4 MINUTE READ
Customers make decisions every step of the way during the product lifecycle. To reach your target audience, it is important to know how to influence them to choose your brand instead of competitors. D2 Worldwide offers marketing support, product instructions, communications services, user experience (UX) research services, and more to improve the customer experience. Read on to see how to change visitors to customers during each step of the customer journey.
Realizing a need
First things first, the customer realizes that they have a problem and begin looking for solutions. Your product could be that solution. Customers can discover your product through a myriad of ways, whether through word of mouth, ads, social media, or search engine results. Showcasing your product is the first step to reeling a customer in.
Investing in marketing services increases opportunities for better brand recognition and sales. Our customer communications team includes graphic designers, writers, UX researchers, and editors. Our marketing support services include packaging copywriting, web copywriting, infographics, email and direct mail, sell sheets and brochures, and more. An appealing package and a recognizable brand can sway customers who have too many options.
Considering multiple products
Once customers know what they need, they may not pick up your product right away, and that is ok. They weigh their options with price, quality, lifetime, and more. Brand reputation is key during this stage. If customers are on the fence about whether to buy your product, every small piece of information is crucial. Word of mouth, especially if they are in-store, may influence their ultimate decision.
This is where our user experience (UX) research team shines. They offer user experience services, which include customer and market research in order to understand how people react to your product. Secret shopping may reveal that store employees are dismissing your brand compared to other options, which may reveal an opportunity for new training materials (which we can also help with). What’s the buzz research, surveys and questionaries, and interviews also gain valuable feedback from customers themselves. The more information you have at your disposal, the more you have to work with to win over potential customers.
Making a purchase
Once a customer decides to buy your product, they purchase it either online or in-store. Overall cost, including shipping fees and taxes, or a complicated transaction process may cause them to hesitate or even give up on buying your product. Aim for a smooth and secure purchasing process to avoid frustrations or returns.
Our UX researchers also have experience with website design, working with our graphic designers to create a website with a user-centered design. Graphic designers help it look visually appealing, brand-specific, and helpful, working together with UX researchers on making the process easy and intuitive for consumers. For in-store purchases, secret shopping can be insightful on what the process is like from grabbing the product from the shelf to actually purchasing it. Designing a seamless transaction process can diminish buying hesitations or doubts. A smooth process provides security and reassurance.
Using the product
Once they have purchased your product, focus shifts to the out of box experience. This includes all the materials customers encounter once they open the box. What is inside the packaging that can help with the setup process? How readable are your user manuals and guides? Are your assembly instructions easy to understand? Confusion with assembly or use may lead to long customer support calls or even product returns. Instructions that answer customer questions ahead of time can facilitate a smoother assembly process, so customers can get to using your product.
Technical writers, editors, project managers, graphic designers, and UX researchers work together to create product instructions that are intuitive. Professional technical documentation offers solutions before and after customers run into a problem. Our communications team aims to create documentation that is accessible and clear to customers. Once customers understand how to use your product, they can solve the need that put them on the customer journey in the first place.
Creating successful experiences
If a customer has an easy and helpful experience with your product, they may buy more of your brand and recognize it more often. A successful experience with your product builds trust and loyalty. It also may increase your product’s reputation through word of mouth and reviews. Customers who like your product may recommend it to friends or family who are considering buying a similar product. This is invaluable feedback and highlights the importance of facilitating a positive customer experience.
We would be happy to partner with you to reach your business goals. Whether you need marketing, product packaging, documentation, research, or more, D2 Worldwide has you covered. Contact us today for more information.
