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From Tech Virtual Assistant to Tech Strategist | Making Your Skills Stand Out By Mastering The Customer Journey

There is a roadmap to making your Tech VA services absolutely indispensable. 

As a Tech VA, you’re not just ticking off boxes and completing tasks… You are part of your client’s (and your client’s client) digital journey. 

Whether you’re troubleshooting, streamlining processes, or implementing new tech solutions, every action you take can significantly impact the customer experience your client delivers.

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Why Is Strategy So Important? 

In the digital age, where customer expectations are constantly shifting and technological advancements emerge rapidly, having a strategic approach enables you to not only respond to changes effectively but also anticipate them. 

This allows you to offer solutions that provide substantial value, ensuring that your clients see you as indispensable— not just for the tasks you perform, but for the comprehensive vision you bring to their business.

Understanding Customer Experience

Before we dive in, I want to ask you two questions.

“When was the last time you bought something and had an amazing customer experience?”

What made it so great? From the very beginning, when you first became aware of the product, the service, the brand, through purchasing and then becoming a raving fan.

The more details you can remember, the better.

And then the second question on the flip side is, 

“Can you think of the last time you bought something and you had a terrible customer experience?”

What made it so bad? Think about the different steps in the journey. What were those sticking points that just made it awful? And again, the more detailed you can be, the better.

3 Essential Things To Keep In Mind To Think Strategically

  1. You don't have to be an expert in everything to be a successful tech VA (or tech strategist). Simply knowing this strategy is going to set you apart from a lot of people.
  1. ALWAYS keep the end user in mind. Don't just think about your clients and what they need. Think about your clients’ customers. The end user.
  1. Every customer journey is different.

I want you to start thinking like a strategist and understand the full customer journey, where the skills that you already have fit in and where you could improve. 

What a Customer Journey Looks Like

As mentioned before, every customer journey is different.

But what I'm going to talk about is a two-step process. 

The Overarching Strategy

First, I want you to clearly understand business strategy and how to use the customer journey map. 

This five-stage map outlines the various stages and touchpoints a customer goes through while interacting with a business. 

The goal of any business is to improve the customer's overall experience.

So the better the experience, the longer they stick around. 

Thinking back to those two questions I asked you at the very beginning of this post: 

Your amazing customer experience VS a terrible customer experience. 

Hopefully, you could think about two personal experiences as a customer buying something, a good experience and a bad experience.

And now I want you to put yourself in your current shoes - the tech strategist one. 

And I want you to think about your clients’ customers, the end user. 

You want them to have an amazing customer experience going through this journey. 

How can you infuse touch points along the way, using tech to make that end user's experience awesome?

That's what's going to set you apart.

When businesses hire you, you'll understand what tech solutions to offer at each stage of the customer journey.

We’ll go through all of them in this post so you can pinpoint gaps in their strategy, confidently recommend solutions, and genuinely influence their bottom line.

This knowledge alone sets you miles apart from so many other folks.

Learning Tech Skills

Now that you understand the overarching business strategy, next comes learning the core tech skills.

IMPORTANT: You don't need to learn all the tech skills to make an impact on your client's business. 

Not even close. 

All you need to do is learn the skills that you need when you need them. 

That's it. 

So let’s go through all stages of the customer journey and understand how you can help improve the experience in each one of them.

Stage 1 - Awareness

This is the stage where the customer first meets the brand - and you want to make sure this is a memorable experience.

So when a client wants to attract their ideal customer, you'll generate awareness with the help of:

  • Organic Marketing
  • Paid Ads Marketing
  • Networking

Making sure they have an avatar in place, a content strategy, ways to connect with the customers they want to attract. That’s all part of the awareness strategy.

Stage 2 - Consideration

Now that they know of the brand and found a connection, they’ll go through the consideration stage. That’s when they try to decide whether or not the product/ service is for them.

So when a client wants to nudge their ideal clients to sign up for emails, visit a website, or love their brand, you can help them generate consideration with the help of:

  • A Website and/or Landing Page
  • Email Marketing
  • Media (Podcasts, Articles, Webinar, Events etc)

Good user experience on the website/ pages, email sequences that deepen the connection and share valuable information, media opportunities that build authority - all these don’t happen without work and strategy.

Stage 3 - Purchase

If after going through the consideration stage, they are convinced and decide that the product/ service can help them, they’ll reach the purchase stage.

