Customer experience plays a key role in the overall success of your business — companies with a customer experience mindset drive revenue 4-8% higher than the rest of their competitors, Forbes reports. Strengthening your customer experience strategy can attract and impress customers, win their loyalty, and increase your bottom line.
Improving CTAs, providing important information early on in the customer journey, and measuring retention rates are some effective ways to improve your customer experience.
The CTAs (calls to action like “subscribe”, “buy now”, “or find out more”) on your company website can make or break your sales. To make sure they drive the results you want, your CTAs should be adequately placed to be visible enough to customers without being overly “in your face” — a study by VWO found minimizing clutter around one CTA alone increased a businesses conversion rate by 232%.
They should be large, bold and bright: placing them against a white background will ensure they stand out. Your CTAs should also be fast to load (even with slow internet connections) and visible across all types of screens, including smartphones.
Give necessary updates early on
When a customer’s finally ready to check out with an item, nothing is more disappointing than being hit with unexpected negative information concerning their purchase. For example, unexpected additional costs cause a whopping 60% of customers to abandon their carts without checking out.
This unnecessary loss can be prevented by making sure you don’t wait until customers check out to give them these messages. If a product’s out of stock, use a pop-up message or grayed-out image to let the customer know. Provide discount codes or coupons to minimize the chances of losing a conversion permanently.
A “notify me” button can be used to inform customers of when the item’s back in stock. Moreover, this will help generate a quality lead; they’ll provide you with an email address you can use to nurture them as a future lead.
Measure retention rates
After improving the customer journey, it’s important to measure the results to gain deeper insight into customer behavior and make any necessary further changes. In particular, measuring retention rates is key to maximizing your ROI. It’s 6-7 times more expensive to acquire a new customer than it is to retain an existing one.
Furthermore, a 5% increase in retention can increase your bottom line by 25-125%. There are numerous effective ways to improve your retention rates. For example, creating a customer loyalty program will give your customers an incentive to make repeat purchases.
Offer customers discounts and other offers once they’ve collected enough points or made a certain number of purchases. They’ll feel valued as customers, and your retention rates will stay high.
Improving customer experience is a sure-fire way to grow your business. By implementing these simple tips, you can keep customers engaged, provide them with a memorable shopping experience, and maximize your bottom line.
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