This time, we will introduce the influence funnel, another marketing funnel.
While the purchase funnel represents the purchasing process, the influence funnel depicts the influence of the brand and consumer behavior.
In this article, we will explain how it works and how to use it.
Influence Funnel
If the purchase funnel is the customer's decision-making process leading up to a purchase (1) awareness, 2) interest, 3) comparison and consideration, 4) purchase, the belgium telegram phone number list influence funnel is the process by which brand awareness is spread after purchase, and is often classified into 5) retention, 6) referral, and 7) transmission.
continuation
This is the stage where the customer continues to use the product or service.
Activities are undertaken to cultivate and maintain customer loyalty, such as repeat purchases and continued subscriptions.
-Continued use of call centers-
Call centers can provide product support and troubleshooting during the ongoing stage,
quickly resolve any issues customers encounter, check customer satisfaction and feedback through regular follow-ups,
and strengthen customer loyalty by providing special promotional information to encourage repeat purchases.
introduction
This is the stage where customers recommend your product or service to their friends and family.
Referral programs and encouraging word of mouth are key strategies in this stage.
~ Utilizing call centers at the introduction stage ~
At the referral stage, the call center can collect positive feedback from customers and encourage them to participate in the referral program.
For example, offer discounts and special offers to participants. In addition, make a welcome call to the referred new customers and offer them an incentive for their first purchase. This
maximizes the effect of the referral and provides a positive experience for both customers.
Call
This is the stage where customers share their experiences and opinions on social media, blogs, etc.
Customer testimonials at this stage have a greater impact on new potential customers, so promoting positive communication is important.
The ideal situation would be for customers to spread the word of their own volition, rather than companies having to encourage them.
- Utilizing call centers at the outgoing stage -
During the outreach stage, the call center collects customer feedback and experiences.
Customers with good reviews are encouraged to share on social media and participate in campaigns. They are
also given support in using outreach tools and platforms to help spread the word.
This helps customers act as ambassadors for the brand and product.
Summary: Double funnel
In our previous and current articles, we introduced the changes in customer awareness at each stage of the marketing funnel and how to utilize call centers.
By considering the purchase funnel and influence funnel as separate marketing models, and by considering the entire purchasing life cycle, it is possible to achieve higher customer satisfaction and reach more customers.
* Often referred to as the double funnel.
What do customers want, what do they expect, and what will satisfy them?
In order to predict customer needs and provide appropriate follow-up, it is a good idea to analyze and develop measures using a marketing funnel.
