The Customer Journey: How to Guide Clients from Awareness to Advocacy
- Anne Ganguzza
- Aug 17, 2022
- 2 min read
Updated: Feb 19
The Path a Customer Takes to Hiring You for Voice Over isn’t Random—It’s a Journey
From the moment they discover you to the moment they become a loyal client, every step matters. Understanding this journey can help you optimize your marketing, communication, and service to ensure more bookings and long-term relationships.
Awareness: Getting Noticed
Awareness is where it all begins. A client first hears about you through referrals, social media, casting sites, your website, or direct outreach. The more places you show up, the better your chances of attracting work.
To improve awareness, focus on creating and sharing valuable content. Keep your website updated with fresh demos, maintain an active social media presence, and consider digital advertising to expand your reach. Cultivating strong relationships with agents and industry contacts will also help boost your visibility.
Consideration: Helping Clients Choose You
Once a potential client knows about you, they’ll start evaluating whether you’re the right fit for their project. This is where your demos, testimonials, and communication make a big impact.
Make it easy for clients to listen to your work, download samples, and see past client reviews. Ensure they can quickly contact you or your agent with any questions. Your website should be clear, professional, and optimized to show why you’re the best choice. The easier you make their decision, the more likely they’ll hire you.
Ensure that every interaction with your company adds value, is a positive experience, and moves your customer closer to their goals.
Purchase: Sealing the Deal
The purchase phase is when a client hires you. This is your moment to make the process seamless and professional. Quick responses, clear pricing, and smooth communication all play a role in building trust.
Your website should be easy to navigate, with clear contact options and pricing transparency where applicable. If a client books you through an agent or casting site, ensure you follow up professionally and promptly. Deliver high-quality work as requested, in the correct format, and always express gratitude for the opportunity.
Retention: Keeping Clients Coming Back
Once you’ve worked with a client, the goal is to turn them into a repeat customer. Retention is about providing ongoing value and maintaining a strong relationship - helping them along their journey is how you keep customers happy.
Consider sending follow-up emails to check in, offering occasional discounts for loyal clients, or providing a few free pickups to show appreciation. Staying top of mind ensures that when the next project comes up, you’re their first call.
Learn More about The Buyer Journey - Listen HERE:
More at VOBOSS.com
Advocacy: Turning Clients Into Fans
When a client loves your work and experience, they’ll naturally tell others. Encouraging advocacy means gathering testimonials, asking for referrals, and staying engaged with past clients. Ask satisfied clients for a review and post it on your website or social media. A simple thank-you email requesting a testimonial can go a long way. Happy clients will become your best marketing tool, helping you attract even more opportunities.
Thanks for reading - Anne
Work with Anne
Anne Ganguzza is California-based Voice Actor, Voiceover Coach, and award-winning Director & Producer specializing in target-marketed Voiceover Demo Production.
Comments