Life is all about paths and which road to take as we embark on the adventure for our quest to live out the American dream. As a veteran small business owner, it’s an exhilarating feeling when you know you’re journeying towards the path of success. But, this is not a solo trip and you are not alone. Your customers are on a journey of their own, and competition in the business arena is fierce.
Each day more and more businesses saturate the market, vying for the same customers and the same government contracts. If you want to stay on top and come out ahead, in the end, you will need to join your customers by taking a metaphorical walk in their shoes and go through their journey. This is a process that will help ensure you encapsulate the customer experience with your product or service, and in return will enable you to identify triggers, understand patterns of behaviors, and produce a personalized customer journey experience that results with accomplishing your business' goals.
Before we get down to the nitty-gritty of this process, let’s start with the basics of defining a customer journey or buyer's journey and why it’s important to you as a veteran small business owner.