Close your eyes, and try to recall the last time you had an outstanding digital customer experience when buying a product online. What comes to mind? Most likely, the fact that it was quick and easy to find the item you were looking for.
Maybe, you also interacted with a friendly virtual assistant (human or bot). And the checkout process was smooth, secure, and mobile-enabled. Right, now ask yourself whether your business is providing this, and more, to its customers.
Not quite sure? No worries, you’ve come to the right place. If you need some ideas and inspiration on how to improve the digital customer experience, we are about to give you seven key ways to do so.
1. Make It Personal
The digital world is volatile and flimsy enough as it is, so if you want your company to stand out you’ve got to provide a service that counterbalances this. Meaning: you want to make every single customer feel unique, valued, and looked after.
How can you achieve this? Through hyper-personalization of their digital experience across your channels. Artificial intelligence and machine learning technologies can help, so you should look into those ASAP.
2. Embrace Omnichannel Journeys
Have you ever felt annoyed and frustrated while shopping online, as you couldn’t go seamlessly from one channel to another to complete your purchase? Well, this is something that you want your customers not to experience.
The solution is omnichannel journeys. With omnichannel experiences, your customers will be able to move swiftly and securely from different platforms. This, in turn, will make their experience smooth and pleasant, and they will be more likely to come back to you in the future.
3. Accommodate the Needs of Mobile Users…
So, your business website and social channels are all looking great and very user-friendly, but… do they support the needs of mobile users? In this day and age, people do so much using their mobile devices.
This includes, of course, plenty of online shopping. If you don’t want your business to miss out on this huge customer segment, then mobile optimization should be at the top of your list.
4. …And of Any Other Type of User
At the same time, you’ll want to provide an exceptional customer experience to people choosing to use different devices. One of the biggest trends at the moment? Voice search.
Consumers, in particular when they are on the move, are abandoning traditional typed searches. They find it easier and more convenient to use the voice search option that many companies are now providing. Is your company doing that, too?
5. Ask the Experts for Assistance
Digital customer journeys are reliant on technology. And technology, as you know, continues to change and improve. If you are struggling to keep up with the fast pace of change, then it might be time to call in the experts.
CX specialists will be able to support your business with the creation of outstanding customer journeys. They will examine the data available across all the digital touchpoints, and present it to you in a clear way. Based on this, you can design and develop strategies to enhance your customer experience across all your platforms.
6. Combine Analytics With Genuine Customer Care
We have mentioned the importance of analytics, but it’s vital to add that this should be combined with a genuine attitude towards customer care. You can achieve this in many ways, but one of the most effective strategies is to give your customers a chance to provide their opinion. This can be done by implementing user-centered design (UCD) processes.
Whenever you are trying new things, deploying new technologies, or launching new services, make sure you involve your customers. Ask them to comment on the usability, quality, and issues of your service. They will feel like an integral part of their own, future customer journey.
7. Tap Into the Potential Of Headless Tech and Self Service
Does the expression “headless tech” sound a bit bizarre to you? Well, it simply refers to the ability to receive a service by communicating directly with a device. Yes, this means removing the middle man (i.e.: your company’s website, shopping assistants, customer care experts, etc.) so that everything happens between the customer and their smart device.
Why should your company enable this? Because more and more customers are expecting this type of hyper-personalization of content and service. Headless tech is one of the best ways to create an ultra-personalized customer experience.
8. Keep Working, Keep Improving
Now that you have done so much to create a smooth, seamless, super-personalized customer experience, don’t rest on your laurels. The road ahead is still long and full of challenges, opportunities, and transformations. For example, are you already using website heatmaps?
Make sure that you continue to run your research, do your analysis, monitor your interactions, and improve your relationship with your customers. Only by doing so will you succeed at staying successful, competitive, and your customers’ favorite provider.
Create a Digital Customer Experience That Makes People Come Back for More
A stellar digital customer experience is crucial on so many levels, both for businesses and for customers. As a business, you want your customers to buy from you, return for more purchases, and recommend your brand to everyone they know.
The key to enabling this lies in delivering a spotless, ultra-customized digital experience. Why not start by implementing one or more of the tips we have listed in our guide?
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