Customers today want more than high-quality products and services at affordable prices. For many, customer experience is an important contributing factor when rating and reviewing businesses and brands. As a business owner, it has never been more beneficial to invest time and energy in enhancing user experience and striving for rave reviews. In this guide, we’ll outline some simple ways to elevate experience and set your company apart.
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A slick, user-friendly, informative website
Most people now use search engines to look for information about products and services, even if they don’t plan to buy online. The Internet is an incredible resource, which provides access to websites, reviews, recommendations, lists and directories at the touch of a button. If you run a business, it’s crucial to make sure that your website showcases your brand in the best possible light and maximizes your chances of creating and converting leads. Your site should be slick, easy to use and informative. It should also look attractive and make it quick and easy to find information, place an order, locate contact details or get in touch.
If your website is basic, it isn’t mobile-friendly, or it lacks personality, consider a revamp. Enhance the aesthetics, test different themes and layouts, check that everything works properly and add features to inform customers and encourage them to spend more time on your pages. Share articles and guides via a blog, add an FAQ section and make sure product descriptions are detailed and feature high-quality images and video clips. Include a clear call to action on every page and update content regularly. It’s worth testing your website as a consumer to see what you like and highlight any problems or weaknesses before you go live or confirm updates.
Simple, convenient ordering and payment
Many of us have become accustomed to placing orders online in a matter of seconds. As a customer, convenience is key. If you own an online store, or your business has a website or app that offers the option to buy online, it’s critical to offer easy, convenient ordering and payment processes. Users should be able to find products, add them to a cart and make a payment with minimal effort. Look for a processing service that caters to your needs if you’re searching for a high risk payment processor, offer a range of options and issue clear instructions to complete orders. You could also explore the option to add 1-click ordering or repeat buys for return customers. It’s also an excellent idea to provide different delivery choices and try to up-sell extras at the checkout, for example, gift-wrapping or personalization.
Many customers abandon carts because the process is time-consuming and long-winded. Test the steps and try to ensure that it is as simple and swift as possible. Guest checkout is a popular option for customers in a hurry.
Customer service and support
One of the most common reasons people leave a website without completing a purchase is a lack of information or access to support. If a customer wants more information about a product and they can’t find it on the website, they may abandon the site and search elsewhere. Try to make sure that your site contains useful, relevant information, incorporate a help or FAQ section and provide access to responsive customer service and support. Adding live chat is a brilliant way to respond to user queries and comments quickly and it can also help you to optimize sales as you’ll be able to interact with customers long after you’ve shut up shop or stopped working. It’s also beneficial to provide access to support via other channels, including email, social media messaging and telephone.
Personalization
Every customer likes to feel like a VIP. Personalizing customer experience makes clients and shoppers feel special and it can help to boost customer retention rates, increase sales and provide a superior experience. Simple touches like offering customized recommendations based on previous purchases, giving personalized sizing advice or offering an exclusive treat on a customer’s birthday can make a big difference.
Customer experience plays an increasingly integral role when it comes to feedback, reviews and choosing which brands and businesses to buy from or work with. If you run a business, it’s incredibly beneficial to invest time, effort and energy in enhancing customer experience and making sure your clients enjoy the time they spend browsing your website or visiting physical stores and premises. Elevating user experience can help to boost ratings, review scores and sales, encourage client loyalty and set your company apart.
