in search results. This can include, but not limited to, work such as creating and updating content and HTML Source code updates.
Off-Page SEO involves activities completed away from your website that help to increase page ranking in search results. This can include link building, social networking and brand mentions.
Technical SEO refers to website and server optimisations that help search engine spiders crawl and index your site. Effective Technical SEO’s main goal is to help improve organic rankings and drive traffic to a website.
SEO can be a long and daunting process full of keyword research, technical optimisation and audits. Take the pain out of appearing at the top of search results and contact us today to see how we can help.
At Bang, we believe no customer journey is exactly the same, and neither are our clients. We work with your team to identify where we can help with sustainable, long term business growth. Once we can establish this information we can advise on the cost of SEO for your business.
We’re confident in the work we do and believe you will love working with us and this is why we offer No Lock-In contracts.
