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hello and welcome to the epic marketing show today we're going to be covering what a customer lifecycle is make sure you have a cup of tea today I've got a lovely cup of black currant Beauty and so if you want to go and grab yourself one and we can get started so I hope you're ready at its most basic a customer lifecycle is a series of steps that your new needs will go through to become new customers and then eventually onto loyal customers your customer lifecycle should be unique to your business you need to make sure that you plan everything out so that you don't leave any important touch points out of the lifecycle of your customer you want to make sure that you're always keeping contact with them all the way from lead right through to making sure that they become a loyal customer what you don't want to do is just get a customer and then run all the way back to the beginning again and try and get a new customer on board you will make most of your profits from your existing customers and turning them into loyal subscribers so let's draw a really basic customer lifecycle out so I can just give you an idea of the touch points that you should have don't forget to check out our life's like a marketing video which will help you plan this customer journey out that little bit better so the first part of any customer lifecycle is when your traffic is actually anonymous so your anonymous traffic is going to be the people that are hitting your website and they're going to be enjoying the content that you're putting up and they're just gonna be having a look around they're interested but they're not showing you that they're interested because they're just browsing the thing that you want to do is get them off of that anonymous state and also just being website traffic into being actual traffic that is rien gauging continuously so you have people coming from anonymous and generally we say this is the first time so these the first time people have ever come into contact with you and from there they become repeat offenders okay so these are the people who are coming to your site several times to consume your blog content to consume your videos and to consume anything that you're putting out you want to take this anonymous traffic and you want to turn them into repeat offenders effectively and once you've got them as a repeat offender you definitely want to get them as a lead and so you do this by means of a signup form or whatever you need to do to kind of get that person's contact information and the reason you want to get this is not so that you can sell it them really hard it's just so that you can take them on to another platform and continue the relationship in a much more meaningful way so from a leads you want to get them engaging with it with your content and engaging with the marketing that you're sending out to them any messaging that you're sending out you want to get them to have a positive response and once they've kind of shown you that positive response at that point in time they become a prospect we have another fantastic video on engagement marketing that you should check out because engagement marketing is all about how you can get that additional a little bit of engagement once you have a prospect you want to kind of continue the relationship up until the point where they're ready for the sale and when they're ready for the sale you want to make sure that you actually close that gap the lifecycle marketing will help you do so and when you close that gap they become a new customer now it's really really important when someone is a new customer to treat them like they're a new customer treat them differently explain to them exactly why it's so awesome that they've become a customer and urge them to become a repeat customer if you treat them right and you're adding value consistently to their lives and you're giving them information that they want and you're also not just trying to sell at them it is inevitable that they will become a repeat customer as long as your products allow for that so the next part and the next touch point is when they become a repeat customer you want to reward your repeat customers because at the end of the day you don't want them to become a lapsed customer so it is important to also plan for the stuff that you don't really want it's a touch point that unfortunately we do have painful because not everyone is going to go from being a new customer to a repeat customer and eventually to poke that we want them to be at which is a loyal customer some of them will lapse and they'll stop buying your products that's the point where you need to be reengagement which is why it's a really really important touch point to pad for so we take them from new customer to repeat customer we've hopefully avoided them becoming a lapsed customer but we have a plan in place for them becoming elapsed customer now we need to look at getting them to becoming a loyal customer so as I mentioned for rewarding you're a kind of repeat customers if you reward them and you treat them good and the products and services that you are offering them are really enhancing their lives they will become a loyal customer and a loyal customer is just one step away from becoming an advocate and then advocate is the sort of person that goes my goodness you won't believe it I bought this bicycle tire I did super awesome but the customer service was amazing so next time you know something goes wrong with someone else's bike they're gonna go you know that customer service was so amazing I think you should really go and buy a bike from such-and-such a company I'm using the bike example because you may have noticed from my name there is a company called Kenda tires they've never sent me any tires but I do often get told that they're biking tires are really really good so in this example let's say Kenda ties customer service was really fantastic and the client is basically gonna go you're your bike's just buy a tire I had some really really good service from Kenner tires I think that's where you should get your replacement from and once you have advocates what they will start doing is you'll go from having one customer to having that one customer telling lots of other customers about how awesome you are and that is the perfect business model because it will grow exponentially so that is what a customer lifecycle is in a nutshell you want to be able to leverage this kind of lifecycle into a customer journey and when you leverage that into a customer journey you have something called lifecycle marketing which will help you create the background so go check out our life cycle marketing video as part of this because this will help you enhance the customer journey that you're creating so that's it for customer life cycles if you plan to implement this in your business or if you have any questions or queries pop them in the comments below I love hearing from you if you like this video please give it a thumbs up and if you haven't done so already make sure that you subscribe until next time go forth and be epic