Speaker #1Okay, what is up everybody? Welcome to BizzGrowth Collective, our show today. I'm going to be your host. My name is Tillman Givens the 3rd. That's right, Tillman Givens the 3rd. BizzGrowth Collective is all about expanding, it's all about growing, it's all about... collaborating together so that we can have a community where we help each other grow as business owners. Because let's be honest, this entrepreneur role can be pretty lonely at times. Haven't you felt that way? I'm sure you have. We all have. All right. So today we're going to be talking about the customer journey. We're going to be focusing on the customer journey. How has it changed since COVID? COVID was, you know, three, four years ago. A lot of businesses. I was just having this conversation with a business owner literally today. So we're going to be talking about the customer journey i'm going to be teaching you all some things about the five aspects of the customer journey so if you want to know a little bit more about that be sure to stick around to the end of this video we're going to have some other stuff i'll let you guys know at the end of the video that you're definitely going to want to hear about but first let's start with the customer journey you know how has it changed um so there's five components to the customer journey right the first one is going to be awareness right so awareness is You got Facebook and Google business profile are often the first touch point that a customer has with a business. Over 50% of the customers say that they use social media to research and discover new products. Easily engage with your current customers and make connections with new followers by frequent social media posting, right? Social media has changed the games. I think we all know that. I think that we've all seen a shift in the economy. A lot of these big corporations, major brands have been really, really shifting and going away. I don't know about you, but how many for lease signs have you seen on commercial buildings? It's been a ton, especially for these big box brands out there. Like some of the ones I grew up on as a kid, like Toys R Us, Big Lots, you know, obviously everybody knows about Blockbuster. Remember Hollywood video? Remember you used to have to like... go to the thing open it and then put the DVD in or the VHS and then wait to get it back had to wait in line Netflix did away with all of that so that's the first part is going to be awareness right so we're going to write that here if I can find my pen we're definitely going to write that because oh my pen's right here in my pocket ready to go don't you just love when you outsmart yourself anyway first one is gonna be Awareness, right? So awareness is the first step because you can't buy a product that you're not aware of. You know what I mean? So that's pretty self-explanatory for most business owners. You got to be able to make people aware. One of my favorite quotes by Grant Cardone is people don't, a lot of business owners and entrepreneurs don't actually lack a great product. What they lack is obscurity, meaning that there's not a lot of people that know what you have to offer there's not enough people that are aware of your offers you know you could have a lower offer a middle offer and a higher offer people if people don't even know that you're selling pencils then they don't know right if you have the cure to cancer and nobody knows you have the cure to cancer you could be healing millions of people but because no one knows about it you're not really helping or serving anyone so that's step one step number two is gonna be Findability. Findability. So now that I'm aware that you sell a product, right? We'll just start with my business, right? So my business, I have a digital marketing agency and firm. So people need to become aware that I offer SEO, website builds, social media ads, funnels, lead capture pages, reputation management, social media marketing, all these things. How do people find me? Is it through my website? Is it through Facebook ads? Is it through Google ads? Is it through social media posting? Is it through printing my ad in a piece of paper like this? You know, where has print gone since 2020? Where has print gone since COVID? You know, you have magazines. I got some magazines over here. One of them is called home concepts. Is that how people find you? Do people find you through mailers? Findability. What is your findability for your business? How are people finding you? And on a scale of 1 to 10, how potent, how efficient is that vehicle for your findability? Where are majority of your people finding you at? If you use Pareto's law, normally it comes down to about 80-20. You know, 80-20, you can pretty much apply it to anything. So a lot of people say 80% of my business comes out of this particular vehicle, whether it's mailers, whether it's social media, whatever it is, right? So findability, when 88% of consumers who do a local search visit or call a business within a day, you need to be found with accurate... across you need to be found and accurate across high traffic sources 46% of all searches for local information having accurate and up-to-date contact info hours of operation and more online ensures that customers will find your business first so what does that mean that means that if I could find you on next door on Yelp on Google on Facebook on Instagram on threads on YouTube I can there's millions of people but there are certain sections of people in different places right so if I can find you in all these places and all of these places have accurate up-to-date information guess what that means you're going to increase your findability maybe you're at a five percent findability and then you add LinkedIn on there you might have a ten percent findability for your ideal customer where is your ideal customer hanging out at where is your ideal customer shopping for your particular product or service. When you think about your client avatar, where does that person go to find things within the niche that you offer, right? If you're a roofing business, where do people go to look for roof? Is it Google business profile? Are they going to Google maps? Are they going to Google search? Are they asking for a friend? Are they asking Yelp? Where are they going? That's where you want to be. You want to be where Your customer and your ideal client is searching for that thing, not only where they're hanging out at, but where are they searching for the thing that you have to offer? That is a very, very key distinction. You can have a bunch of people that hang out on Reddit and talk about what's going on with the election. But are the people that's there looking for roofs, looking for tree services, looking for. digital marketing services, that's where your findability is increasing, right? So you do have a quality versus quantity there that you need to think about. But the question that you need to ask is where is my ideal client hanging out and where is my ideal client looking for the types of services that I offer? That's what we help you figure out at TNT Superior Marketing. Anyway, the next one is reputation. What is reputation? How you're viewed. At the end of the day, simplest form. how people view you goes back to high school middle school whatever you could have a reputation that supersedes you right a reputation that supersedes you you could have a reputation of giving great work you could have an expectation i mean a reputation of you know being popular you could have a