These days, it is vital that you pay attention to every aspect of your customer experience. From the moment your customer first hears of your brand all the way up to when they make a purchase should be scrutinized and improved whenever possible.
But, why is it important to prioritize customer experience? For starters, 86 percent of consumers will pay more for a great customer experience.
In addition, companies are losing a ton of money due to customers switching to another brand. According to one estimate, the overall cost of customers switching products in the United States as a result of a negative experience is $1.6 trillion.
Luckily, there are some simple steps you can take to improve every aspect of your customer experience, from start to finish. Below, we’ll outline a few crucial elements you’ll want to include to ensure you are providing the best possible customer experience throughout their journey.
1. Data Tracking
For starters, you should have some sort of data tracking in place. You want to track as much information as you can about your customers and how they are interacting with your business. Customer experience transformation analytics will give you valuable insights into how to improve various aspects of your business.
Some things you want to track include how customers are first hearing about your brand, how they are finding your website, which pages of your website they are viewing the most, their experience with your customer service team, and how satisfied they are with your products.
It is important that you start tracking as much as you can early on so that you have a baseline to compare future results to. Implement a system for tracking data now, then as you make changes, you can see whether those changes are having a positive or negative impact.
2. An Immediate Impact
Next, your business needs to make an immediate impact on prospective customers. You don’t want people to hear about your brand and then immediately forget about you.
There are a few things you can do to start making your brand more memorable. A lot of this starts with your marketing campaign. Make sure you are tailoring your marketing messages to your specific audience and that you are finding ways to differentiate yourself from the competition.
Moreover, you need to focus on improving the customer experience for their first point of contact. For instance, if most users first interact with you through your website, you should spend time finding ways to make your website easier to use.
Or, if you have a physical store, find ways to make it more inviting to customers. You only have one chance to make a good first impression, so use it wisely.
3. A Strong Closing Argument
At the other end of the customer’s journey is your closing argument. This is where you convince them to make a purchase after you’ve spent the time introducing yourself and explaining the benefits of your products or services. Too many businesses lose out on customers or clients because they don’t know how to close the deal.
How you improve your closing argument depends on your type of business. For example, if you are an eCommerce business, this may include simplifying your checkout process to improve your cart abandonment rate.
If your business relies on pitching to clients, you may want to try out new proposal templates and tweak how you present your offer to your clients. This is also where data analytics can help, allowing you to see which elements of your closing argument are working and which need improvement.
4. A Personal Touch Throughout
In between your opening impression and your closing argument, you should look to provide a personal touch to your customers. There are many ways you can customize their experience so that each customer feels like you are catering to their specific needs.
For example, you can display product recommendations on your website based on the other items they’ve bought or browsed. You could also send out similar recommendations in your email marketing messages, increasing the likelihood that customers open them.
You can also add more of a personal touch in your customer service department. Keep a record of all customer service interactions, that way, if someone reaches out again, you’ll have past information on them you can use to better assist them.
Also, whenever possible, ensure that your customers are always working with a customer service representative that is friendly and willing to go the extra mile to assist them.
5. Focus On The Entire Customer Experience Journey To Improve Your Business
It is essential that you focus on your customer experience from end to end. There are many opportunities for a customer to leave your sales funnel and you need to work hard to keep them from doing so.
It is not enough to make a great impression if the customer leaves because of a poor checkout process, and a great closing argument doesn’t help if not enough customers are reaching that stage.
By including the crucial elements above in your customer experience journey, you can hopefully improve each aspect of your sales funnel and start to see some significant progress for your business as a whole.
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I am Adeyemi Adetilewa, an SEO Specialist helping online businesses grow through content creation and proven SEO strategies. Proficient in WordPress CMS, Technical Site Audits, Search Engine Optimization, Keyword Research, and Technical Writing (Portfolio).
Founder and Editor-In-Chief of Ideas Plus Business Magazine, an online business resource for entrepreneurs. I help brands share unique and impactful stories through the use of public relations, advertising, and online marketing. My work has been featured in the Huffington Post, Thrive Global, Addicted2Success, Hackernoon, The Good Men Project, and other publications.