Digital customer experience is the experiences your company creates through online platforms.
Some examples of digital customer experience outlets include the following:
More business models are considering online customer experience because the internet is only growing in popularity.
Therefore, if your company is exclusively online, there are a few things to consider regarding digital customer experience.
Mobile Experience
A company with an online presence means your website is accessible through a smart device, like an iPhone or Android phone.
Therefore, customers can find your company’s products or services, mission, etc., wherever they have cell service or Wi-Fi!
Being accessible from virtually anywhere can be great for business.
However, you MUST ensure the customers accessing your website from their mobile phones have the same customer experience as those accessing it from a desktop.
If your site isn’t user-friendly across all devices, customer interactions won’t be as good.
Websites that aren’t user-friendly on a mobile device can lead to:
- Lost sales
- More abandoned carts
- Lower satisfaction ratings
- Frustrated shoppers
- Missing out on loyal potential customers
Think about it from the customer’s perspective.
You want the freedom to purchase your favorite t-shirt from your mobile phone, especially if you have no desktop computer access.
Website Usability
Even if your product or service quality is the best, if your website is hard to use, it doesn’t matter.
Websites must be intuitive and user-friendly.
Therefore, your customers should be able to figure out how to purchase something easily.
Creating a user-friendly website is easier than you may think.
In fact, most platforms allow you to run usability tests on your website, evaluating how easy it is to operate your site or mobile app.
Run these tests before officially releasing your website to the public.
That way, you decrease the chances of poor customer reviews.
User Onboarding
User onboarding refers to introducing new customers to your website and services.
Giving potential customers a tour of how to use your platform can benefit customer experience, as it reduces confusion when operating the website.
This puts customers at ease because they know what to do to purchase something.
Customized Communication
Customers appreciate a hands-on approach.
When companies customize communication channels, such as addressing the customer by name in emails and other marketing messages, it creates a solid customer-company relationship.
Personalization shows customers that their opinions matter to you as a business and makes them feel valued.
It also encourages customers to purchase more as they feel more connected to the company.
Some examples of communication channels include the following outlets:
- Phone calls
- Live chat buttons
- Social media
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