What is a Sign Customer Journey?
The sign customer journey is a series of steps that a potential client navigates while researching, planning, and eventually purchasing signs from a sign company. A sign company’s goal should be to guide the client all the way through this process until they end up as a satisfied client, so they will make purchases from you. As new and repeat clients purchase, revenue will increase.
The sign customer journey begins, as mentioned before when a prospect contacts your sign company for a quote. You should make sure you know what this prospect is looking for in the context of signage and use that sign knowledge to guide them towards which sign companies or sign makers they should contact for getting sign quotes. You have the knowledge about which locations, designs, materials, and buying options are best suited to this sign customer’s sign needs – let them know!
Steps in the Sign Customer Journey
Once you’ve provided this prospect with some quotes for their different options, you’ll guide them the process through they need to complete:
1. The sign customer journey begins when a prospect contacts your sign company for quotes on their signs. You should make sure you know what this prospect is looking for in the context of signage and use that sign knowledge to guide them towards which sign companies or sign makers they should contact for getting sign quotes – you have the know-how about which sign company locations, designs, materials and buying options are best suited to this prospect’s sign needs.
2. Once you’ve provided this prospect with some quotes from other sign companies, they will likely contact your sign company again and you’ll guide them through the additional steps they need to complete for their particular project.
3. Be there for this prospect whenever they need you by being available through multiple channels (phone, email, live chat, social media).
Sign companies with high client satisfaction have a process for guiding prospects through their sign buying journey. They already know where they are in this sign customer’s sign journey and what steps to take to get them from the beginning of this all the way to sign-making. Clients like this sign customer journey because they’re getting the signs they need for their business at a price that works for them.
Sign companies with low client satisfaction don’t have one or many of these points covered, and therefore their sign customer satisfaction is lower than sign companies who do. This, in turn, means they aren’t bringing in as many sign customers and therefore don’t make as much money from these sign customers – and it’s all because of a lack of a customer journey!
Sign companies: you need to know where your current and sign customers are in their sign journey so you can guide them the rest of the way. Do you know where your prospects are?
If not, I’d recommend making a customer journey map – it’ll help you identify gaps in your relationship with these prospects. Then fill those sign points by guiding these clients through your sign buying process. Doing so will allow you to increase your number of customers and therefore the amount of money they spend with you – which is good for business!