Today’s consumers expect a lot when shopping online. They want everything to be smooth and streamlined. One slip-up, and you risk losing their business permanently. Luckily, you don’t have to spend a big chunk of capital, time, or manpower to create a positive digital customer experience that bolsters customer retention and growth. Here are five tips for doing just that.
Define What Digital CX is
Digital customer experience is the stage of your customer’s journey encompassing all online platforms your brand uses to connect to its intended audiences, such as mobile applications and desktop widgets. It also covers wireless appliances and IoT devices. Ultimately, any physical or digital product your customers use to engage with your brand via the world wide web is considered a digital experience. Any good digital CX will have three fundamental elements attached to it – success, effort, and emotion.
Stay Updated on CX Trends
One of the key trends to pop up in 2021 and likely to stay for future years to come is the implementation of habit loops. Most of what humans do can be boiled down to habits. As Aristotle said, we are what we repeatedly do. Habits play a significant role in how customers interact with your brand and with each other. By implementing habit loops, you can keep customers more engaged in your eCommerce store or blog post. A good example of a habit loop in action is by framing your product as appealing. Showcase your product’s strengths and the benefits they have in real-world scenarios and industries.
Collect High-Quality Data and Insights
Modern analytical tools allow you to gather data regarding your customer’s journey when they visit your website or app. What pages they clicked on, how long they spent logged into their account, what products they added to their cart but never ordered, and other useful datasets can be harnessed through analytics.
Customize Your Offerings
Digital mediums come with a myriad of benefits, yet it is more difficult to establish real, meaningful connections online. Customizing your services to meet specific customer needs can help make them feel more valued and connected with your brand, thus improving customer experience, whether consciously or subconsciously. Use the data collected from analytical tools to express your brand’s interest in your audience and implement the right changes to your user dashboards and products/services.
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Minimize Customer Effort
As mentioned earlier, customers demand the quickest and easiest path to their end goal, whether it’s buying a product or subscribing to a service, or contacting customer support. If you waste their time by burying that “Contact a Support Representative ” button beneath multiple irrelevant pages, you’ll likely lose their patience and business. If you make any improvements or changes in how your CX works, update your customers right away to avoid any unpleasant surprises.
Amazing digital experiences aren’t built overnight. It takes a series of trial-and-error runs to develop processes and environments that work best for your intended audience. Visit Contentful to learn more about improving the digital customer experience.
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