Important elements of the customer journey

Are you familiar with the customer journey? It's simply the path a potential customer takes before arriving at your company.

It's not just your success that's at stake, it's yours too. What's more, it increases sales, customer satisfaction and retention rates. You can also imagine that a customer is a future ambassador for your brand or gym, and that you need to take good care of them. To explain this further, AZEOO provides you with all the details of the customer journey in this article.

Clarity

A clear vision of your company's mission, objectives, vision and values must be conveyed to the customer. This is a necessary part of the customer journey.

We only have to think of major brands to get an immediate image in our minds of that subsidiary, what it exudes, the target group. When it comes to sports brands in general, the common value is "innovation, inspiration and inclusion", values that you yourself can strive to integrate into your business with customers.

Stakeholders

Stakeholders are all the people with whom we might be able to work. This includes your customers, but also all your employees. So it's important that everyone knows what your company stands for. With clear guidelines, everyone will know what they have to do.

Everything is then linked to your company's mission, vision and values, which will provide a common thread for future decisions. In this way, the team and customers will be on the same wavelength, building a sense of sharing and transmission within the company.

Employees can also become ambassadors and representatives of the whole, both to customers and to outsiders.

The visual

A highly visual roadmap can help customers identify the building blocks of their journey and future evolution. There are a number of online tools available for listing customer objectives and milestones.

The roadmap can then serve as an initial teaser for potential customers, and you can even define it on a personalized basis. It's also possible to create roadmaps that vary according to subscriptions, with the aim of finding the one that best suits them.

This will enable you to visualize, for the person in front of you, the objectives he or she will have to achieve, but also your seriousness, your values and your missions. This roadmap can also serve to motivate members, since they have a goal to reach. This is very important in the sports world, and can guarantee continuity in work, even at a distance.

Finally, communication on these last points seems essential. Remember to contact your members personally, so that you can make readjustments or assess the situation and its evolution. Aware of these challenges for fitness professionals, AZEOO has developed an all-in-one coaching software package to help fitness clubs manage their customers.