Tips to create effective Customer Experience Strategies
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When you are running a business, your end goal is to create an indelible impression on the customer.
No matter what strategy you use, unless your customer is not happy when they leave your store, everything is futile.
This only fuels the saying, “the customer is always right.”
This perception however makes the customer sound unreasonable and slightly unfair, don’t you think?
Instead, it makes a world of a difference when it is framed as, “The customer should always be priority.”
Why customers should be your number one focus?
But then again, why should the customer be given so much priority? You have strategies to implement and a business to run. How can it be feasible if you think about customers?
The answer is right in front of you. No customers, no shop. The revenue that runs your place and your living comes from customers.
Another essential aspect is that customers are expensive to acquire. So, they are valuable in every perceivable manner.
Websites are essential to business growth these days. If your customer has a good time on your website, it can help boost up your site’s revenue.
In order to have an impeccable customer experience strategy in place, here is what you would need.
Customer Experience Strategy Tips To Skyrocket Your Website Revenue
1 – Offer various platforms for customers to reach you
When you look at it from the customer’s perspective, it all makes sense. Your customer is evidently having a tough time on your website regarding something, and they need to get in touch with you.
The preferences however differ. While some are more comfortable on a telephonic conversation, others may be comfortable explaining the situation on chat.
You have to offer effective and responsive platforms, so that even when your customer is having a bad experience, you can retain the customer soon enough.
A frustrated customer is not uncommon. Nor is it bad. If you have your strategy in place, a frustrated customer is basically your chance to win them over, all over again.
If you have just put in efforts at optimizing your site only at the beginning of the process, then there is a high chance your website needs work.
Websites who have relished incredible conversion rates all have one thing in common: Ease of navigation.
The age old adage of “keeping it simple” is truer now than ever before.
Avoid having too many neon-sign-ish billboards on your web content. Go easy on the graphics.
Avoid too many paragraphs, or a messy arrangement of text.
Large and well-spaced text is always appreciated and simple to use.
Wish to portray a complicated idea or concept? You can use a high quality visual instead. Pictures do speak louder than words, and eat up less space too.
3 – Your entire staff should uniformly prioritize customers
How your staff behaves with the customer is ideally a reflection of the idea you hold about the customer.
Though you are not the one in direct contact with the customer, you still have to approach the needs of the customer with utmost care and precision.
It is only then that your staff will understand the importance of customer and do their personal best to keep customers happy.
Creating a company culture where poor customer service is not tolerated goes a long way.
4 – Fast loading sites are preferred any day
You must have personally experienced it too.
You would definitely not like a shopping app that takes too long to load. This slightly reels back to our earlier point of making websites simpler.
When your website has a simple outlook, it is easier to load it fast. Not just the homepage, but every single page on your website should ideally load in a second or two.
Longer loading time affects conversion rates considerably. So you have to pay heed to this.
5 – Discounts, promotions, rewards – Make your customers feel glad they visited your site
We simply cannot deny the fact that deals are amazing. You have to give your customers something that your competitor does not.
Customers usually put in a lot of research before buying anything, hence fooling them is never possible. Most likely, your customers will buy something from your competitor if they are offering it for a lesser price than you.
Offer smart discount codes, coupons, and reward points. The more they buy from you, the more they earn. This will incentivise their purchase.
Offers and discounts and rewards make for a good customer experience strategy overall.
6 – The checkout process needs to be streamlined
This is when the money comes in (or gets stuck). You would not want to make this hard for the customer.
If you make the checkout process too long, you are giving time to your customer to rethink the purchase. Chances are, they might abandon the purchase eventually.
Make the check out process involve only the essentials. More the steps you add, more the risk of losing on the sale.
You have to acknowledge that time is precious to the customer. So, work your checkout process accordingly.
7 – Do not rule out your mobile users
It is quite a mandate to have your website responsive and mobile-friendly. If you create an app for the services you offer online, there is nothing like it.
Half the global web traffic is driven from mobile devices. And this number keeps increasing as Smartphone tend to perform more computing tasks.
Customers generally love phones for the convenience it offers. You can boost your website revenue by tapping on this potential.
You got to make your customer feel one with the brand.
Social media networks like Facebook and Twitter are free of cost, and you can create a platform for your customers to reach out and engage with you.
Social media networks are a faster mean of communication and it will allow you to deal with customer issues much faster.
9 – Include customer reviews for added authenticity
Everyone likes a good, honest, transparent brand.
People will take the efforts of leaving a review based on their experience. Make sure you leave a good mark.
You have to make sure that your customers can see reviews. Good reviews and you acknowledging good and bad reviews both end up influencing the customer’s choice.
10 – Offer high quality content with the purpose of educating
This does not mean implementing “content marketing” strategies.
High quality content which aims to educate people could even be visual. Create images instead of plain text, and you would be able to retain customer attention for long.
At the end of the process, they (your customers) should feel they learned something more.
Implementing these website enhancement tips can improve website traffic for you incredibly.
What you really need is a simplistic plan, solely fleshed out from the customer’s perspective.
The results that come in later will prove the efficacy of your strategies, and if something does not seem to work right, leave it to your customers to point it out.
Work on what the customers wish your site could be, and what you would have is a website that is a customer acquisition magnet.
Author’s Bio: Being a senior business associate, Peter Davidson strives to help different brands and startups to make effective business decisions and plan effective business strategies. With years of rich domain expertise, he loves to share his views on the latest technologies and applications through his well-researched content pieces. Follow him on Twitter.