If you are looking to improve your online presence, either it be through a website re-design or just to refine and improve your service experience and offering online, this is a manuscript you can use to help you in the process. Feel free to subtract, add and refine :) Overarching questions & material
- Information about your customer journey
- Path to purchase
- Internal purchase process - what internal touch points do you have for a sale to go through? who are involved?
- How and when do you communicate with your customer during their purchase process? who does it? (department and responsibility)
- Who are your biggest competitors? and how do your company differentiate from them?
This article is for anyone taking the first step to understand how website analytics can be helpful for your company to improve sales or leads though actively working with your website. It's a list of initial and very simple questions you can use to evaluate performance and get insight for what actions you need to take in order to improve conversions and engagement. The purpose of this article is to help someone who is an absolute beginner to connect the dots between analytics data and your website.
A user journey/path to purchase is useful to help you develop communication, content and marketing strategies that are from your customers or potential customers point of view (i.e need based). I like to simplify, so I have abandoned the classic AIDA model (attention, intention, desire and action) which was used in school way, way back then for: See, think, do and care - which from my perspective is more straightforward and easy to use in the work I do with my clients and more applicable in our current context (remember the AIDA model originated around 1898).