Nowadays, customer experience is the most important aspect for any online business to focus on. If you aren’t doing it already, you have to: statistics prove it. Reports have already demonstrated that, by 2020, Customer Experience will be overtaking price and product as the key brand differentiator. And 55% of customers would pay more for a better customer experience.
But why? What’s so important about customer experience that makes it a priority for any online business?
- Get the right customers
It’s easy to get customers to browse your page–with enough Google hits, and the right products you’re selling, you’re guaranteed to get some people viewing your online business. But in order to turn these browsers into consumers, you’ll want to tailor your site to them. By designing your user experience with their needs and wants in mind, they’ll trust you and invest in your products and services.
- Your customers will be happier
Once you have some customers, by creating a consistent customer experience throughout your customer’s journey, they’ll have a positive experience. Whether they’re checking out your product for the first time or comparing the pros and cons of different products you offer, if you create a positive customer experience for them, you’ll make 2.6 times more revenue than you would otherwise.
- You’ll get to connect with your customers
In addition to creating the right customers and making their experience better online, focusing on providing a good customer experience will help you connect with your customers. Ideally, you’ll even create a community for them. By listening to them, creating the kind of content they want to read, including their questions in FAQs and blog posts, and spending time where they spend time (for example, Facebook or LinkedIn), they’ll feel more excited about your site and be more likely to visit.
- Your new customers will become loyal customers
If the experience with your site is a pleasant one, then your customers are guaranteed to come back for more. Getting a new customer costs you seven times more than keeping an existing one–so you’ll want to make sure you make the customer experience positive in the first place! Offering online customer service–AI and chatbots, for example–is one of the best ways you can get customer feedback fast, and fix any existing problems.
- You’ll generate word of mouth advertising
Word of mouth advertising is essential to the success of your online business. With 92% of consumers trusting referrals from people they know, you’ll want to make sure your online presence is so impressive that your consumers will rave to their friends and family about it. By exceeding your customers’ expectations with your website, they’ll be more likely to share what you have to offer. For example, the Google Play store allows shoppers to watch previews, read and write reviews, and watch movies–an experience they’ll share with everyone.
- Customers will prefer you to the competition
If you have good customer experience, it’ll set you apart from your competitors–in addition to comparing your products and prices to your competitors’, your customers will also pay attention to service and user experience. If you create a customer-centric strategy on your website and platforms, they’ll be more attracted to what you have to offer than what your competitors do. You’ll make them feel that they’re special and unique, and that you can offer something better than anybody else.
- You can provide your customers with creative solutions
One of the best ways to set yourself apart from your competitors is by putting in the effort to help customers solve problems on your platform. By providing them with highly interactive documentation and troubleshooting solutions, customers will be able to solve their problems without having to resort to the frustrating experience of calling a customer service team. For more information on creative solutions you can offer your customers, take a look at this article.
- You’ll get more customer feedback
By implementing into customer experience the right kinds of feedback–whether it’s reviews or surveys or interacting with your customers while they’re visiting your website–you’ll get lots of information on how to better serve them and establish loyalty. You’ll be able to receive qualitative feedback with quantitative data: click paths and amounts of visitors, for example. This will help you understand what is and isn’t working, and improve your customer experience methods even more.
What strategies have you used to create a better customer experience online? Share your story here!