Most people know how important an online presence is, which is why more than 60% of small businesses have some type of website for their customers to visit.
But just having a website isn’t enough, companies must make sure that their customer digital experience is a positive one. A good digital experience will lead to increased brand loyalty and, therefore, revenue. It’s obviously an important investment for businesses but many don’t know where to start.
Which is where we come in, we’ve compiled a list of our top eight tips to improving the customer experience.
- Monitor Customer Usage
The first place to start when trying to improve the digital experience for the customer is to take a look at what the experience is like now.
Utilize the analytics you can glean from your website to see what’s working and what isn’t. You can see where you lose customers, what navigations are most common, and how long people are staying. That information is crucial for figuring out all of the next steps.
When you have a clear understanding of the current experience, you have a solid foundation to work from moving forward towards improvement.
- Focus on Customer Service
While you’re looking into the analytics of your website, take a look at the data for your customer service options as well. Customer service is a crucial aspect of the digital experience and can make or break the overall impact.
Many times a customer will come to a website because they have an issue or need some help, so customer service should be a top priority.
The best thing you can do to improve this area is to make it as available as possible. Provide several avenues and options of digital customer service, so the customer can pick the one that will work best for them for a more personalized feeling.
- Pay Attention to the Trends
Everyone has seen how the digital world has continually spread and increased over the last few decades. Now almost every company has some kind of online presence and customers rely on those sites every day.
Use this widespread nature of the digital experience to your advantage and watch for successful trends to implement.
Following companies like Decibel can be a great way to get an insider look into what’s working for others and what isn’t. These trends give you a starting point to jump off from to get you moving in the right direction.
- Develop Relationships
One of the ultimate goals of any digital experience platform, whether it be a website or social media, should be to develop a relationship between the company and the customer.
This relationship is obviously very important for the success and continued sales.
The best way to develop these relationships is to offer opportunities for interactions and also for feedback. This allows the customer to feel a part of the company but it also gives you a closer look at what’s working and what could be changed as well.
- Keep it Simple
Most people are continually looking for ways to simplify their lives and make things as convenient as possible. Those should be the same goals you have for your customer experience.
The success of a website is highly influenced by the ease of use for the customer. If the customer can easily use the navigation to find exactly what they need in a few steps, they’ll visit again. If they have to work hard to get the information or products they’re looking for, they probably will look somewhere else.
It’s easy to fall into making things more complicated than necessary, so continually working to keep things simple will make a big difference overall.
- Tie in Other Platforms
Often, browsing a website isn’t the main way a customer will interact with a company. They’ll probably visit the social media platforms of the company as well.
The average person spends around 144 minutes on these social media sites every day.
It’s easy to see why tying your website and social media platforms together is an integral part of improving the digital customer experience. They should be able to seamlessly move between the two and still feel the same message throughout. The more integrated they are, the easier it is for a customer to make a purchase (the main goal!).
- Continual Improvements
No one is a static person who stays the exact same for years. Every customer is continually changing and evolving with society. This is why it’s most important for your website to do the same.
There should be continual, small tweaks being made to meet new needs and fix problems.
This is another area where monitoring your analytics will make a big difference, as you can see when things that were working stop and need improvement. The digital experience is always changing, so a company needs to stay on top of that as much as possible.
- Think Outside the Box
When you’re making your improvements, you have to think outside the box to come up with the right solutions. And it might take a few tries to get it right.
It can be intimidating to try a unique solution to a problem. You might be worried that it will ruin the whole experience overall. But making small tweaks will allow you to experiment and see how they affect the overall customer experience. Changing things a little at a time will make all of the difference.
Improving the Customer Digital Experience
The ultimate goal for most companies is to have positive interactions with their customers that lead to more sales and revenue. And an important step towards that goal is improving the customer digital experience.
This is especially important these days as more and more customers are researching products and shopping online instead of in-store. The importance of a positive online experience can’t be understated, it could essentially make or break a company. So taking a few extra steps to ensure success is a great investment in the future.
If you’re interested in other business tips, tricks, and insights, check out our other articles!