I obsess over the customer journey too much
I always view every service I provide from the perspective of the customer journey. It’s second nature at this point since my time working at Apple as a Genius. But what does it even mean: the customer journey? To me, it’s the full experience you provide someone when they work with you, not just the end result. It’s the way you build rapport with your client and listen to them while sitting on your hands so you don’t control the conversation. The customer journey is one where the outcome is writing itself as you go.
recently, I developed a landing page through bio.sites with the goal of dropping social media viewers of mine into a safe space. This landing page is only being used in my instagram bio and the link associated with my custom ‘visit my website’ button on Linkedin (as of now). so, why focus on a safe space? it’s because of my constant obsession over the customer journey.
a screen recording of my bio.site
I built my website to be pretty user-intuitive and welcoming, so was another webpage, a.k.a. a temporary homepage, necessary? Yes, it was, because it allows me to segment my audiences while letting them learn about what interests them most about me. Before we get too far ahead, let’s not forget… that first touchpoint matters. A lot. If my bio.site showed any type of inconsistency compared to my actual website, viewers would lose trust fast. I kept very consistent themes across my bio.site and my website between automations and my love of sharing playlists.
So how does a landing page that everyone looks at segment my audience? I let them decide if they want to learn more based on what interests them. Remember, they’re coming from a social link: they’re looking for quick information, not my thesis. Whether it’s a deeper dive into who I am, my full library of automations, or just what’s on my all-time playlist, anyone viewing my bio.site has three different paths to explore. In essence, I’m letting the customer choose their own journey while still providing them the full experience of me.