The most successful companies are aware of the impact customer experience has on their profitability. For digital brands, it plays a decisive part not only in their results but even in the survival of the business. This is because – the better the customer experience you offer, the lower the bounce rate (and the higher the sales).
Good results and business success are virtually impossible without constantly working to improve customer experience. In this article, we’ll discuss how digital brands are using customer experience strategies to increase their sales.
Customer Loyalty
As technology brings new and more and more advanced tools, everyone is getting used to buying options on their devices that are incredibly user-friendly, intuitive, pleasant to look at, useful. As a result, everyone is expecting more. With that in mind, it’s no surprise that customers are much more likely to stay loyal to companies that offer superb user experience rather than those offering lower prices or, even better products or services.
Feedback
With people spending so much time online, and a lot of them making most of their purchases digitally, new ways to keep customers satisfied are being developed all the time. When it comes to digital brands, there is no better way to get a true understanding of what they’re doing right now than by using a customer experience management or CXM platform.
Customer experience metrics are one of the many things you can get by the tools and software used by a system like this. Through a series of processes and actions, customer experience management software can help you get feedback from your customers and perform automated actions. This can help you identify your weak spots and take steps to improve, and ultimately show your appreciation and care for your customers by rectifying negative experiences.
Personalized Experience
Even though many people buy products or services, or research brands online, most still long for the good old personal touch. One great news for digital brands looking to provide a better experience to their customers is that some of the incredible technological inventions we are witnessing today can be applied in their online businesses. Thanks to this, making an experience in the digital world feel a little more like one you would get in the outside world is very possible.
There are many ways to personalize the user experience on your website or another channel. For instance, some tools help you identify your customer’s location, and based on that you can show them the prices in their currency, greet them in their language or even recreate a small talk about the weather, recommend products or services according to their location and the weather.
Another example of technology that can help you improve customer experience and as a result your sales is artificial intelligence. AI-powered software can take personalization to an even higher level, and it can help you predict your customer’s behavior and their needs. Chatbots are nowadays a must-have for digital brands, and they are becoming better and better. They allow personalized interaction with multiple visitors simultaneously, helping customers navigate through your website even better, and find what they need faster.
More Channels
Websites are crucial for businesses, whether they operate entirely online or not. However, in this day and age, offering multiple channels, such as different social media profiles and mobile apps, is the best way to enhance sales.
As one of the most popular things in the world, social media provides a great opportunity to reach potential customers but also interact with them, show them an even more personal side of your company and your team, let them get to know you – and in the process, elevating customer satisfaction. Mobile apps on the other hand offer you a way to not only enhance sales but also stay present in your customers’ lives even when they are offline.
Dedicated Team
Implementing any of these methods for improving customer satisfaction can make a huge difference. However, to truly make it work you need a team that is always concerned with the experience of customers. In other words, your employees need to be aligned with your customer experience strategy. Make sure that you have a team of people who not only understand the system, and can act as support for your customers but that they are passionate, knowledgeable, proactive, and creative.
Final Words
Customer satisfaction is one of the most important things for digital brands and investing in it is investing in your future success. Thankfully, there are many methods available to make it easier for businesses to improve in this area and reap the benefits of loyal customers. While it depends on many things, your willingness to help solve customers’ problems is fundamental for a superb customer experience.
