THE TIPS TO MAKE YOUR CUSTOMERS HAPPYProviding great customer experiences at every digital point of the customer journey is becoming essential for brands. A report by customer experience consultant Walker found that 86% of buyers plan to pay more for better customer experience and by 2020 CX will outweigh price and product in brand differentiation. While a strong customer experience has been shown to produce amazing results—more customers, more sales, and more loyalty—many companies still struggle to identify the plan of action that will best achieve them. This doesn’t have to be the case. Leaders can reach these goals if they focus on something more specific: the digital customer experience. Customer experience is an integral part of Customer Relationship Management (CRM) and the reason why it is essential is because a customer who has a positive experience with a business is more likely to become a repeat and loyal customer for many years.
- Information contained in customer emails (43%)
- Calls to the customer service teams (45%)
- Online feedback tools (35%)
- Usability testing/ heatmaps (40%)
- Digital experience (session) replay (57%)
Optimizing Your Customers’ Online ExperienceHave you ever clicked out of a website because it was taking too long to load? Or decided not to make a purchase because the payment page looked unprofessional? Or sworn off a brand completely because of one bad experience? In the world of customer relations, the customers’ experience is their reality – whether or not you agree. That’s why customer experience is such a priority, whether in an online business or a brick-and-mortar store. All the marketing in the world will be ineffective if you are not receiving and retaining your customers well at the end of their buying journey. So how do you make sure your customers have a good experience with your brand, besides website fast load time? One of examples can be … According to CIO, “customers should be able to easily navigate an organization’s website,” states Ali Mirian, the senior VP of Product, Collective Bias, a marketing & shopper social media company. “It is important to limit unnecessary clicks and implement features like auto-scroll to help avoid users losing interest.”
Make sure their security is always reassuredStudies have shown that consumers rate security as the foremost priority when it comes to making a conversion on a website. Whether it’s as simple as giving you their email or as important as credit card information, customers need reassurance that their data is secure. Build your site to look professional and streamlined, and include clauses that guarantee that any data provided by the consumer will be kept secure. Registering your payment system with trusted payment gateways can also help to reassure your customers that their financial security is intact.
- Secure your site with SSL
- Update any plugins or extensions/apps you use on your site
- Use a CDN (Content Delivery Network)
- Make sure your CDN has data centers in multiple locations
- Use a password manager
Create a seamless experienceIt goes without saying – make sure your site is mobile-optimized. A vast majority of customers will attempt to access your site from a mobile device at one time or another – it would be a shame to lose them just because they were unable to navigate your site and left frustrated.
- 36% of people feel like their time is wasted by bad mobile experiences
- 48% of people said that a bad mobile experience meant a company didn’t care about their business
- 50% of people said that even if they liked a business, they would use them less often if the site wasn’t mobile-friendly