Developing a business that continues to grow is very difficult. With the rise of competition and the digitization of business, strategic marketing techniques are more important than ever. Digital marketing is one of the paths that many businesses have chosen recently because people have focused their activities in the online world. In this case, WhatsApp Business can be a helpful digital marketing tool.
Furthermore, leverage WhatsApp Business with a CRM strategy integration. With WhatsApp CRM software, businesses can further streamline customer interactions by breaking down the steps of their customer journey. Businesses can enhance their online presence and build stronger relationships with their target audience by utilizing WhatsApp Business and CRM for digital marketing strategies.
In this article, we will thoroughly discuss the use of WhatsApp Business and explore common approaches to effectively navigate your digital marketing strategy for business growth.
Uncovering the Customer Journey with WhatsApp Business
Understanding the customer journey is the first step in mapping your digital marketing strategy. Why should it be? Because it ultimately improves the customer’s experience and drives conversion, that is essential for business growth. In this digital age, customers have a lot of options, which can make them overwhelmed. They often consider their choice and learn about the product before they buy it.
Thus, customer journeys will help businesses provide customers with the information they need. To help you learn more about mapping customer journeys, here are some insights.
The landscape of customer journey
Amidst the technological advancements in platforms and marketing channels, digital marketers have to understand the journey of customers in considering decisions before purchasing products. Massive mobile usage and personalized experiences have made customers tend to receive information quickly and rely on social proof. To anticipate this continuous change, here are some highlights from the four stages of the customer journey that digital marketers must understand:
Stage 1: awareness, customers start to be curious about your brand. Maybe they saw your eye-catching ad or stumbled upon your social media post.
Stage 2: consideration, customers are interested but have not decided to purchase. They start comparing options, reading reviews, and trying to figure out if your brand is the right fit.
Stage 3: purchase, The customer made their decision and chose to purchase your product.
Stage 4: post-purchase, customers use the product and may give their feedback.
Optimizing each step of journey by learning customer pain point
However, during the customer’s journey, there are points of pain, like when the customer is frustrated, confused, or disappointed, that can ruin the whole experience. Finding these problems at the start is very important because it lets businesses smooth out the rough spots and give their customers a great experience.
There are some frictions that customers might encounter, such as confusing website navigation, long wait times for customer service, hidden fees or unexpected costs, a difficult return or exchange process, and a lack of post-purchase communication.
A positive customer journey is not just about making a sale; it’s about building a relationship with customers and earning their trust. By understanding their needs and expectations at every stage of the journey, a business can create a loyal customer base that will help it thrive.
Here are some additional tips for mapping the customer journey using WhatsApp Business:
- Identify customer personas: Use WhatsApp CRM to gather information about your ideal customers, such as their demographics, needs, and pain points.
- Collect customer feedback: Request comments from your customers through WhatsApp business broadcast message at every step of the journey.
- Continuously improve: Regularly track key metrics and continuously improve your processes based on customer feedback and data you collect.
Brainstorming digital marketing plan for the WhatsApp Business
Digital marketing strategies and tactics using WhatsApp business
Digital marketing strategies are divided into three categories. Here they are and how you can leverage them in WhatsApp business:
Strategy #1: gaining engagement and building relationships
When implementing this strategy, businesses can create an automated welcome message that highlights the business value proposition and expresses gratitude to new contacts. Next, use recommendations and personalized offers based on purchase history to entice customers and build a strong relationship with them. Additionally, offer WhatsApp Business customer service and effectively resolve problems to foster trust.
Strategy #2: lead generation and conversion
Use WhatsApp CRM to generate call-to-action links in your online ad campaigns so that prospective customers can engage directly with your business and increase the conversion rate. Next, present your product catalog in an easy-to-find format with specification details, images, and links to facilitate customers’ direct purchases. Also, nurture personalized messages that offer discounts, which lead customers to complete the purchase and prevent cart abandonment.
Strategy #3: community building and advocacy
Apart from bringing in new customers, it is also important for retaining customers and keeping them loyal to the brand. Businesses can create customer groups using WhatsApp Business to foster interaction, discussions, or shared interests. Additionally, share expert advice, customer testimonials, images, and videos to promote credibility, social proof, and brand advocacy.
Understanding the competitive landscape on digital marketing
In marketing, businesses must understand their competitors’ strategies. Businesses can use this as a guide to keep growing and become the first choice for customers.
Before studying your opponent’s strategy, initially discover your compass by finding your business rivals. whether it is direct competitors, indirect competitors, or new competitors.
Examine their branding strategies, content strategies, public perception, and marketing messaging closely to identify their strengths and weaknesses. This in-depth analysis gives you the ability to pinpoint unmet client needs, set yourself apart with your offerings, assess your performance, and develop practical plans that take advantage of your advantages over rivals. You can outmaneuver your competitors and take control of the market by studying what they do.
Today’s business world is very competitive, so marketing strategies need to be strong and adaptable. The seamless integration of WhatsApp Business with CRM systems is among its best features. Don’t wait for your competitors to take the lead. Embark on limitless possibilities and exponentially grow your potential!