So when clients want to influence their customers decision to buy (not just once but multiple times), you can help generate purchases for them with the help of:

  • Sales Funnels 
  • E-commerce
  • Storefronts 
  • Payment Gateways.

PS: Payment gateways can be confusing, frustrating and complicated to so many business owners.

A bad check-out experience can cost many sales. It can cause a lot of customers to give up on the purchase - this can’t be overlooked. 

Stage 4 - Onboarding & Retention

They bought (yay)! 

Now you want to make sure they stay. 

So when a client wants to improve their customers experience with the brand so they stick around for the long term, you'll create strong onboarding and retention with the help of:

  • Onboarding Planning & Execution
  • Community
  • Customer Service

High refunds and cancellations rates are a sign of an onboarding issue. Especially if you’re confident the product is good, then you may be losing people in the onboarding process. 

Stage 5 -  Loyalty & Advocacy

The final stage. When the customer becomes an advocate for the brand. That’s the end goal.

That’s how you know the product/ service is a success and how you can lower marketing costs, because your customers will become an unpaid brand ambassador.

So when a client wants their customers to happily promote the product/ service to family and friends, you can help them generate loyalty and advocacy with the help of:

  • Customer Satisfaction
  • Gathering Testimonials
  • Affiliate & Referral Incentives

Taking care of the community you (or your client) already have is crucial. These are your people. They’re the ones who trusted the brand, the product and the ones who have the potential to stick around long term.

Backstage - Operations

Every business has a backstage. There are so many things that need to happen in the back to have a successful frontend. 

Achieving an excellent customer journey when the backstage is not running smoothly is close to impossible.

So there’s this unseen part that every business needs help with.

You can help your clients get out of the day to day decision making process by diving deep into the business operations. You can help them with:

  • CRM
  • Customer Relationship Management
  • Project Management
  • Automations
  • AI and ChatGPT

All of those are infused throughout all of the customer journey stages. They’ll fit in at every one of those touchpoints.

Transitioning From a Tech Virtual Assistant To a Tech Strategist

The truth is: you already know this strategy.

You know it because you have been a customer a thousand times over. We buy things all the time. 

You know what a good customer experience feels like as the end user and you know what a bad one feels like. 

It’s just a matter of looking at things from another perspective and paying attention to the details, keeping the strategy in mind. 

Listen to what your clients are saying and make suggestions based on this strategy.

And like mentioned before, you don’t need to know how to do it straight away. 

Identifying the problem and figuring out a solution to solve this problem based on the customer journey is the perfect place to start.

You can learn the ‘how tos’ and skills as you go.

Grow a profitable business with The GeekPack Collective - a monthly membership where you'll learn the secret to being a booked out Tech VA, Tech Strategist or Marketing Maven.

Transitioning from a Tech VA to a Tech Strategist means looking at the bigger picture. 

It's all about proposing solutions that not only solve immediate problems, but also enhance the overall customer journey.

This could be anything from introducing automated systems to improve efficiency, to leveraging data analytics for better customer insights.

So what's your goal to make sure your clients’ customers have a consistently exceptional experience?

And in doing so, you secure your place as an invaluable asset, ready to face any challenge with confidence and expertise.

And I want to help you get started today. 

Grab our free Strategic Customer Journey Map template and use it for yourself or for your clients. 

FREE Customer Journey Map Template - A tool designed to deepen your understanding of your clients' journey and enhance your strategic impact

There are 3 different ways you can use this:

  1. Personal Use - Take notes, visualize and plan your next business moves strategically
  2. Generic Portfolio Piece - Share on your website or share with potential clients as an example of how you can help
  3. Customized Service - Incorporate this template into your services or proposals by personalizing it for each client

I can’t wait to see what you can achieve with this template!

About the Author:
Some people look at the sky and see stars; others see constellations. Some people look at lines of code and see a website; Julia saw a path to empower women in building their dreams. As a (former) military wife, self-taught web developer, and lover of location independence, Julia has taught over 3,600 women to say “YES” to any WordPress request, but not only that, “YES” to themselves, and “YES” to creating life on their own terms. Empowering women and seeing others succeed is the biggest motivator for Julia. And so, she created a program to teach others the skills that allowed her to take back control of her life and start living on her own terms.
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