You’ve designed the checkout or registration.
You’ve invested time and energy.
Now your customers come along and enter your funnel.
Let’s get real, your customer isn’t truly in a funnel. There’s no gravity compelling them through your experience like there is in a real funnel. There is only the customer’s motivation and your understanding of that motivation to create persuasive momentum.
Your customers’ journeys are their stories, NOT funnels. They could tell you the stories, just try asking them. And those stories don’t always have happy endings.
Your customers’ stories end happily when they are delighted. And for them that may mean buying from you or from a competitor. It’s simply a matter of perspective.
Now you come along and interrogate your analytics to find out what your customers did.
Is this process so very different from what you do?
The most successful companies start with the story from the customer’s perspective. Their business people make that story accountable through analytics. They anticipate what needs to be measured in order for the analysts to understand the actual customers’ experience – did their stories end happily? These stories are then shared with the business people and they learn what needs to be optimized.
Here’s what we know for certain: if analysts cannot tell the stories and business people cannot measure the stories then the strategy isn’t truly aligned with customers’ needs.
It’s time to perfect your concept of a funnel.
Buyer Legends can help you create customer-centered, data-driven customer experience design that is supported by narrative.
H/T to Tom Fishburne for inspiring this post with his marketing funnel