Keys to Online Customer Experience
Owning an online business can be rewarding, especially if you serve a loyal customer base. However, you cannot build a group of loyal customers without the ability to provide a great customer experience. There are many facets included in the customer experience, so it is important to take a look at what you are currently providing and assess where you can do more. Every element of your site from shopping cart ecommerce software to your product description can help you build the customer base you want.
Gather and Analyze Feedback
A brand will receive feedback from customers whether they ask for it or not. It is better to encourage your customers to provide feedback because it can provide you with insights you may have overlooked while building your customer experience. If the feedback is negative, it is also a good idea to be proactive in trying to correct the situation, otherwise your disgruntled customer will find a way to make their feedback public, such as in a social media setting.
Positive feedback is important to pay attention to as well. This can help you see what you are doing right, what still has room for improvement and ways you can positively surprise your customers with perks.
Pay Attention to Content
An ecommerce site should have a variety of content, not simply just the storefront. In order to work on your marketing strategies, your site should have written content, photos and other media that is relevant to your brand. Many online businesses concentrate this content into a blog. The key to content adding to the customer experience is by having things that are fun, informative and entertaining. No one wants to wade through a blog post that is full of errors or long-winded with less words would do. They don't want to see blurry pictures or photos that are too small to gather details. Make the content you provide the best it can be to add to the user experience.
Embrace Social Media
Some businesses are still reluctant to utilize social media to the fullest. Because social media is a free and fast way to connect directly with customers, you should have a sense of what content they want to see and how they expect you to react to issues posed on this public platform.
To use this tool as a way to improve customer experience, your brand needs to be ready to respond to customer service issues in a timely manner. On the flip side, your brand should also be able to respond to messages that help to shine a good light on your products. It's okay to respond to the positive as well as the negative because it makes your brand look like more than just a business out to make money.
These are just a few ways that you can improve your customer experience so you can build a base of loyal customers that listen to your message and support everything you do.