If you’re running an e-commerce website, then you truly understand the saturation and high competition in the market. Many e-commerce portals offer new products that everyone wants and this a lot different from a competitor. Of course, attracting an audience by introducing great services is a major marketing strategy. In order to gain customers trust, you need to offer than big.
How many of you shop during an end-of-season sale? Almost 80% of people!!!
As per recent studies, 77% of people prefer online to shop. Apart from a special offer, the consumer is expecting the best user experience. Do you know 50% users close the tab when the page took 10 seconds to load? Yes, hence attract customer with great UX and special offer to win loyalty. Specifically, you can generate new traffic, leads and improve the revenue of your website.
What is digital customer experience?
Customer experience is an experience a user (customer) gain when they interact with your products or service.
Digital customer experience is “how customers interact with your company”.
The game is on..!!! Many businesses are struggling hard to provide powerful digital experience to their customers. Hence they’re finding multiple ways to build an emotional connection with their customers.
Every day new technology is been introduced. Likewise, many companies are adopting the latest trend.
The true fact is it’s not the organization that are adopting the change. Instead, the difference is being driven by the customers.
Every customer expects unique, effective and relevant content. In order to build a strong connection with your customer, you need to keep updated to deliver an outstanding digital customer experience.
Know your consumers
Every business has its own story. Some business offer fashion products and others provide electronic products. In a similar way, from person to person, customer’s taste and interest may differ. It’s important to know about your customers.
- Who you’re customers are?
- How frequently they’re accessing your website?
- When was their last visit?
- What are their pre and post orders?
The list goes on and on…
Understand and get a clear idea about who are your customers. And then define your persona. Kick start your journey by analysis of your customers. Also, there are many online tools available in the market to understand the customers.
Educate your team
Teamwork always plays a major role to reach company goals. There is no guarantee that everybody in your company will understand the concept of digital marketing.
If your planning to adopt a seamless digital customer’s experience, then you should think digitally. Start your game by understanding customer’s insights. Allow every team to involve and let them contribute their ideas and views.
Follow your customers on Facebook, Instagram, Twitter
Do you follow your customers on social media? Absolutely no right.
In general speaking, many marketers don’t follow their customers on Facebook, Twitter, LinkedIn etc. But, this is not the right way. If you want to make your customers happy, then you know their interest, likes, favourites, etc.
Follow your customers on social media profiles and interact with them.
Provide 24×7 customer care support
Providing flexible customer support for your customers is important to run a successful business.
There is no other approach to it…
Nowadays, all customers expect unbelievable digital customers experience. Also, every user lacks customer support to be more flexible and convenient. As well as available around the clock every day. This means providing services on every platform be it Facebook or Twitter.
Following are tips for customer service
Always smile
A pretty and smiling face is necessary to make your customer happy. Also, it sets your tone while having a conversation with your customer.
Use technology
Flexible customer service is a combination of the human and latest technology. In fact, there are several software tools available in the market to enhance your consumer experience.
For example – LiveChat and Acquire
Maintain a positive attitude
It’s a known fact that there is no substitute for maintaining a positive attitude with your customers. Hence it can avoid conflict.
Listen to your consumers
There is a quote “Success comes from listening to your customers”.
Follow this quote blindly. From start to end, listen to your customer’s issue. Listening to your customer’s queries is important and also a perfect approach to learn. Keep ears open and provide a solution to their problem. Never ever interrupt in between.
Personalized customer’s experience
How do you feel when someone treats you special among thousands of people?
Definitely, you’ll be on cloud 9…
These days customers need business to treat them special individually. Hence know their taste, preference and order history.
As per research, 78% of consumers buy from a website that:
- Identify them by their personal name
- Knows their order history
- Also, recommend product and services based on previous purchase
Final Thoughts
The digital customer experience is a combination of “digital interaction” with ‘consumer’ and a ‘company’. Hence resulting positive impression that a consumer stays on the page and shop with them. Therefore every organization should continuously focus on digital customer experience to increase revenue and attention.
