Six to be exact, according to Maria Ogneva.
Don’t get discouraged if your social media efforts have not yielded any solid sales. Customers are out there, and are ready to engage, but only when they are ready. When your social customers are ready, it is important to be listening and available with answers.
Here are the six stages of a social customer’s purchase process:
- Problem Identification
The first step in any solution is realization and acceptance of a problem. Once the customer realizes they have a problem, step one is complete.
Make sure you are advertising and marketing yourself appropriately, or simply put, customers won’t find you. Combine traditional advertising with online marketing through search engines and various social media outlets.
The customer has found you and has inquired. Now you have to respond with a personalized response. Communicate the product or service in terms that are specific to his or her needs.
If you were successful (compared to competitors), the customer has selected your company. Fully understanding your customer’s needs at this point is crucial. Make sure you know exactly what they want and need in the way of a solution.
You closed the sale and delivered the product or service. Make sure you continue to nurture the relationship (the customer), because so many sales are based on relationships.
Pleased customers make enthusiastic advocates and word-of-mouth is still the most effective form of marketing out there. Make certain you have a satisfied customer.
At The Whelan Group, we have recently begun rolling out procedures to ensure a continual form of communication throughout each stage of the purchase process – from introduction to advocacy.
Are you doing the same?
Read the full article: The Six Stages of Social Customers.