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Properly structured work on managing the customer experience increases satisfaction, loyalty, retention, and revenue. However, there are some important tips for building a positive customer experience that you need to work hard on.

What is Customer Experience?

The customer experience is the set of interactions between a client and a company. This process includes the stages during which a company interacts with a customer. CE starts with an engaging billboard and ends with customer-friendly support. The online customer experience includes some primary touchpoints: how the customer found the company; how clear the registration, payment, and onboarding processes are; technical support reaction; and quality of service.

UTM-tags on Social Media

Each stage of the buyer's journey affects customer loyalty and how quickly the customer gets involved in the process of using the service.

Where do you start building the customer experience? From basic needs. Each time you work on improving the customer experience, walk in the customers' shoes for a while to properly understand their needs.

1. Google Search Results

A lot of work remains to improve Google results to be in the first position. The main task of any website is to provide visitors with relevant information. For example, a service for a keyword planner must be displayed for those who are looking for a keyword planner.

The primary conditions for ensuring the visibility of a site are its placement on the server and filling it with relevant content and keywords. Then the search engine robots record this content in the database and give it out upon request. Adapt your site with relevant key queries for precise perception by search engines.

UTM-tags Google Adwords

Source: Organizepx

Remember to implement a social media marketing strategy to promote a brand on social networks. The useful tool for effective social media promotion is link shortening. Short URLs are tiny, memorable, and engaging; thanks to the branded domain and customized slug.

To make social promotion more successful, apply some advanced features for social advertising. That might be retargeting, facebook pixel, and UTM tags.

2. Registration

Registration is the first step after a user has been interested in the service. Even a minor bug in registration could crash the first impression. Make it clear and short so as not to make users wait for a long time.

Correct registration forms help users. Explain to customers why they need some fields and what format is required. Do you require a date of birth? Tell customers why. It causes trust and gratitude.

To make registration fast, implement authorization via social networks. Most users appreciate this feature as it really saves their time.

3. Usability

Some sites contain a vast amount of content, but using them is nevertheless simple and easy. On the other hand, some contain five sections, but nothing is understandable.

You need to think like a user who firstly visits your site, and not just surfs but is looking for specific information.

To determine whether the site is user-friendly or not, ask some disinterested users, preferably from your target audience, to make a specific action on the site. After that, ask them how clear the site is, what they liked, and what didn't.

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via GIPHY

4. Support

Poor customer service may have a bad influence on customer satisfaction, retention, and the whole product. If the potential users leave a service unsatisfied, they won’t return.

Each business makes customer service mistakes. Errors are an inevitable part of any activity. However, it’s essential to find the mistakes, admit them, and correct them. In this article, we’ll consider the main tips that need to be implemented to improve this process.

The classic customer service strategy doesn’t seem to change at all. You’d probably expect to find lots of tips about AI, chatbots, automation and all that stuff. Well, whatever the necessary technologies are, being human stays front and center.

The role of automation is to provide a seamless experience regardless of the channel, rather than completely replacing humans.

Listening, appreciating, and respecting customers are non-changeable values in customer service. After conquering these aspects, move towards modern technologies such as chatbots. Firstly, be human to your customers.

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via GIPHY

5. Payment

When customers start using your website, whether it's eCommerce or technical service, they're looking for a qualitative product and a quick and secure payment process. The payment gateway that you choose for your site should instill trust in your clients as they specify their personal information. Remove the complicated structure when trying to integrate incompatible software programs and dozens of popular shopping cart systems. Just implement a secure payment processor with trustful billing information database.

The payment process is the finishing touchpoint for customers. It must be easy-to-understand and secure so as not to confuse users.

Here're just some valuable touchpoint for positive customer experience. They could vary depending on your service. To analyze which touchpoints are vital for you, implement some tools. In the next article, we'll tell you about the tools for determining touchpoints where customers are confused and dissatisfied.


What did you learn?

  • customer experience management;
  • customer service experience;
  • improve customer experience;
  • customer experience journey;

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