reputation of being good at sports you could have a reputation for being a liar you got a reputation for being somebody who has a good heart you know when people think about the reputation of mother teresa What do you feel about that? When people think about the reputation of Dr. Martin Luther King, what do you feel about that? When people think about the reputation of you and your business, how do they feel about that? So let's talk about that for a second. Reputation. It says a positive online reputation is often what makes a consumer choose one business over another. Is that how you feel? In fact, 95% of consumers use online reviews. Bring it back. Not... In fact, 95% of customers use online reviews to make purchasing decisions, monitor and respond to your reviews to rank above your competitors and drive more business to your door. Right? So I'll give you a perfect example. I have, if your best friend comes to you and says, you know what man, I really want you to go check out this Mediterranean restaurant. I love Mediterranean food, so we'll use Mediterranean. If your best friend says, you know what, I want you to come check out this Mediterranean place. and then you go look them up online and they have a one or two star review are you are you more or less likely to go check out that restaurant probably a lot less likely right even though this is your best friend you knew you for 10 12 years they know what you like you know what they like y'all are best buds y'all got bracelets and everything you know what i'm saying and guess what because the reviews say one star two star you're like you maybe he just went on a day where the chef was just inspired and he just got a anomaly, right? But if you go to that same business and you see that they got a 4.7 review, 4.5 reviews on Google, and you can see people are, even their bad reviews, that the business is replying to them and saying, oh, you know what? We want you to come back. We want to give you this offer. You know, you got to be able to reply to your reviews. in a timely fashion typically 24 to 48 hours no more than 72 if you can i know sometimes as business owners we get busy we got payroll we got employees we got this we got that all these things that we're juggling but try to do it within 72 hours right because what that does is it shows google and it shows other platforms that hey this person is somebody who's live there's somebody who's replying to their customers their reputation is important to them So we're going to reward them by sending them more customers. And then let's rewind it one more time. Thank you, DJ. 95% of people make buying decisions based on what? Reviews and reputation. We're going to put rep for short. Reminds me of a video game. All right, we'll just go ahead and write the rest. Reputation. What's your rep like? Okay, the next thing is what? Conversion. So you got somebody who's aware of you, right? They found you on Google Maps or they found you on Google, right? So that is findability. They found you. What you were doing for your findability worked. They became aware of you. They found you. They saw your reviews. They said, man, you know what? This business got some good reviews. TNT Superior Marketing has some good reviews. Guess what they're going to do? They're going to call and get more information. and that gives you an opportunity for the number four piece which is conversion do we know what it means to convert yes we do you can convert a word document to a pdf that means that it switched over right so let's go over conversion when mobile visitors search for your business they usually looking for key information location store hours phone numbers product information your website needs that information and should be easy to find and navigate highlight the part that says and navigate if your website is hard to navigate it's hard on the eyes people are going to bounce off it's going to increase your bounce rate what is the bounce rate i'm glad you asked a bounce rate is the percentage of people that bounce off of your website when they land on it so if you have 100 people hit the site and 10 people bounce off every time 100 people hit the site you have a 10 bounce rate that's a bounce rate you're welcome if you didn't know about that but if you were my client with tt superior marketing you would know that anyway conversion right so we want to get those phone calls we want to get those emails we want to get those messages saying hey i want to learn more about your service i want to learn more about your offer i want to learn more about your product that's what a conversion is and the fifth and final step is advocacy Wait, did I do that right? I'm not the best speller, y'all. Oh yeah, I did do that right. Okay. I'm better at math, just being honest. Number five is advocacy, right? Advocacy. What is advocacy? Advocacy is when somebody actually is a advocate for your business. A long time ago, I used to be a manager at Chick-fil-A. Chick-fil-A calls their people who are, the people who love Chick-fil-A, they have a name for them when you're in Chick-fil-A management called raving fans. Raving fan. Think about that, a fan of the Dallas Cowboys or a fan of Manchester United. They are a raving fan. They are. advocate of you. They will wear your brand. They will tell others about you. They will tell other people about what you have to offer. They will make other people aware. they will tell their best friends their friends and family about the great service or product that you offer which increases your findability so my time is almost wrapping up so let me go ahead and hurry up to drive home this point 95 of people read reviews before making a purchase decision 95 improve the online reviews your potential customers read by asking for reviews from a happy customer they'll boost your star rating and drive more sales and sales go to revenue and that's something that we all need you know we all need revenue cash flow to support our loved ones support our family support our businesses support all the people that quite frankly we got in the business to help am i right like who are you in business to help you know is it your friends your family you know is it your loved ones sister brother whatever the case may be so you When you think about advocacy, think about the raving fans and the people that advocate for your business, the people that are a model for your business. You know, you have people that wear Nike, they wear Adidas, they wear these different brands because they are they want to represent something. They want to be an advocate for the model of just do it. You know, I mean, they have people that wear Kobe Bryant's brand because they want to embody that Mamba mentality. So think about that. advocacy, the five steps, just to recap, awareness, findability, reputation management, conversion, and advocacy. So how can we get to advocacy? So if you need more awareness and more findability, you can check out tntsuperiormarketing.com. You can send me an email at tillman at tntsuperiormarketing.com. Leave a comment below this video if you have a question about anything I said, or maybe something that you want to hear in our next show. with the biz growth collective but again i hope that you are absolutely being the best and be the change that you wish to see in the world let's collaborate let's grow let's expand and let's make a positive impact on the planet baby you know what i mean this has been your host tillman aka tg3 and i'll see you on the next video peace out
