Customer experience, also known as CX, is one of the most important factors affecting the success of your business. With so many customer experience (CX) platforms, choosing which one to implement on your website and which one will give you the most bang can be difficult.
I’ve decided to compile this list of nine ways you can improve customer experience on your website to ensure that every customer enjoys their time interacting with your company and comes back to do business with you again.
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What is Customer Experience (CX)?
The expectations customers have when using your product or service and impacts on a business too. Good CX means providing a fast, helpful, easy-to-use experience that keeps customers coming back.
Poor CX gives them reasons not to come back again. Poor CX can lead them to share their bad experiences with others – costing you their loyalty and business.
It’s always good to be prepared! This guide will explain exactly what questions you should ask yourself when trying to improve customer experience (CX) from all angles: from easy changes like better navigation and signage down to more challenging improvements like revamping your website design and restructuring your support staff.
Know what your customer wants
Customers have come to expect instant gratification from your website. If they’re not getting it, you’ll lose them.
If you want to improve the customer experience on your website, start by analyzing what works and what doesn’t for your customers today. What are their pain points? What do they love about your website?
The answers may be right in front of you in feedback or reviews that past customers have left. It can be a goldmine if you know how to use it correctly.
You’ll find that some features and pages of your site need a complete overhaul; others need a few tweaks. Knowing what will make a big difference for customers helps guide where you should focus when looking at ways to improve customer experience.
Understand buying mode
When customers come to your website, they’re likely in one of two buying modes: a researching mode or a purchasing mode. Understanding these two modes and how they impact customer experience can help improve conversion rates significantly. Here’s how to nail each customer’s buying mode when they land on your site.
Make The Website Load Faster
A study shows that one-third of online shoppers will abandon a website if it takes more than three seconds to load. Nearly 50% of customers expect a site they’re looking at to load in two seconds or less.
To improve customer experience, ensure your website loads quickly and provide fast, hassle-free checkouts when selling products. When possible, try using a CDN (Content Delivery Network) and optimizing videos with Apple HLS instead of Flash video, which can slow down your website significantly.
Use a personal chat box to engage visitors.
What better way to show visitors you care about them than by offering a chat box or similar tool that lets visitors ask you questions and make suggestions. Use it to thank them for their time and attention, offer extra information (like links), and follow up with leads who have visited your site.
You can also use it to provide free, helpful advice (like Q&A sites like Yahoo Answers). It goes a long way toward improving customer experience and encouraging brand loyalty. It’s also easy to add; even an informal Twitter chat can improve customer engagement with little effort.
Have a top-notch search bar
Nearly 70% of website visitors will search for a specific item when visiting a site. Make sure your search bar is working properly. Its goal is to help customers find what they are looking for quickly, so test it regularly to make sure it’s finding relevant results and filtering out irrelevant ones.
It should be simple, quick and give accurate results when used properly. If you have more than one page of products, be sure customers can find them easily.
The key here is speed; give them some well-thought-out choices that appear at first glance and get their business rolling smoothly. It will also improve conversion rates while keeping those pesky shopping cart abandoners at bay.
Enhance Your Customer Service
It’s tough to change your customer’s impression of you once they are pissed off and looking for a way out. You should have a sturdy customer service foundation before anything bad happens.
With that being said, we understand that sometimes no matter how hard you try, things will fall through the cracks, and your customers may contact you for help at some point.
Importance of an SSL certificate
When someone visits your website, they make a lot of assumptions about how secure their information is. When you don’t have an SSL certificate, it can negatively impact your customer experience.
This can also prevent them from trusting you and your company – because why would someone do business with someone who doesn’t take basic security measures? Avoiding SSL will cost you customers, but it could land you a fine if anyone’s personal information has been compromised due to a lack of data protection protocols.
That’s not something that any business owner wants hanging over their head! Choose an affordable option when selecting SSL; be sure that you are getting everything needed for a secure website so that your visitors can safely complete purchases or other transactions.
For sites having multiple subdomains, Wildcard certificate is best option. You can get a Wildcard SSL Certificate from CheapSSLShop – an authorized partner that can provide an affordable price for your choice of SSL certificate.
Measure the ROI from delivering a great customer experience
A visitor’s experience on your website can make or break your brand. Think about it: if a consumer has a bad experience with you, no amount of advertising will ever convince them to buy from you again. They’ll tell their friends and family about how awful you are.
If a customer feels good to experience with you, they’ll tell everyone they know and sing your praises from the rooftops—making you an organic marketing machine. There is money in treating customers well and money in giving them bad experiences, if they don’t return.
A recent study showed that increasing an online form’s call-to-action button size from 100×30 pixels to 200×46 pixels resulted in an 11% increase in completed forms. If you don’t know what a call-to-action is, it’s simply a phrase or button (usually a button) that encourages visitors to act on your website.
For example, say you’re writing an advertisement for your eCommerce business; you might have Add To Cart as your CTA. It’s obvious what they should do and can spur immediate action when done right.