The Times Australia
Small Business News

.

Sales Strategy: 5 Tips for Increasing Conversions Through a Well-Planned Customer Journey


A well-thought-out customer journey is key to creating and increasing conversions. Without a logical flow to follow, potential customers may become frustrated, leading them to abandon their carts or make fewer purchases than they otherwise might have. 

If you want to avoid these costly issues, start by implementing the following tips:

Have a User-Friendly Website

When you're operating within the e-commerce space, the most important part of your sales funnel is your website. To get the most out of it, consider engaging a professional. While many of Australia’s best creative agencies are situated in large cities like Melbourne and Sydney, you’ll find fantastic agencies and freelancers in smaller towns too.

So, whether it’s a digital marketing agency in Geelong or a web design studio in Townsville, you should have no trouble getting the support you need to develop a fully functional, user-friendly website that’s perfectly suited to your customer's wants and needs.

Customer Service Is Key

Arguably as vital as the performance of your website is the performance of your customer service team. Customers are far more likely to make a purchase if they can easily contact support and receive a timely resolution.

Staff should maintain a consistently friendly demeanour and provide resolutions that are simple and satisfying for the customer. Your team should do their best to answer questions and resolve problems on the first interaction.

Capture Leads

Another important touchpoint in the user journey is the initial collection of their details. People are far more likely to give you their first name and email than they are their full name, address, and phone number. So stick to the basics at first to build trust between the user and your brand.

Many businesses just collect email addresses. However, it’s important to get a first name if you can as this will allow you to create more personalised emails and marketing materials. Generally, what you’re looking to do is develop a list of “hot leads” – people who already know, like and trust your brand.

Follow Up

Once a customer has provided their details, follow up regardless of whether they make a purchase. If they do complete a purchase, you should send communication requesting feedback on the products they purchased and their shopping experience. If they didn’t complete their purchase, reach out to remind them that they have an active cart.

It can help to provide people who’ve abandoned their carts with a discount code or special offer. This is also a good opportunity to ask for feedback on why they chose not to complete their purchase. You may not get a response, but it’s still worth asking as long as they’ve given permission for you to contact them.

Support Repeat Orders

Finally, many businesses make the mistake of thinking the customer journey is over once a consumer makes a purchase. This couldn't be further from the truth. Customers who have already bought something from your company are more likely to complete a transaction than those who have never purchased from you before.

Your existing customer base comprises your hottest leads, meaning this is where you'll be able to convert sales most easily. Don't forget to nurture these relationships because once loyalty has been built, it tends to result in repeat transactions.

A smooth experience is key to getting customers to fill up their carts. Apply these tips to support the customer journey at all touchpoints, and you should soon see an increase in conversions.

Property Times

Duke of Dural to Get Rooftop Bar as New Owners Invest in Venue Upgrade

The Duke of Dural, in Sydney’s north-west, is set for a major uplift under new ownership, following its acquisition by hospitality group Good Beer Company this week. Led by respected private hotelier John Azar, the Good Beer Company has a proven t...

Top Tips for Finding the Ideal Block to Build Your Home

There’s something deeply personal and exciting about building your own home. You’re not just choosing paint colours or furniture, you’re creating a space that reflects your lifestyle, your dreams, and your future. However, before you start sketchin...

The Home Buying Process Explained Step by Step

Buying a home is a thrilling milestone, but it can also feel like navigating a maze without a map. With paperwork, finances, and decisions at every turn, understanding the home-buying process is crucial for success. Whether you're a first-time buye...

Thinking of Selling Your Home? Here’s What You Need to Know

Selling a home is more than just putting up a “For Sale” sign. It’s a strategic process that involves preparation, pricing, and negotiation - all aimed at getting the best value for your property. Let’s go through the most important steps to take b...

Food & Dining

West HQ is bringing in a season of culinary celebration this July

Western Sydney’s leading entertainment and lifestyle precinct is bringing the fire this July and not just in the kitchen. From $29 lobster feasts and award-winning Asian banquets to Sydney’s first-ever Acquapole fitness classes and family fun gal...

Onsite Caterer vs a Full Service Venue: 9 important things to explore

Choosing between an external catering company and an all-inclusive venue is a major decision that affects cost, flexibility, food quality, and the overall event experience. Venues with in-house catering offer convenience and streamlined coordinatio...

Meal Prep as Self-Care? The One Small Habit That Could Improve Your Mood, Focus & Confidence

What if the secret to feeling calmer, more focused, and emotionally resilient wasn’t found in a supplement or self-help book — but in your fridge? That’s the surprising link uncovered by leading dietitians Anna Debenham and Alex Parker from The Biti...

Cult Favourite, TokyoTaco, Opens Beachfront at Mooloolaba this June

FREE Tokyo Tacos to Celebrate!  Cult favourite Japanese-Mexican restaurant TokyoTaco is opening a beachfront venue at the Mooloolaba Esplanade on Queensland’s Sunshine Coast this June.  The doors of the new venue will open on 18 June and to cel...

Business Times

Navigating Leadership Mistakes with Confidence

I am always surprised by this question: How do leaders get over embarrassing mistakes and still succeed? The use of the w...

Australia’s Grill’d Transforms Operations with Qlik

Boosting Burgers and Business Clean, connected data powers real-time insights, smarter staffing, and standout customer exp...

Agentforce for Financial Services: Merging AI and Human Expertise…

In this rapidly evolving world of financial services, deploying customer experiences that are personalized and intelligen...

The Times Features

Is our mental health determined by where we live – or is it the other way round? New research sheds more light

Ever felt like where you live is having an impact on your mental health? Turns out, you’re not imagining things. Our new analysis[1] of eight years of data from the New Zeal...

Going Off the Beaten Path? Here's How to Power Up Without the Grid

There’s something incredibly freeing about heading off the beaten path. No traffic, no crowded campsites, no glowing screens in every direction — just you, the landscape, and the...

West HQ is bringing in a season of culinary celebration this July

Western Sydney’s leading entertainment and lifestyle precinct is bringing the fire this July and not just in the kitchen. From $29 lobster feasts and award-winning Asian banque...

What Endo Took and What It Gave Me

From pain to purpose: how one woman turned endometriosis into a movement After years of misdiagnosis, hormone chaos, and major surgery, Jo Barry was done being dismissed. What beg...

Why Parents Must Break the Silence on Money and Start Teaching Financial Skills at Home

Australia’s financial literacy rates are in decline, and our kids are paying the price. Certified Money Coach and Financial Educator Sandra McGuire, who has over 20 years’ exp...

Australia’s Grill’d Transforms Operations with Qlik

Boosting Burgers and Business Clean, connected data powers real-time insights, smarter staffing, and standout customer experiences Sydney, Australia, 14 July 2025 – Qlik®, a g...