Whether you’re an e-commerce site or a brick-and-mortar store, you need to focus on improving the customer experience if you want to keep them coming back. Customer experience (CX) has become a bit of a buzz word these days, with 89 percent of companies competing on it in 2016. The good news is that you don’t need to wow your customers with the latest in augmented reality or artificial intelligence to be competitive. Here are five simple content marketing tactics that will help improve your customer experience without making a dent in your budget!
1. Give Them Self Service Customer Care
79 percent of customers prefer self service customer care. In 2018, your customer service shouldn’t be measured by how many calls you resolve successfully. It should be by how few people call you. They should be able to find the answers they seek in your knowledge base easily, without having to pick up the phone. Make sure you provide a clear layout and robust search so that they can get what they want.
2. Get a Move On
While we’re on the subject of speed, 40 percent of people will leave a website if it takes more than three seconds to load. If yours is sputtering into life like an old steam train, you’ll lose your audience’s ever-dwindling attention and they’ll click off to the competition. A slow-loading site will also definitely reduce your Google search ranking.
3. Ask for Feedback
Whether it’s through your social media sites or your knowledge base, ask for customer feedback. After all, they are the daily users of your site and stores. Could something be done differently or better? What else would they like to see? Are they satisfied with the experience? Don’t make them write an essay. Just offer simple yes/no and scaling questions, and be sure to act on their suggestions.
4. Get Mobile
With the average US consumer now spending five hours a day on mobile devices, your site needs to be optimized for this medium. Not only must your mobile site load fast and look good, but it should offer robust functionality as well.
5. Audit Your Processes
Try looking at your website or your store through a customer’s eyes. Is your checkout experience efficient? Are the product details thorough? Is the information easy to find and are your forms logical to fill out? If there are any errors in your processes, you can bet your customers will find them first!
You don’t have to spend a fortune improving the customer experience. Analyze your company as if you were a user and ask what you’d like to see. A site that’s fast and efficient, optimized for mobile and with self-service customer care and the right information is the best way forward.