April 07, 2016
You must be familiar with the customer purchase journey and retailer’s sales funnel. Every online and offline seller designs a unique sales funnel according to the nature of his business and the customers, he wants to target. In the internet world, customers purchase everything after reading reviews and ratings of products online.
As the time is passing, customer purchase journey is becoming more and more complex. Some people want to browse the product, some want to compare and a few want to purchase. With the growing competition, the end of
Based on different stages of conversion of lead into customers, opportunities; when you can show your best to attract customers is categorized into different moments- moments of truth.
Moments of truth
Let us firstly
First Moment of Truth
It is the oldest concept that the airlines suggested initially. It is the moment when a customer has approached you and it is certain that he has come to buy something. For example, a customer is in the supermarket and looking at the ‘drinks shelf’ to browse the best brand and its best drink. At the same moment, a salesman approaches him and tells him about the positives of various drinks available. He suggests a drink and leaves the end decision to the customer only. This is the first moment of truth when the customer is firstly experiencing the product himself. At that moment; the impulse purchases occur, salesman suggests you something and you are impressed by it, so you proceed to payment. It targets customer’s emotions, needs and gullibleness.
Talking about online businesses, the first moment of truth depends on your search engine rankings. If you are among the top results, you can suggest your best products to the browsers, if not either you are not visited or the time user visits you, he already has gained some knowledge from the best-ranked websites. We suggest you appoint Top SEO Agencies in the world, share your vision with them and improve your search rankings. These SEO firms also help you with the content development, such that you can create world class content to attract visitors. Another way to attract visitors may be online advertising like PPC, native ads and Facebook lead ads or even word of mouth.
Another good way would be including chat option onto your website, whenever a visitor is spending a lot of time in comparing the products and searching, the chat window may pop up asking him if he needed some help.
Second Moment of truth
It is the simplest but most important moment of truth which decides if the customer is going to buy again from you or not. You, as a marketer; need not do anything for this moment. It is the time when a customer uses your product like eat your food, use your cosmetics, ride your bike or read your book. You can sell your goods by false advertising on the grounds of false claims, but at the end if the user experience is not great on trying out the product, the probability of getting returning and repeated customers is negligible.
Third Moment of Truth
After you have sold your product to the customer, the marketing does not end. Now, you need to know about how your customers felt after using the product; was their experience good or was it bad? Post-sales interaction is very necessary today; it decides the future relationship between the seller and the customer. This is where a customer is transformed into advocate; who does your publicity for free. It is said that a good marketing is not when you praise your products, but it is when your customers praise them. Encourage your customers to write a positive review, promote you on social media and recommend you to their friends and family. You can interact with your customers via personalized email or SMS.
Zero Moment of Truth
It is a concept given by Google in 2011, after studying the customer purchase journey and increasing use of
With the use of mobiles for searching online, the surfing has increased tremendously. You just have to reach out to your pocket to know about any product and compare it with others. In short, Zero moment of truth involves; browsing, reading reviews, watching videos, comparing, discussing on social media etc. If you are honest with your services at this point, you are one step closer to selling. Best SEO Companies in the world can put you among the top results in search engine and then the game begins.
SEO and the moment of truths are closely associated, your performance and honesty while interacting with the customer, is the key parameter to establish a good image in eyes of Google and improved rankings. We will cover that in detail in the next part.