A positive customer experience is at the core of most successful businesses, both online and brick-and-mortar. However, for online companies, creating a positive digital experience for their customers is easier said than done. This could be because of the novelty of the digital marketplace and the lack of a clear road map.
If you’re struggling with your digital customer experience, worry not! I am here to help. I started my career at New York’s top marketing and advertising agencies and now help entrepreneurs and small businesses. In today’s post, I’ll be discussing everything you need to know about digital customer experience and how you can take yours to the next level.
Digital customer experience encompasses various facets that collectively determine users’ interaction with your website. Some of these facets include social media, data analytics, UX design, and IT innovation. Simply put, digital customer experience is the combination of interactions a user has with a particular brand on digital platforms.
Effective user experience is crucial for conversions, lead generation, and customer retention. Improving digital customer experience requires a comprehensive assessment and refinement of various digital touch points. Let’s look at how you can improve your digital customer experience.
Transitioning into a digital company from traditional retail isn’t the simplest of changes. If you want to maintain or increase profitability, you’ll need to bring your “A” game when it comes to digital customer experience. Here’s how you do it:
The first step to improving your online customer experience is knowing your brand inside and out. Carve your brand so that it appeals to your target audience and grows your online customer base. Establish what your brand offers and determine whether it’s what your target audience wants.
Make sure your brand’s message and bottom line resonate with your target audience. Without a concrete plan, you won’t get the engagement you want from your customers.
UCD stands for user-centered design, and it’s a website design process that premises on the end-user’s needs. To improve your online customer experience, you need to work on website optimization by adopting the UCD process for your interface design. That way, you can ensure your website meets the user’s wants and drive customer engagement.
Analytics and data will give you insight into how your users interact with your website and app. One area to look at is your users’ cross-platform actions. This can help you know which areas need improvement and what areas don’t add value to your business.
Delegate more customer service resources to areas that users interact with most. Also, consider using tools like heatmaps to give you detailed information about your website’s customer interaction.
The customer is always right, but it doesn’t hurt to listen to a bit of expert advice. Integrate expert advice with customers’ suggestions for the best results. Usability experts know a thing or two about customer and website experience, and their input is invaluable in refining yours.
Customer experience experts will give you crucial advice on various issues, including:
CX experts are instrumental in improving your digital customer experience. Make sure you follow their advice to the letter and take your customer experience up a notch.
Your customers are more than just user names and online sales. They are living human beings with emotions and social needs. As such, you need to set up structures for person-to-person engagement with your customers.
There are plenty of ways to do so, including using a hotline, email, or social media. You can also add a chat feature on your website where users can address their grievances or give suggestions. If you don’t have chat personnel, you can use a chatbot to answer some of the most frequently asked questions.
With direct customer engagement, you can ask your customers explicitly what you should do to improve the digital customer experience. It’s the most straightforward way to go about the entire affair.
Your customers use various devices and platforms to buy your products or services. Most companies tend to focus on one platform and overlook all others. In doing so, they neglect entire segments of users who prefer the other platforms.
That said, it’s important to refine your digital customer experience across all platforms for the greatest effect. Make sure you clamp down on all platforms and devices, including mobile phones and tablets. Also, ensure everything is consistent across all the platforms.
Customer experience can be a real headache, especially for businesses that aren’t too tech-savvy. That’s why it’s okay to ask for a bit of help if necessary. There are plenty of experts eager to help your business improve your digital CX for a small fee.
If you’re on a tight budget, you can explore the plethora of online resources on customer experience and digital experience optimization, DXO. A little help will go a long way in improving your online customer experience for greater profitability. However, make sure you look for help in the right places so that it actually counts.
The quality of your digital customer experience lies solely in your hands. The above information should suffice to take your online customer experience to greater heights. Remember, it’s okay to get a little help with your CX strategy if need be.
Work with in my Brand Honey Consulting Program – here.