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Every Step in the Customer Journey Matters

Every Step in the Customer Journey Matters

The customer journey is the process by which people become aware of your business, decide to deal with you, and eventually encourage others to do the same. There are five phases in the customer journey: discovery, education, trust, conversion, and advocacy. Business owners sometimes prioritize the discovery and conversion portion of the customer journey, but in truth it’s all important. Every step in the customer journey is an opportunity to optimize the relationship you have with them.

Martech solutions are selected and deployed based on the type of experience you’d like to provide your customer given their current customer journey position. For example, during the education phase, augmented reality can provide a fun way for shoppers to familiarize themselves with your offerings; influencers are also highly effective during this time, as is targeted content shared via your website, social media, and other platforms.

Every step in the customer journey matters. If the results you’re seeing aren’t in alignment with your goals, you can see where the customer journey goes off track by examining your website data. Google Analytics records and quantifies user behavior; problem points reveal themselves through a process of targeted analysis. The same data also provides insights on how to improve what’s already being done well. Data is a key component in effective personalization, allowing you to refine your customer’s journey so they feel centered and catered to at every step.

Are You Listening to Your Data?

Many business owners know their Google Analytics contains useful valuable data, but they’re not making the best use of it. This is because Google Analytics is not set up out of the box to analyze your traffic and answer your specific business questions. Google is taking steps to make the data more user-friendly, but the process takes time, with improvements rolling out on a semi-annual basis at best.

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To help those business owners who want to make better use of their data now, we’ve introduced RetailSmartData. Featuring custom Google Analytics configuration and expert analysis, RetailSmartData provides you with a comprehensive understanding of your customers’ journey, from the first moments of discovery through relationship development, conversion and beyond. If you’re going to do only one thing to improve your business in 2018, the smartest choice is to take control of your website data. RetailSmartData makes it easy.

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Creative Director/Senior Designer

Tom DiGrazia

With over a decade and a half of professional design experience, Tom brings his knowledge of design principles and focus on user experience to every aspect of his contribution to TTG. Paying special attention to each client’s brand, personalized needs and individual interests, he strives to create compelling concepts utilizing intuitive and highly-refined design solutions. In addition to traditional and digital design work and oversight at TTG, Tom also boasts a wide portfolio of web development projects with the company, allowing him to stretch his CSS and HTML skills across multiple platforms and disciplines. He feels that being a designer in the digital landscape of websites, eCommerce solutions, email marketing platforms and social media, it is important to understand the code that goes into these areas as it assists his ability to tailor designs specifically targeted to achieve the best end result and further builds understanding and communication with backend development teams.

In his off hours, Tom is an avid pop culture enthusiast, staying up to date on the latest shows, films, comics and games. He can also typically be found taking part in a whole host of artistic activities that help him further stretch his creative legs. Regardless of the activity, Tom is always accompanied by his dog, Eli, and his cat, Tib.

Specialties:
Design, Photography, Illustration, Digital Imagery Manipulation, Wesbite Development

Platforms/Tools:
Photoshop, Illustrator, InDesign, Lightroom, HTML/CSS, Wordpress

Analyst/Strategist

Courtney Dumont

As Senior Marketing Strategist & Analyst at Technology Therapy Group, Courtney is energized by the ability to flex both her left and right brain daily. Courtney discovered her passion for Marketing at Bryant University, where she spearheaded research on students’ perceptions of Social Media Marketing for her Honors Capstone Project. After graduating Bryant in 2012, she joined the Technology Therapy team, where she’s honed her skills in social media, search and social advertising, email marketing, SEO, and more.

Since joining the team, Courtney has created digital marketing strategies and managed campaigns for clients across the country, ranging from plastic surgery centers, to jewelry stores, to construction companies. With a cohesive, cross-channel approach and a focus on data-driven decision making, she has increased their leads by up to 217%. But Courtney doesn’t leave her zeal for social media at the office; she also runs a local foodie Instagram account with her husband to document their meals across Rhode Island and beyond. Check them out: @hoppilyfed.

Specialties:
Marketing Strategy, Data Analysis, Google Ads, Facebook Ads, Social Media

Platforms/Tools:
Google Analytics, Google Ads, Facebook Ads, Facebook Creator Studio, Instagram, Klaviyo, Mailchimp, Emma Mail, Google Data Studio, WordPress, YouTube, LinkedIn, Facebook, Microsoft Office