Allow me to take you through the typical journey of your customer…
Recently, I found myself between a rock and a hard place when our bathroom toilet started leaking. Initially, it did not seem like a big problem, but over a couple of days, it started getting visibly and audibly worse. It got to the point where I saw a tremendous increase in our most recent water bill. The moment I realized that this issue had a financial impact on our budget, I thought, “It’s time; we need to call a plumber.”
Mildly annoyed that I hadn’t called one sooner and worried that it might end up costing an exponential amount to fix, I pulled out my cell phone and searched “affordable plumber near me.” The first two options to choose from were sponsored links, so I automatically assumed those were ads. Being a visual person, I looked across the screen for the Google Business Profile or Maps tab and saw the very first plumber had an “available 24/7” slogan. “Fantastic!” I thought. “This is the one!” But just before dialing the number displayed, I noticed they had a 2.5-star review score with only 5 reviews. This realization sent me back to the search bar, and I adjusted my search term to “best plumber near me.”
What followed was a search result of a few reputable-looking brands with strong review scores and a healthy overall online presence. One business stood out to me due to its strong social media presence and branded plumbing puns on its accounts, which led not only to a couple of minutes worth of entertainment but also to my decision to use their services.
Fast forward to a pleasantly responsive and friendly interaction with their 24/7 emergency chat line on their website—a plumber was out to assist us in no time! The issue was resolved, and to be quite honest, the cost was nothing compared to the value of the service they provided so quickly and professionally.
Now, let’s step out of the plumbing world for a second…
This is your customer. I could be your customer. I am looking for your services—not specifically you. In my search for those services, if I happen to find you, I need to trust you to decide whether or not I am going to exchange my money for your service/product. Once that exchange has taken place, I will either be satisfied or dissatisfied with your performance and delivery. Do you see how important your online presence is in your customers’ journey? Do you see how your audience is deciding whether or not to buy your products and use your services even before they have made contact with you?
You may not have thought of it this way before—but luckily for you, we at Studio98 have. We have years of accumulated experience making businesses like yours be found first and thought of as the best in their industry.
Ready to advocate for your target audience? click here to connect with our marketing team today!