A great digital customer experience will keep your customers coming back again and again. It is something that makes interacting with your brand feel personal and easy.
Offering exceptional experiences in your digital environments is crucial to meeting and exceeding customer expectations. The State of the Connected Customer report shows that customers are turning to digital resources more and more often. If your business doesn’t keep pace with these digital demands, your customers will find someone who does.
In this article, we will explore 6 ways you can improve the digital customer experience and increase your customer loyalty.
- The digital customer experience is every online interaction a customer has with your brand, including on your website, social media, and mobile apps.
- Understanding your customers’ expectations can help you create the ideal online experience.
- Create an omnichannel digital experience where customers can seamlessly move between channels.
- Optimize your digital channels to respond and perform well on mobile devices.
What Is the Digital Customer Experience?
The digital customer experience is all a customer’s digital interactions with your brand. While many of these interactions will be on your website, they can also include:
- Social media channels
- Mobile apps
Each connection needs to feel genuine and represent your brand image. Think about what you want your customers to experience at each touchpoint.
6 Best Practices to Improve the Digital Customer Experience
The online environment is crucial to the success of any business. With these 6 best practices, you can transform your digital customer experience into a satisfying, seamless journey your customers will love.
1. Get to Know Your Audience
The customers who choose your brand differ from those who choose other brands. You need a thorough understanding of your customers and their needs to build the ideal online environment for them.
Creating buyer personas is a great way to get started. These personas are representations of your ideal target customer groups. These personas should include basic demographics, their interests, what kind of job they have, how much money they make, etc.
Another way to familiarize yourself with your audience is to explore the customer journey. Try to see your company from the customer’s perspective. What do they experience when they interact with you online? Map out the customer journey to determine the most important digital touchpoints.
2. Offer an Omnichannel Experience
Your brand likely exists in multiple places online, including your website, social media, email, and more. With an omnichannel experience, your customers can move from one channel to another without experiencing a break in their journey. An omnichannel approach syncs data between all channels, while a multichannel approach does not.
An omnichannel experience not only makes it easier for your customers, but it can make it easier for you, too. With data synchronization, you know when a customer chatted with a representative on social media, what they typically buy from you, and if they are signed up for your email newsletter.
3. Don’t Forget the Mobile Experience
In August 2022, more than 62% of all internet traffic came from people using a mobile device. With such a significant number, you must pay attention to how mobile users experience your digital channels.
To adapt to mobile devices, you must ensure your website and other channels are optimized for the smaller screens on a mobile device. This means:
- Choosing a mobile-responsive theme
- Avoiding flash
- Using a large, simple font
- Spacing out your links
- Eliminating pop-ups
- Reducing the amount of content on a single page
- Adjusting button size and placement
Another way to cater to your mobile customers is through an app. With an app, you can stay better connected to your customers and make it easier for them to access your services.
4. Gather Customer Feedback
If there are problems with the customer digital experience, your customers will know about. Getting feedback from your customers is crucial if you want to improve their experience.
You can collect feedback through:
- Feedback surveys
- Customer interviews
- Social media
- Customer contact forms
- Instant feedback on your website
Another way to include customers in the process is with user testing. Recruit a select group of customers to test new digital products and gather feedback about their experience. This lets you make necessary changes to your digital channels before releasing them to the rest of your customers.
5. Use Analytics
In addition to asking your customers directly, you can use automated analytics to continually gather new information. Software like Google Analytics can automatically track certain website features and help you pinpoint bottlenecks and other friction points.
Analytics can show you where most leads are abandoning their purchases, and your team can find ways to improve the process to reduce churn. Or, you might discover that many customers have a favorite feature that is not well-placed on your website. You can move this function to a more prominent position to make it easier to find.
Analytics can help with other aspects of your digital customer experience, including your email campaigns and social media interactions.
6. Be Ready for the Future
The digital environment is constantly changing. Your online strategy needs to keep up. What works well this year may be outdated next year.
As technology changes, there will be new trends and tools that will change how customers interact with the digital world. Pay attention to these changes and be ready to adapt the digital customer experience accordingly.
Some emerging digital trends in 2022 include:
- Creating personalized digital experiences
- Advanced applications of artificial intelligence (AI)
- Virtual reality (VR)
- Augmented reality (AR)
- Continual expansion of the Internet of Things
- Greater emphasis on privacy and data protection
Improve Your Digital Customer Experience with a Televerde Partnership
At Televerde, we understand how important the digital customer experience is. That is why we support businesses with an omnichannel customer experience that will meet or exceed their expectations. We offer business solutions for every customer journey stage, including onboarding, retention, loyalty, and customer care.
By partnering with us, you gain access to an experienced team of agents who can quickly adapt to your business needs.
Ready to see how Televerde can support your digital customer experience? Give us a call today to get started.