In this blog we’re going to discuss:
Let’s dive in.
A customer journey follows three main stages, awareness, consideration and decision.
It’s the journey a user takes as they discover your brand and decide whether or not to purchase from you. A customer journey is made up of touchpoints. These could be anything from clicking on your email, visiting your website from social media or chatting to a sales rep via live chat.
Understanding how these touchpoints work together to drive users down the funnel is key to learning how well your marketing is working to drive new customers.
We know that users don’t land on your website and convert right away. The issue that you’re most likely encountering at the moment is that you can’t connect your sales to your anonymous website visitors.
With a tool like Ruler in place, you can track visitors through their entire customer journey.
Let’s look at it stage by stage.
Ruler uses first-party cookies, they’re ones used on your own website, to track your visitors.
Every time a user revisits, Ruler’s code fires and is able to match the cookie data to repeat visitors.
Let’s break it down with an example. You set up a PPC advertising campaign.
Ruler will track the GCLID information from your paid advert and use that to track which ad and even keyword, a user clicks on.
Sara is browsing the internet. She searches a key term on Google and clicks on your PPC ad. It’s the first time she’s visited your website.
As such, Ruler scrapes all of the data it can from her; the GCLID, which pages she landed on and subsequently engaged with, including the date and time of her session.
Ruler stores this data internally.
Ruler doesn’t just track the first visit to your website. It can also track and collate subsequent website visits so that you can better understand your leads and customers.
To continue our example, Sara revisits your site a few days later, this time via one of your Facebook ads.
Ruler scrapes the FBLID data and again scrapes key data. Given Ruler uses first-party cookie data, it’s able to confirm that this session is from the same person a few days ago.
It’s all well and good tracking website visitors, the issue most marketers have is linking this data to conversions.
While you might be able to track lead volume through form submissions, you likely struggle to link new form fills to real people.
In our example, Sara revisits a few days later after searching organically on Google. Ruler again matches this session to the two previous sessions.
However, in this session, Sara converts. She fills in a form.
Ruler’s code exists on your webforms and so it can scrape all of the contact data she leaves, and collate it with her previous session data.
At this point, Ruler fires all of this information over to your CRM, as Sara is now a lead.
So, in your CRM, you’ll be able to see data like Sara’s original source.
But her journey isn’t over here.
The form Sara filled in was to have a demo of a product. She sits her demo a few days later and converts on the call with your sales rep.
At this point, your sales rep updates your CRM and closes Sara into a closed opportunity.
Here, Ruler gets to work again. It scrapes the revenue data inputted and fires it back to your analytics tools.
So, in Google Ads, Facebook Ads Manager and Google Analytics, Ruler will accurately attribute your closed revenue to the influencing marketing channels, ads and keywords.
But we’re talking about customer journeys!
Well, when you log into Ruler, you’ll be able to click onto Sara and view her entire customer journey. And this is true for all of your leads. No matter if they convert via form, call or even live chat.
The obvious benefits should be pretty clear, but let’s walk you through some of the major benefits you’ll see when you start tracking your customer journey using Ruler Analytics.
We’ve got these down to four key benefits:
With Ruler, you can identify which marketing channels are driving higher quality leads, through how much revenue they generate compared to how many leads.
From there, you’ll be able to view the leads that result in revenue and start to better understand their demographics and qualities. Knowing this will allow you to get more refined with your marketing in the future and better target your messaging.
Knowing your audience, particularly knowing the customer profiles of those who are most likely to convert means you can get insight into your leads.
By understanding who’s most likely to convert, you can identify the best lead opportunities for your sales team to pursue.
As you delve into the customer journeys taken, you’ll start seeing patterns. From customer starting their journeys on PPC, or ending them through organic, this insight can help you better plot what messaging to share where, and when.
Developing your marketing strategy to align with your customer journey means that you can get a strategy with budgets too.
If you find a remarketing advert works really well at drawing back leads and getting them to convert, you can use that data to push it forwards.
It means more closed sales at a reduced cost. The key is working smarter, not harder, in marketing.
Ruler is the perfect tool to view your customer journeys on an individual basis. And remember, there are more features you can make use of when you integrate Ruler with your marketing apps.
With a tool like ours in place, you can see which channels are driving actions on an individual basis. This is helpful for marketing, but also sales who might want to see what leads are engaging with before speaking to them.
And remember, Ruler’s reports provide detailed data on your marketing as a whole. You can see which channels drive leads, which close revenue and how they work together through different attribution models.
See how Ruler works in action by booking a demo with our team. We’ll show you how you can track customer journeys on an individual basis and better understand your leads and customers.