To convert your website visitors into paying customers, there are numerous strategies you can apply. One of them is to optimize website design since this is one of the most important factors that affect conversion rates.
However, giving your visitors a top-notch customer experience is equally important. In fact, customer experience management is quite a buzzword in the world of business, and for a good reason. Nowadays, customers value their experience with a brand more than anything else, so it’s only logical that it greatly impacts whether they want to buy products or services from a company.
Why Is Customer Experience So Important
Did you know that for 74% of consumers, experiences alone are enough to make a purchase decision? Here is why customer experience is becoming extremely important.
Omnichannel Experience
To improve conversion rate, focus on your online customer service. The omnichannel shopping experience is becoming increasingly popular with customers, which means that the line between offline and online store experiences is becoming blurred.
Customers often check online reviews, go to different stores, and compare prices on various websites. In other words, this new customer experience happens on numerous platforms, both online and offline.
Don’t Ignore the Online Customer Experience
Everyone who enters your shop expects a positive experience. This includes having polite and helpful interactions with employees, easily finding the products they’re after, as well as buying those products as easily and quickly as possible.
If someone waits in a queue for too long, they will leave the shop. Similarly, if a website page takes too long to load, customers will abandon their cart. Needless to say, conversion rates will drop in both cases. Luckily, you can introduce small changes to improve the customer experience.
Customers often begin buying from a competitor simply because they heard about the company’s good customer service. Anyone who has a negative experience turns to competitors. And with such fierce competition online, you can’t afford to lose customers just because you don’t prioritize the customer experience.
Beware of People Talking
A customer who has a poor customer experience will usually want to tell someone about it. With the enormous power the internet has today, a negative brand reputation can ruin a company much faster than you may think. One social media post about the poor experience someone had is enough to affect other people’s impression of a business.
What they do after the poor experience is a much bigger threat than the fact they’re not satisfied with your company. As much as 96% of customers leave a brand due to bad customer experience, many of them want to warn others about doing business with the company.
Three Proven Strategies to Improve Customer Experience
Finding ways to improve customer experience is a must if you have better conversion rates. But it can also work the other way; tweaking some conversion rate elements can improve customer experience. If you’re not an expert in this field, you can always look for a CRO agency such as Northpeak to help you out.
Using the outstanding conversion optimization services by Northpeak can help you convert more visitors into customers and rake in more income. But if you want to do it all by yourself, here are the three strategies you should try.
1. Analyze Your Website Visitors
When it comes to CXM, you need to know what visitors do when they land on your website. The process from when someone visits your website to the second they buy a product is extremely important.
Using website analytics, you can see what they find interesting, what path they’re following, and whether there are any obstacles on your website. If you fail to provide your customers with a smooth experience, you can be sure that you will hurt your conversions.
It’s important to understand whether your visitors understand the website navigation, how they interact with the CTAs, and other similar things. In addition, create a place where your customers can provide you with suggestions that you can use to improve their website journey.
2. Provide Excellent Customer Service
Due to so much competition in the world of business, no company is irreplaceable. Your customers want to be treated right, and they’re much more likely to come back if doing business with you is easy.
In other words, conversions significantly increase if people keep getting back to your website. You can increase customer retention with excellent customer service, which reduces the pressure of customer acquisition.
3. Personalize
Here are some steps you can take to personalize customer experience:
- Know your audience’s demographics so you can easily present them with a product they want to buy.
- If you have been in business for some time, anticipate what different audience segments are most likely to visit your website and then give them the content they want.
- After you change something, monitor your conversion rates to see how they affect them. Some things may work, but others won’t.
Final Thoughts
Keep in mind that it’s not realistic to expect that every customer has a positive experience with your business. But if you make prioritize customer experience, increased conversions will follow.
