Loyal customers are essential for any business to succeed. Positive reviews, referring friends and family, and advocating for your brand can help grow your customer base even more. To build and maintain loyal customers, every interaction with your brand needs to be positive. Consistent branding throughout the entire customer journey helps build trust and loyalty in what your business has to offer.
What is a customer journey?
Most customers follow a basic process when they’re deciding whether to make a purchase or do business with a company. The experiences that someone has with your brand that leads them to their purchase decision is called the customer journey.
The main stages of the
customer journey are:
- Awareness:The potential customer has a need and becomes aware of your brand.
- Discovery:The potential customer researches your brand to see if you can fill that need. They might compare you to other companies and their offerings.
- Purchasing decision:The customer decides whether or not to purchase your product.
- Retention:Your brand continues to engage the customer so that they return to purchase again and again.
- Advocacy:The customer is loyal to your brand and encourages other customers to shop with you.
Why is consistent branding important?
It can take 6-8 interactions for a customer to even consider purchasing from your brand. Consistent branding creates an overall positive experience. It also ensures that customers aren’t confused in the early stages of their journey. Moreover, building more recognition and trust for your business helps customers move closer to a purchasing decision. Consistent branding also keeps customers coming back, because you’re a brand they already know and trust.
How to build consistent branding
Follow these steps to ensure your branding is consistent across every step of the customer journey.
Awareness
A customer could first hear about your brand through an advertisement online, on TV, or in print. Make sure your advertising has a clear, customer-centric brand promise. Establish who you are, what you have to offer, and include your business name and logo.
Discovery
Potential customers will likely research your company online to learn more once they’ve heard about you. Keep your branding, imagery and design consistent across
all channels. Include a clear value proposition and deliver on the brand promises you made in your ads. Your customer service team should also respond to both positive and negative customer reviews in your standard brand voice.
Purchasing decision
Once a customer decides to purchase from you, make them feel confident in that decision by carrying your branding through to your in-store experience. Customers should recognize that your store delivers on the same brand promise you have on your website and digital channels. All
signage,
décor,
banners,
window and
floor graphics,
product displays,
business cards,
brochures and even
packaging should match and be a part of the
brand experience. Also, ensure your sales team is using fresh, up-to-date, and consistently branded collateral.
Retention
You’ve won the customer, but their journey is not over! If a customer has a negative or inconsistent experience with your brand during or after the purchasing process, they’re less likely to return. Pay close attention to any follow-up communications you send and ensure you maintain that consistent logo, color palette, and design. All your
marketing emails,
direct mailers,
social media posts, and
retargeting ads should use those same elements to reinforce the customer’s understanding of your brand.
Great customer experiences start with strong branding
Branding is so important when it comes to building and reinforcing positive customer experiences. The more your customers come to understand and trust your
brand, the more likely they will be to advocate for you. Don’t neglect any part of the customer journey—even after they purchase—to ensure you build a loyal customer base for the foreseeable future.
About AlphaGraphics Central Business District | Las Vegas
Located between Sunset and Pecos road east of McCarron Int'l Airport, Las Vegas a few minutes east of the LV Strip, AlphaGraphics Las Vegas is local owned and operated and specializes in helping marketing strategy for Las Vegas businesses. We are an extension of your marketing team, we specialize in marketing products that are visual and tactile. For some this might be mailers, for others it might be signs and banners. We consult with you to find out how you want to attract customers, and then we build solutions and campaigns to meet your goals and communication needs.
For further information about AlphaGraphics Las Vegas and their capabilities, and setup and marketing strategy consultation with one of our sales team contact the AGLV team at 702-798-7557 or visit their website, AlphaGraphicsLV.
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