7 Ways to Improve the Digital Experience for Your Customers
Did you know that 84% of consumers consider the experience a company provides to be as important as their product and services? Now, in the wake of COVID-19 and the technological age, a huge majority of purchases are conducted online.
So, a customer’s digital experience is more important than ever. It’s the competitive edge, the way you retain loyal customers and convert new ones.
But how do you ensure that you provide an excellent digital experience for your customers? Keep reading for a comprehensive guide with everything you need to know about online customer experience and how to stand out from the competition.
1. Understand Customer Behaviour With Data Analytics
If you want to implement successful customer experience techniques then the first step is to understand your customers’ behavior. If you can find out what your customers like and don’t like then you can tailor your site to their requirements and preferences.
So, how do you do this? Use available analytics and data science with the assistance of to see how your customers act online. You can create a customer journey map and tweak it based on the data that you observe.
Use in-depth insights at every important step of your customer’s journey and then create a customized experience based on this.
Your work with this is never done. You need to constantly review how your customers are behaving online so that you can adapt to remain relevant and appealing.
2. Optimize for Self-Service
Customers don’t want to be micro-managed or babied when they are doing things online. They’re more tech-savvy now than ever and they expect a certain amount of autonomy when they visit your site.
The majority of web users expect companies to offer self-service options online. For example, they want to be able to make changes to their order, amend their accounts, cancel or upgrade a service by themselves.
Additionally, they expect FAQS as well as a knowledge base and online discussion forums. If they don’t have to contact your customer service for help or to find out information, the customers are happier.
3. Provide Omnichannel Customer Interactions
Customers need to be able to communicate with you. But here’s the catch: it needs to be on their terms, not yours. So, how do you do this? By creating a unified digital experience across all of your platforms.
Omnichannel ensures that your customers receive an integrated, unified buying and support experience regardless of the device or platform that they use.
Your customers need to be able to contact you from multiple different touchpoints as most consumers use up to five different channels to reach out to companies.
4. Use Customer Feedback to Improve Experience
While it’s important to analyze different types of marketing data, directly communicating with customers is extremely valuable for improving the digital experience. Direct feedback from your customers is extremely valuable and will help you to improve your service based on real issues and insights.
This will also help you to identify at-risk customers. This is a customer that always answers a post-interaction survey with complaints or advice. If your customer has a negative experience and can immediately give direct feedback, you’re able to respond quickly to mitigate losing customers.
5. Optimize for Mobile
By 2029, almost 73% of people will use only their smartphones to access the internet. Right now, over half of the internet traffic comes from mobile users. So, it goes without saying that you need to optimize your site for mobile use if you want to create a quality customer digital experience.
The most important focus when optimizing for mobile is the page load time and ease of navigation. If your page takes more than three seconds to load, most users will leave your site. Your customers want to be able to find what they need on their phone and purchase it — as fast as possible.
6. Personalize the Shopping Experience
If you have an online store, there are a couple of changes that you can make to ensure that the shopping experience on your site is an enjoyable one.
Your customer should be engaged through each step of the buying process.
For example, after every purchase, you should send a personalized note confirming the order confirmation, shipping emails, and acknowledgment of items ordered. This should always be addressed to the customer by name.
After making a purchase, you should follow up with your customer to find out how their experience was. With their feedback, you can work to improve the digital journey even more.
7. Utilize User-Centered Design (UCD)
When you design your site or your app the customer should always be at the forefront of the design. It should always be designed so that the end-user can search for, find, and do everything they need to with ease.
This is the cumulative effort of all your research, feedback surveys, customer insights, and more. Your product needs to be user-friendly, have a quick load time, and an aesthetic and thoughtful design.
How Can You Improve Your Customer’s Digital Experience?
While reading this have you noticed some essential elements of customer digital experience that your business is lacking? Don’t be another failing business statistic simply because you didn’t put your customers first.
Remember to use data insights and customer surveys to get valuable information about how you can improve the digital experience.
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