What actions should be taken during the sixth and final stage of the decision making process?

Disregarding the type of business you run, or the industry you’re in, you should probably be aware of what the buying process is & how to take advantage of it.

What is the Customer Buying Process?

In terms of marketing, many companies will put all of their energy and resources into the purchase itself. This is often a mistake because the customer has an entire process they will go through before they ever buy anything from you.

In fact, 70-90 percent of the buying process will happen prior to ever engaging with your company.

Every time a customer makes a purchase they go through a certain thought process. Even when they are making an “impulse buy” the customer will still go through the stages of the buying process.

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Understanding the buying process is important for your team and will help you design a better sales strategy.

The 6 Stages of the Customer Buying Process

When a customer is considering a purchase that is more expensive or requires some kind of monthly commitment they will usually spend more time thinking about it. They may want to research different options, talk to a friend or family member about it, and weigh the pros and cons of going through with the sale.

In business, this process is often portrayed as a sales funnel with more and more people dropping off as they move further into the funnel.

At each point during this process, the customer will go through a specific thought pattern. To help your customer follow through with the sale, you must understand what their needs are at each point.

Let’s look at the six stages of the buying process below:

Stage #1: Problem Recognition

This is the most important step in the decision process because your customer has to realize they need your product before a purchase can take ever place. This presents you with both the opportunity and the challenge of identifying with your customer. The best strategy is to articulate their problem in your marketing efforts.

With traditional marketing or PR, this can be done through advertising: having an ad that explains what the customer’s problem is, and how the product or service can solve it.

With any online business, on the other hand, the best way to influence the “problem recognition” stage is through content marketing. With the right content, you could identify with your audience, articulate their needs, and offer helpful resources and tools.

Stage #2: Information Search

Now the customer will begin searching for information to help them find the best solution to their problem. Most people will immediately turn to friends, family members, and colleagues for recommendations.

While you can’t really talk the above-mentioned friends or family members into endorsing your product, there are several things you could do.

• Focusing on the Product – If your product is really good, people are going to start being your brand advocates, and you won’t even have to pay them!
• Build Authority – This one’s pretty generic, and translates into regular marketing. It could mean working on your company web presence, for example, so that it’s easy for your customers to find you and learn more about your product.
• Reviews & Partnerships – Other than friends and family, there’s something else that’s extremely helpful in influencing decision-making: the influencers. Establishing connections with experts in your field (or bloggers, review websites, etc.) will help you stand out.

Stage #3: Evaluation of Alternatives

Although some people will come to a quick decision, most customers will not settle for the first solution they find. They will evaluate several different options and the possible benefits or drawbacks to each. And even if your company has the best product to meet their needs, they still may decide to go with someone else.

So, the one thing you could do at this stage is to offer a lot more value than your competition & communicate that with your customers. This can be easier in some industries (software, for example, where you can add more powerful features), but hard in others (consumer goods. Who looks at the brand of their toilet paper, anyway?)

Stage #4: Purchase Decision

Once the customer has explored their options they will make a decision about whether or not to move forward with the purchase. Yes, even though they have reached the middle of the buying process they could still choose to walk away.

At this point, customers need a sense of security. They also needed to be reminded of the problem that brought them here in the first place.

And if a customer does decide to walk away this is the best point in the process to bring them back. Depending on your industry, this could be a simple email reminder, for example (“hey, you were interested in out software!”).

Stage #5: Purchase

At this stage, you want to make it as easy as possible for your customers to buy from you. Does your website load too slowly? Can they order from their phone just as easily as on a desktop? These are questions you should consider.

The customer already decided that they want to do business with you – you don’t want to make it hard for them. Let’s say if your payment processing software is being laggy, they might just decide to ditch and go to your competitor!

Stage #6: Post-Purchase Evaluation

You may think you are in the clear now but your work doesn’t end after the customer makes their purchase! Customers will evaluate their purchase based on previous expectations and decide whether or not they are satisfied. If they’re not happy with your product, they’ll just never use it again – and everyone knows that recurring customers are much better than those buying just once.

Or it could end up going even worse, with the customer asking for their money back.

Depending on how you handle this situation, the customer will react differently. If you put their concerns at ease & even make them feel better, they’re much more likely to come back or even refer their friends. Or, if you treat them wrong, you’re never going to see them (or their friends) again.

There are a couple of ways to work with this stage…

• Good Customer Service – being able to talk to your customers & help them use their product can take you a long way.
• Follow-Up Emails, Survey – showing the customer that you care about their experience is a pleasant experience on its own.
• Fair Treatment – sometimes, the product might just end up not being what the customer is looking for. If you treat them with respect & offer a refund, they’re more likely to come back for a different purchase. If you shut them down, they’re lost forever.

Conclusion

Hopefully, these six steps have given you a better understanding of the thought process that goes into making a purchase. They can be extremely helpful if used as a framework to analyze your customer’s thinking, and then use what you learn in combination with other marketing efforts.

