When it comes to building a sustainable business that can outlive you, you need to understand that a website is critical in making that a reality. This means building a process that can turn a site visitor into a lifetime customer on auto-pilot.
Social media is great for marketing but you and I know that social media platform is not guaranteed especially when your account gets banned for some unknown reason, this means you have to keep rebuilding your fan base anytime your account is taken down.
Aside from that, you will always have to be online to respond to questions and queries about your business when there are online tools that can automatically handle it, that way, you can have time for other essential things in your life.
You need a process that can turn your site visitors into lifetime customers from the moment they visit your website to when they leave your site. There has to be a tracking device that tracks them so that you can keep delivering your products in front of them even when they are no longer on your website.
In this post, I will show you how to turn a site visitor into a lifetime customer just in 8 simple steps. To implement this process, you don’t need to be techy, you only need to understand what your customer needs at their journey point and how you can position your products or service to serve them where they are.
In other to turn a site visitor into a lifetime customer, you will need a Customer Value Journey
What Is a Customer Value journey?
A customer value journey is the process/journey your site visitors have to undergo from getting to know you/ your business to buying from you and becoming your evangelist. It is how you build a relationship with new prospects and convert them into loyal repeated customers.
Here are 8 Stages to Turn a Site Visitor Into a Lifetime Customer
Stage 1: Awareness Stage
At this stage, a site visitor is probably not aware of you or aware that you have a solution to his problem. Your job at this point is to create content that is problem/solution aware.
You create content that educates, entertains, or inspires your audience. Contents that makes them aware of a problem and makes you appear as the solution to their problem.
It is unlikely that a first-time visitor will go ahead and make a purchase from your site but watching educative, entertaining, or inspirational content from you about topics that interest them will help loosen them and makes you appear as an authority in your field.
Your goal at this stage is to get them interested in your content and possibly solve a few of their problems only from watching or reading your content.
Stage 2: Engagement
When site visitors become aware of a business and what it has to offer, it is only natural that they want to engage with the business either by liking, sharing, retweeting, commenting on social media, or asking questions to learn more.
Your job at this stage is to develop a relationship with them by engaging them with content that triggers engagement. Most content in the awareness stage should be able to do that as well, however, your goal is to track the engagements you are getting on your post whether it is posted on social media or on your website.
At this stage, you are expected to see more views on your video, more comments, retweet, likes, etc.
Stage 3: Subscribe
When your content gets a lot of engagement, your prospect is becoming aware of you and is getting interested in what you are offering. It is natural that at this point, you capture them and start nurturing them.
Here you will already have an email capturing tool on your site that asks a prospect to subscribe to receive more content from you. The subscribe stage also in a way shows you those who are genuinely interested in your offer and are likely to purchase from you with just a little push.
Get your process to give you their email address in exchange for exclusive content, freebie, discounts, etc.
Stage 4: Convert
At this stage, you would want your prospect to increase their level of commitment by getting them to taste or give your offer a trial.
There is this saying that if a customer spends a dollar on your site, they are likely to purchase again. Therefore, your goal here is to get them to commit by giving them an offer they cannot resist, we call it an entry-point offer. It could be a good discount on their first purchase, a free trial, a freemium, a freebie, a free 30 minutes consultation, etc.
Your goal here is not to make a profit but to get your prospect to commit to your business by giving it a trial and getting satisfaction from it.
Stage 5: Excite
At this stage, your customer has made a tiny investment as a form of commitment and your job here is to make sure that they have a good purchase that can develop into goodwill. Make sure that whatever they purchase from you, they gain more value than you offer.
It could be a great customer service experience, it could be a physical product with easy to understanding guide, etc.
Stage 6: Ascend
At the Ascension stage, you would have committed time, and money to get your customers value and excitement about the offer they have tried.
At this stage, you offer them your juicy core products with more benefits, and once they purchase, you can also upsell other offers because they have trusted you at this point.
Stage 7: Advocate
They said a good product sells itself. If your product is great and trusted by your customers, you will naturally start getting referrals.
This is because your customers will naturally talk about your product or service when someone asks them for a referral. Most times you see them talking about their experience with your business on social media even when no one asked them.
This is because they had a good experience with the product or services and would want people they know to share in the same experience.
Stage 8: Promotion
At this stage, even though your customers have the tendency to advocate for you indirectly, you can create a process for them to promote you more in exchange for something good.
You can set up a referral program where your customers get a discount, commission, points, etc, for referring buyers to your business.
When they know they can still get more when they promote you, they will stop at nothing to get more people for your business. After all, everyone likes making money.
A plan that follows these 8 stages to turn a site visitor into a lifetime customer is the kind of automation process your business needs so that you can capture them at any journey point even when they are not ready to buy.
A process to track, generate leads, and nurture them is what your business needs to become sustainable in the future.