This also gives you more efficient customer engagement, improved odds at crisis management and a massive boost to customer loyalty and retention. In other words, this is the single most important thing you need to focus on if you ever aim to make a lasting relationship with your customers, let alone make some return customers. Here are seven marketing techniques that you can use to drastically boost your customer experience.
1. Response Time
The first thing you need to do in order to make a good impression on your audience is to improve the response time. There are several ways to do this in no time and the choice is yours. First, you should make your website much simpler by minimizing the number of HTTP requests, choosing the right hosting option and compressing all that you can. Other than this, you need to consider the fact that the time in which your page fully loads isn’t your only concern. The amount of time that it takes for the page to get to the first byte also matters in the overall experience.
2. Make an Emotional Connection
Do you know that situation where the way in which something is said matters more than the content of the sentence? Well, the same holds true when it comes to B2C interaction.
Also, customers that have an emotional connection with your business are far more likely to recommend you to others (WOM), as well as far more likely to make a re-purchase.
In order to achieve this, you first need to understand who your customers are and address their issues from their perspective. Creating content that uses a voice and tone similar to theirs might also help make you more relatable.
3. Respond to Their Feedback
A website that runs flawlessly is sometimes less impressive than a website with a bug that gets fixed as soon as someone points at it.
Sure, in the first scenario, the user gets a more seamless experience, however, seamless sometimes means unnoticed, which is definitely not something that you should aim for. Therefore, focus on responding to customer feedback and try to fix every single one of their (reasonable) complaints.
This rewards you in two ways. First, by allowing you to improve your website or e-store and second, by leaving a good impression on your audience.
4. Build a Recognizable Brand
Another way in which you can boost the overall experience is through brand familiarity. You see, when people do business with those brands that they’re already familiar with, they’re much less likely to suspect a scam or a hoax. In the digital environment, especially when it comes to businesses that are online-only, this is quite hard to pull off.
Also, marketing your business as local may bring its brand closer to your target audience. This is why, for instance, a business from Victoria should look for a branding agency from Melbourne to team up with. Specific knowledge of the local market can come in quite handy.
5. Set Up an Experience Analysis
Another method that gives outstanding results is setting up experience analysis. Now, a lot of inexperienced business owners mistake this with the idea that they should include a survey to pop up before one leaves the domain. First of all, pop-up windows are not something you should use, to begin with. After all, the majority of Adblockers prevent them from appearing anyhow. Instead, analyze their behavior. The duration of their visit, the number of return visitors, the conversion rate and other, similar factors. This way, you’ll know exactly where you’re at.
6. Personalize the Experience
Another thing you should do is personalize their experience, in a way similar to what YouTube is doing. Namely, track their searches on your platform (and off it, with the help of Google Analytics) and try to make an offer that they’re likely going to be interested in. Not only does this save their time by helping them get faster from point A (the moment in which they enter your website) to point B (finding what they’re looking for), it also increases your profit by quite the amount.
other valuable tips:
7. Allow Them to Buy Without Registering
Finally, while getting a registered user provides you with easier experience personalization (more data) and expands your email list, sometimes this is not the only viable course of action. Allowing purchase without registration simplifies the checkout process, thus giving your products a somewhat greater appeal. The problem with this lies in the fact that the customer might need to reenter all of their information from scratch during their next purchase. Still, it’s better to incentivize registering than to make it mandatory.
The best thing about creating a positive customer experience lies in the fact that it also strengthens the infrastructure of your business by quite a bit. Also, with more and more companies realizing the importance of positive customer experience, industry standards and averages will rise, which will put you in a spot where you have to catch up or you get left behind. The choice is yours.
Image Credit: Pixabay
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