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By: Jill Huettich

Strategic planning is one of the most important undertakings that a business can engage in. However, it can also be one of the most overwhelming ones. That is, unless you understand how the strategic planning process works.

You’re probably asking yourself: “Where should I begin? How do I decide what my strategic plan should include? When should others get involved?”

Rest assured, we’ll answer these questions and more in this article.

Keep reading for a brief introduction to the strategic planning process where we’ll discuss the various strategic planning frameworks, common strategic planning goals, and the different stages of the strategic planning process.

We’ll even give a relevant example, so you can imagine how the strategic planning process might work at your own organization.

The six steps to the strategic planning process include:

• Identifying your strategic position
• Gathering people and information
• Performing a SWOT analysis
• Formulating a strategic plan
• Executing a strategic plan
• Constantly monitoring performance

So, to get started, let’s delve into strategic planning frameworks …

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What are strategic planning frameworks?

Since the 1950s, there have literally been hundreds of different strategic planning frameworks that have been developed, including popular models like OGSM (short for Objectives, Goals, Strategies, and Measures), Balanced Scorecard, and the 7S Model.

Frameworks such as these have been used by businesses of all sizes to achieve their objectives. While no two strategic frameworks are exactly alike, they typically all possess the following elements:

• Vision & Mission – A vision is essentially, the intention a company holds for its future (i.e. to become the #1 leader in widget manufacturing). By contrast, a mission statement describes a company’s values, as well as how that company intends to reach its vision.
• Internal & External Drivers – This element refers to forces both inside the company and outside, that can contribute to its success. For instance, an internal driver might be an organization’s leadership team, while an external driver might include a favorable business climate.
• Tasks, Objectives, & Goals – Employees perform tasks to accomplish short-term objectives. These short-term objectives are developed to help companies reach their long-range goals.
• Time Frames – Time frames create urgency, while also establishing a vision for when certain objectives need to be met. Additionally, time frames help companies measure their progress.

What are some common strategic planning goals?

Before undertaking a project plan, it’s useful for a company’s leadership team to begin thinking about which goals are most important to their organization’s success.

Typically, most strategic planning goals fall into one of the following categories:

• Quality – This goal means that a company is trying to improve the quality of the goods and services that it provides.
• Speed – Companies with a focus on speed want to service customers faster or speed up key manufacturing processes.
• Dependability – Businesses that want to strengthen their reputation with customers often make dependability their primary aim.
• Cost – Many businesses will try to cut costs by finding new ways to increase profit margins.
• Flexibility – When flexibility is an objective, companies want to be able to react to changing marketing conditions quickly.

What are the stages of the strategic planning process?

While there are many different strategic planning processes you might read about, most have some variation of the following stages:

1. Identify your strategic position

This is where a company defines short and long-term objectives, and the steps it might take to achieve them.

As an example, let’s say that a soda company envisions becoming the #1 soda company in the world. One objective to achieve that might be to increase market share 10% among baby boomers. In that case, it would make sense to have an action step of spending more money on ads that target baby boomers.

2. Gather people and information

Is there anything that could prevent you from achieving your objective? During this phase, you’ll gather the people and information you need to determine whether there are any other factors you should consider before implementing your plan.

For instance, maybe baby boomers aren’t the best market to go after in the soda category. Perhaps, instead, our hypothetical company should target millennials. During this analysis phase, companies tweak and refine their goals and objectives based on what they learn as they start collecting more information.

3. Perform a SWOT analysis

During this phase, you’ll identify your company’s strengths, weaknesses, opportunities, and threats. Doing so will help you refine your organization’s goals, so it can proceed in the most constructive way. It’s helpful to consult a SWOT analysis template at this stage to get the most out of this exercise.

Using our soda company as an example, we might realize after performing a SWOT analysis that there’s a great opportunity in a new overseas market. So, this would replace our original objective of targeting a specific demographic.

4. Formulate a strategic plan

Having gone through the first three phases, our soda company is now ready to develop a strategic plan that takes into account all of the information it’s gathered along the way.

So, during this phase, the soda company will create a plan that details what its goals are, how it intends to achieve them, how success will be measured, and what the timeframe is for accomplishment.

5. Execute the strategic plan

Every department has a role to play in ensuring that the strategic plan gets fulfilled. So, the marketing department might create an advertising roll-out plan for the overseas market that the company plans to target.

Likewise, manufacturing may need to research overseas distribution channels, and HR will probably have to hire employees in the new market to oversee the roll-out.

6. Constantly monitor performance

In this phase, a company monitors key criteria to determine how well the organization is adhering to the plan. It also evaluates whether any tweaks need to be made along the way to achieve the company’s long-term goals.

Again, with our soda company, to do this, we’d probably start by analyzing sales trends and our percentage of market share in the roll-out region.

This concludes a standard strategic planning process.

Most strategic planning processes contain anywhere from four to seven steps, so this is only one example of how an organization might go through the strategic planning process. There are others. Really, it’s just a matter of finding a process that works best for your organization’s needs.

Watch the video below for an in-depth walk through of how mind mapping and information visualization can be integrated into the strategic planning process.

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