Put yourself in your buyer’s shoes to understand what it’s like for them…
You spend a lot of money on marketing & advertising to find your buyer. You go through many leads, some of them are dead end roads, then Bingo! you’ve got a buyer and they buy from you!
So is it the end of the story?
No, the story began before you found them. You need to understand why they were looking for your type of product or service in the first place.
- What was their need?
- Why did they choose you in the end?
- Did you meet their need?
If not, why?
- Why did they leave? How do you find out the real reason they left?
- Will they come back?
- Will they recommend you to other people?
Surveys to check customer’s satisfaction are flawed unless they allow for comments about why they left, what went wrong so that things can be improved.
To read more about “the Buyer’s Journey” written by Jessica Bledsoe: