First your customer experience on your website is not the same thing as your customer journey. As a business owner, you need to know the difference. The longevity of your business depends alot on the latter.
Nowadays all we seem to hear in B2B and B2C is keeping companies relevant with great content using SEO, but in the process, many executives like yourself forget the essential part of the equation. The customer.
A customer journey is a story about understanding your users, how they behave while they visit your website, and what you can do to improve their trip, so they keep coming back.
Creating a customer journey may seem like a crazy idea. How can you possibly know what a customer will do once they set foot in your store or enter your website?
Believe it or not, this is an easy to use marketing tool anyone can create, and it can be invaluable to your organization’s future strategy.
With constant changes in technology and the new ways in which people buy products or services online, it’s essential to plan and anticipate how a customer will act every step of the way.
In this post I’ll be 5 ways you can give your customers an amazing experience before, during and after purchase on your website.
1.Have Customer Support: This is where you need to put the most effort to meet customers’ expectations.
Your customer support can make or break your business’s reputation and relationship to your customers.
You can make use of AI-powered chatbots to offer support for non-essential queries. Chatbots are faster and are highly suitable for problems that can be resolved by gathering customer data from a database.
They save your business time and resources over the long term. You can offer live support and focus on looking after real issues to provide higher quality customer services.
2.Showcase testimonials and ratings: Users are taking the risk of losing money when they make online purchases. Adding social proof in the form of reviews and ratings can help boost conversion rates and build trust.
It’s better to have moderate reviews than to have no reviews at all because it shows that someone has tried your products.
3.Offer a personalized experience: Brilliant products along with a unique experience are the way forward to enhance your customer journey. If you offer a free trial then look to deliver a really personalized welcome email and maybe offer a free advice phone call.
Your customers may not take you up on that offer, but it will give them trust in your brand and shows them you’re aiming to give them the most personalized experience with your brand, which in turn can be a really powerful tool in enhancing their experience.
4.Set up your customer experience analytics: By setting up some great customer experience analytics, such as using behavior-based web personalization platforms, it’s possible to respond to and track user behavior as it happens. This means you can be proactive in attending to customer trends, in order to maximize their experience, rather than simply reacting to customer complaints. It’s easy to think of customer service as simply a department we create to deal with emails and calls directly from customers.
Whereas getting to know how your customers respond by using behavior-based analytics, is a much better way of understanding what makes your customers tick.
It also gives you the added bonus of being able to directly track what they say against what they actually do.
5.Self-service: According to CRM Magazine, modern customers aren’t interested in you helping them, they want to help themselves! Over 45 percent of companies who are currently offering web or mobile self-service options discovered their website traffic increased, while their phone calls to customer service departments significantly dropped.
Keeping up with today’s trend and busy customers who much prefer to find out answers to their questions by checking out your web resources, means that you stand to increase website hits and therefore, make more sales.
By adding resources such as FAQs, helpful guides and other online help, your customers will be able to instantly find the solutions to their questions.
Efficiently and quickly finding what you need to know is a much better experience for your customers than waiting in line for an agent!
Why not get in touch with one of our expert team to discuss ways in which we can help your company measure your valued customer’s important journey – with your brand or product in mind, and let us help you develop a loyal following of brand fans!