The Importance of Improving Your Customer’s Experience
In business, customer experience is the way a customer uses and engages with your product. The term mostly refers to a person’s online engagement with what you’re selling – be it through your website, online adverts or social media marketing.
On the whole, the success of any business is dependent on customer satisfaction, which is why the phrase “the customer is always right” was coined. In the increasingly digital marketplace, the nature of customer service is changing. As well as providing an excellent service, you also need to make sure your online profile is useful, usable and enjoyable to keep customers coming back.
Here are just some of the reasons why customer experience is the backbone of every business.
Customer Website Conversions Equal Profit
A website conversion is when a visitor to your site becomes a paying customer. There are many ways to increase your business’s website conversions, but smart online advertising, website enhancement and search engine optimization (SEO) are some of the most effective.
SEO can enhance customer experience but be wary of overdoing it, as you need to make sure your content remains organic. If there are too many adverts or links popping up on your site, then your customers will click elsewhere, losing you potential sales. Another way to make your website user-friendly is to use a professional web-hosting service like Dream VPS to create an attractive site that’s easy to navigate.
Customer Word of Mouth Travels Globally
Great customer experience drives loyalty and revenue into your business, but it can also go the other way. Thanks to the Internet, the entire customer journey is now visible to thousands, if not millions, of people around the world. A bad customer experience leads to uncomplimentary tweets or bad ratings on Facebook that your entire customer base can see. However, if you’re using these platforms to help improve your customer experience, then this will reflect well on your business and generate more positive feedback.
Customer Retention Is Cheaper Than Customer Acquisition
According to current research, it costs businesses five times as much to attract a new customer than it does to retain an existing one. Not only that, but merely improving your customer retention by 5% will reportedly increase your profits by 25%-95%. The most effective tactics for customer retention are email marketing, content marketing and social media marketing, so make sure you’re using all of these strategies. Remember: advertising isn’t just about attracting new customers; it’s also about reminding previous visitors to return.
How to Improve Your Customer’s Experience
Now that you understand the importance of customer experience, you may be wondering what you can do to improve this area of your business. Marketing your business for customer retention as well as customer acquisition is crucial, but you also need to make it easy for your customers to contact you via social media, email and telephone.
Now that customer expectations are higher, word of mouth travels faster, so you need to build trust with your customers to ensure a long-lasting relationship.