Website customer experience has become a focal point for many companies and business enterprises that rely heavily on online sales. Because of this, such firms are investing much of their time and resources in understanding best ways and channels they can follow to reach more online customers while maintaining the ones they already have.
Well, a recent survey that involved over 500 business professionals working for different companies dealing with e-business or e-commerce shows that some of the U.S companies are losing over 23% of their entire yearly revenues due to the fact that they unknowingly provided poor customer experience to their online customers.
Indeed, one could effectively assume that such a kind of a magnitude loss would be a wake-up call to the e-businesses firm(s) involved. However, the truth is that most of them have not waken-up and they cannot be able to know what they are missing because they lack the processes, tools, and guide to understand online/website customer experience.
Nevertheless, they need to worry no more as this article has an ultimate solution as it unveils amazing guide to website customer experience. In this regard, the following are vital as it provides an important guide to successful online customer experience, and if followed to the latter, the said e-business would enjoy a continuous inflow of customers.
Website Customer Experience – Your Complete Guide
#1: Look at why things are happening on your online website.
Indeed, as an online marketer, you must look at why things are happening on your site, and not just by looking at what is happening! These are some of the things that make customers to struggle on your online websites. Therefore, all site issues that are impactful to the bottom line of the company must be identified and remedies provided as soon as possible to reduce the number of customers affected by the said issue (s) /problem (s).
Luckily, there are several proven and effective ways, which online marketers can use to identify any online customer experience issues. In this regard, the following methods are the most effective:
- Vital information found in customer’s emails
- Calls from customers to the customer care team(s)
- Online feedback tools
- Digital experience replays
- Usability testing
In most cases, one method cannot be used effectively to unravel an issue(s) on online customer experience; instead, a right blend of methods can do better. For example, several issues may be unveiled via comment(s) left by previous users, maybe on a social media site, and then examined implicitly using Digital Experience Replays. Research has shown that commonly identified issue regarding online usage is bad navigation. Therefore, in this first guide, companies are advised to be aware on navigation issues if they need to have a good website customer experience.
#2: Customer retention
This is perhaps the trickiest guide whenever you are dealing with website and online customers. Apart from being the trickiest part, customer retention experience is also quite challenging. You always wonder why a person keeps on switching from one online company to another! Well, research has shown that online competition is so intensive to the extent that a slight change in competitor’s product(s) will definitely shift shopping experience of a website/online customer. Therefore, for a better website customer experience, a company or an e-business must provide superior customer experience by offering attractive product(s), incentives, free catalogues, affordable product prices, and use of any other viable options of retaining customers.
#3: Discover the role of social sites in creating awareness
Recently, social sites have become the favorite of many people. Therefore, businesses need to recognize the positive values of customer experiences and goodwill offered on such social sites to create awareness and rollout their product(s) to them. In addition, monitoring and analysis of the relevant social data obtained from those social sites can be another viable method of uncovering website/online experience issues. Therefore, social sites play a significant role in making sure that you achieve a better online customer experience for your business.
#4: Analyze critically customer behavior data/information related to conversion
Guide number 4 is perhaps the most important guide to your website customer experience. Indeed, most online companies or e-businesses should consider the reasons as to why a certain customer has decided to abandon purchases or left the site without conversion as the most valuable information that they ought to analyze critically. However, most companies will have limited understanding if a customer has not left any vital data.
Nevertheless, as an online marketer, with or without any clues as to why a new visitor was not converted to a real customer, you must do your extensive research to know some experience issues on your website. After analyzing customer conversion data, you will be in a better position to improve your services and products appropriately so that any other new visitor will be converted to a buyer with ease.
#5: Have a greater focus on mobile experience
As stated earlier, many people are lovers of social sites and platforms. In most cases, they are accessing these sites through their mobile devices. However, the amazing growth of mobile unveils another major challenge for online businesses and companies that desires to understand the impact(s) on customer experience and the role it plays in the overall journey of an online customer. The task is trickier because each mobile device is used differently. For example, tablets (mobile devices) are basically used as downtime devices and its usage is closer to a desktop application than to a Smartphone.
Nevertheless, as an online marketer, you must look for viable ways to track the right stats to access the customer’s experience on mobile devices that will lead to effective website customer experience for your company/business. These ways include:
- Track the platforms and devices that are commonly used by mobile visitors
- Track the value and behavioral differences of mobile visitors
- Look and analyze the influence of mobile on online websites and channels
Having ways at your disposal, you can be able to rollout an application that runs effectively on each mobile device(s) to achieve the above objective.
If the above guide (#1to #5) is implemented to the latter, significant revenue gains and customer loyalty will be achieved. Therefore, companies and businesses that caters and understands their online customers will be in a better position to excel in their markets while maintaining stunning website customer experience.