To ensure the customer’s interaction process with the business is effective and ultimately drives sales, businesses need to understand the stages of interaction and the common types of interactions.
5 Stages of Interaction Between Businesses and Customers
Awareness Stage Interaction: Interactions in this stage focusing on increasing brand and product awareness among customers. Brands often attract attention through innovative content on various platforms such as websites and social media, etc., aiming to reach as many potential customers as possible. Useful interactive activities for this stage include gamification, activation events, giving away ebooks that provide knowledge, or free courses, etc.
Consideration Stage Interaction: In the consideration stage, customers tend to compare prices between brands within the same segment to determine the most suitable product for their needs. Useful interaction methods in this stage include offering special promotions, creating opportunities for product sample experiences, promoting product benefits, telling brand stories, etc.
Acquisition Stage Interaction: Interactions between businesses and customers focus on attracting and converting potential customers into actual customers. Interaction activities in this stage include creating engaging landing pages or call-to-action (CTA) buttons to convert views into purchase actions or sign-ups, retargeting ads to reach potential customers after initial interaction, or guiding and providing customers with detailed instructions on using the service/product.
Experience Stage Interaction: The experience stage is when businesses focus on interacting and taking care of customers who have made a purchase. Businesses strive to retain these customers by consistently providing valuable information and being attentive to their post-purchase emotions. Some common interaction activities include offering special deals, direct messaging, sending periodic personalized messages, conducting feedback surveys, etc.
Loyalty Stage Interaction: Loyal customers are valuable assets for a brand. Therefore, interactions between businesses and customers focus on maintaining and developing strong relationships with current customers, encouraging them to continue supporting and shopping from the business. Businesses need promotional activities or special programs for loyal customer segments, such as gifts, exclusive events, or priority customer care services.
The content belongs to Main Interaction Channel-The Master Channel’s, Volume 2.
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