think TRIBE: Blog
Information, tips and insights

Avoid bumps in the road – follow your web customer journey.

17th October 2022

The main thing we hear in B2B and B2C these days is how to use SEO to create unique content that keeps businesses relevant. While this is incredibly valuable for growing your online content, it often means many executives overlook a crucial element in the equation: the customer.

Customer satisfaction is the end goal for all good businesses. Understanding your customer’s behaviour while using your website is the first step in ensuring you’re creating an error-free customer experience that doesn’t just meet their expectations, but exceeds them.

Success can be self-evident. While it is easy to see what a company is doing well, spotting those bumps in the road can be more of a challenge. With nearly half of customers reporting having abandoned their baskets because of a misplaced promotion code or checkout struggle, that’s no small loss in revenue. When looking at your annual profits, imagine that figure doubled. Or worse, halved.

A consumer’s interaction with your brand or company is called their “customer journey.” Successful customer journey design enables you to lower expenses, boost income, and build and maintain client loyalty.

Each customer interaction, or touchpoint, plays a crucial role in the customer journey. Understanding these touchpoints enables your team to control expectations, assess successes and failures, and continue to improve customer experiences over time.

With thinkTRIBE’s Website Performance Monitoring and Customer Journey Optimisations, you can get ahead of any errors before they adversely impact your customers. By following your customer’s journey in real-time, thinkTRIBE take you behind the curtain of your website. You’ll be in your customer’s shoes, experiencing your website the same way they do, errors and all. This includes essential optimisation for third-party plugins and platforms.

Because thinkTRIBE’s user journeys are dynamic, they will navigate your website exactly like a real customer would, making realistic decisions at each stage of the process, such as randomly picking a category, item, or search result. This method will provide significantly more coverage over a narrower range of user journeys and help detect more possible performance bottlenecks.

Your website will likely be the main point of contact for many customers. Maintaining site integrity and optimal performance is just as crucial for your bottom line as your brand’s reputation. Ensure you meet your customer’s expectations by following their online journey and ensuring it meets the same high standards you’d expect if you were in their position.