Nowadays, more and more customers interact with companies online. This is before even visiting their physical stores. They want to know what the brand is about and ask questions about it before deciding to buy.
This is why the digital experience you offer customers needs to be top-notch. This will set your business apart from the competition. From building a strong online presence on social media to offering 24/7 customer service, putting customers first is a must. This is especially if you want them to choose your company and become loyal customers.
Read on to learn how you can improve customer experience on all your digital channels. This is how you give customers even more reasons to trust you and buy from you.
Dive Into Your Analytics
If you want to understand what your customers need and want from your brand, you need to dive into your company analytics. These include insights from your social media channels, email marketing, and website analytics.
Look at the data from the perspective of your customer. Their behavior clearly shows what their priorities are and how they interact with your brand. Also look at customer service tickets, customer complaints, and any behavior you can measure and compare.
If you see a social media post that has gained traction or a web page that’s the most visited, you’ll know what content to produce in the future. The same goes for posts and pages that don’t perform well as they’re a clear indicator of what your customers don’t like and what needs improvement.
Improve Your Digital Marketing Efforts
Having a strong online presence is mainly due to digital marketing. This is important if you want to improve digital experience for your customers. For example, if your digital marketing efforts don’t follow a plan or don’t rely on customer data, you’re wasting time and resources. You’re also missing out on potential sales and new customers.
The best way to improve your online marketing is to use powerful digital tools and software. In fact, a simple Sitecore install can change the way you do marketing and can help you reach your target customers faster.
Social media marketing is a big part of digital marketing, so pay attention to your interactions with customers and followers. Nowadays, everything is public. The way you handle negative comments and complaints is more important than the positive reviews.
Make Your Website User-Friendly
A user-friendly website is a key to a positive digital customer experience. When your website is easy to navigate and users can find everything they need, search engines will boost your rankings. User-friendliness is a huge SEO factor.
At the same time, you want users to stay on your website as long as possible and ultimately convert into either leads or customers. For this to happen, you need to optimize every page for conversions. You need calls to action, free incentives, fast loading times, and a clean design that won’t overwhelm the user.
The more users click and browse, the more they like what they see and are more likely to buy something from you. The content on your website should build trust and aim to help first, sell second.
Optimize Your Website for Mobile
One of the most important SEO ranking factors is a website that is mobile-friendly, optimized for tablets and smartphones. This is because search engines use the digital experience for customers to rank the websites.
Since more than half of all web traffic comes from mobile devices, you need to design a mobile-friendly website that’ll have all the functionalities of the desktop version.
You can check if your website is mobile-friendly using Google’s Mobile-Friendly Test. You can also test your website on your own devices and the devices of your friends and employees to see how it performs.
Use Chatbots and Self-Service Options
Your website is the main place for customers to learn more about your business before visiting a physical location or buying something from you.
You should prepare a lengthy and detailed FAQs page that customers can refer to if they need help. You also need round-the-clock customer service or chatbots that can offer immediate assistance.
Other self-service options include Help Centers, online forums, Facebook groups, guides, quizzes, and webinars. Self-service means customers can find answers to their questions without talking to a customer representative.
Unify the Customer Experience
Your brand is what your customers think of it and how they view it. This is why you need to unify the digital customer experience and offer the same quality of service on all channels, both online and offline.
For example, if you have a call center for customer questions and complaints, make sure you offer the same quality of help online as well. Don’t forget that most people use social media channels as a means to contact a brand. Make sure the people handling your accounts are trained in customer service as well.
Enlist Help From Experts
If you’re not sure how to make your customer digital experience better, enlist the help of experienced experts in the field. For example, if your website needs optimizing for user experience and conversions, you’ll need to hire web designers, developers, and digital marketers.
If your social media efforts don’t bring results, you’ll need a social media marketing manager or an agency to help you out. Finally, if you want to improve the customer experience in general, hire online customer service reps to handle tickets and complaints the same way as the call center.
Improve Your Customers’ Digital Experience With These Useful Tips
Whether you’re a new business owner or an experienced entrepreneur, you can always improve your customers’ digital experience across all channels.
A satisfied customer will be happy to tell friends and family about your business, so make sure all your digital resources are optimized and ready.
Want more digital marketing tips? Read some of the other articles we have on this topic and discover the best ways to spread the word about your business and attract new customers.