The market is changing and evolving every minute. With it is evolving the rules of engagement of business with the customers. There is a lot of opportunity for trade in the market and even more to earn a profit.
Digitization and the age of the internet have split open the market. Letting anyone with an idea to start a business, without many resources. A lot has changed due to the internet but there is still one constant that governs the market.
“Customer is the king”
The statement is as true today as it was in the 20th century. You can spend millions and millions on a product and still can be rejected by the customers. When it comes to business. It matters less what you want. What truly matters is what do the customers want and how can your organization provide it?
The statement is so true that many management institutions consider it as a law for management. No media, no product is an exception to this law. Since customers are what drives the organization and keep them in business. It is only fair that they dictate what is worth it and what is not.
So when it comes to modern media, which were not even imagined when the law was incepted such as a website. The law still holds true and stands the test of time. Working on this idea of improving the experience of the customer on the website. New strategies are developed to make the website more efficient and to generate more revenue from it.
Depending on the demographics and preference of your audience the strategies may change but the basic idea or the fundamentals remain the same and can be applied to any type of business.
Here are some of the most effective strategies to improve customer experience in order to boost the revenue generated from your website.
Imagine wandering around a new city with a map or a sense of direction. We do not doubt your intellect and the ability to find your way around. But no one can deny it is very time consuming and not the most pleasurable exercise for most. Instead, a map and pointers throughout the city would be much helpful to find your way.
Customers experience something similar. You may find options and features easy to manage. But for someone who is not accustomed to how the organization works. It can be a difficult experience. So much so that some customers leave just thinking about the level of difficulty to find the desired product.
Simple clean navigation goes a long way when it comes to improving customer satisfaction and user experience.
When it comes to navigation’s, there is a very simple rule. Keep it simple. There is no point in beating around the bush. Be direct and give the customer what they want. The longer it takes the customer to find what they are looking for the more likely they are to be annoyed and take their business elsewhere.
So stay focused and keep your website streamlined to be easy to navigate.
Part of giving the customer a good browsing experience can be in the definition of good browsing. What exactly does your management understands when you hear good customer experience.
The website should be able to communicate with the customer. Now we don’t mean the philosophical communication where you let your website tell a story. We mean actual communication!
How you may ask?
With the new and improved ways of website building, you can have various options on the website where the customer and no two customers may have the same experience using the website.
After the TV series, Black Mirrors’s episode, ́ ‘ Bandersnatch”. It is all the technological rage in the market. In fact, JanBask Designs are one of the best in the industry when it comes to interactive designs.
While you may think, interactive and engaging means the same thing, it is not. Interactive is a sense of direction but engaging is the path itself. You need to make sure that your customer does not lose interest midway or all effort will go to waste.
Similarly, you need to understand the importance of a simple design and not over complicate the interface.
A study shows 90% of customers back out from purchase due to over-complicated payment procedure.
Why would anyone prefer to be on any website? The answer is very simple because it interests them. They want to be there so they are there. So find and seek out people who want to be on your website or will be interested in your organization. It will help you create a niche for yourself and help you grow into a bigger business.
Understand that, despite your good intentions, there may be flaws in the basic design. Hindering the users to get the best experience they possibly can. Make sure to try and test everything before you put it out there for the customers.
Try to create a controlled group. A bunch of people who know what they are doing and can give you some useful feedback.
Find out what your audience may or may not like. A test can save your organization a lot of embarrassment later. It is critical to remove the bad elements of the design initially in the test so that they don’t cause a problem later. For this reason, alone most companies launch their beta product to see how the customers like it and then launch the final version of the product.
You may think that customer support and customer experience are the same things but it is not. They can be two sides of the same coin but not the same sides. To understand what we mean by that, try to understand a simple fact.
With the age of the internet, you are no longer just selling a product. Rather you are selling the entire process of purchasing a product. What it really means is sure customers want the product. But they also want to enjoy the process of buying the product. Sometimes people like the process so much that they end up buying a product they don’t really need.
So while customer support is there to help the customer find their way around and collect feedback. Customer experience works more on the feedback gathered by customer support. It is a process of making the process of purchasing more fun and interesting for the customer.
A middle ground between both the departments is the one that involves chatbots on the website. These are preprogrammed virtual assistants that are sort of an entire customer relationship department on its own. Adding a chatbot on the website makes your website look more advanced and helps you save a lot of effort in dealing with the customers.
The bots are pre-programed with certain questions and answers to resolve the basic queries or frequently asked questions form the customer. Allowing you to focus on the more pressing matter than putting out small fires. This way you can shift your focus and not make your customers feel ignored. Most customers feel that their complaints are not being heard and leave. They don’t understand that there are much-pressing matters to resolve rather than a simple case of ignorance. However, for the business, every customer is important and that is why chatbots are so handy. With the current trends, chatbots are going to be more of a necessity than an option in the future. So better get ahead and get a jump on the technology before it gets too late.
Believe it or not. Most of your customers use their smartphones to access your website. In fact, according to a recent survey. On average, a person living in urban cities spend at least 1 hour of the day staring at their smartphone screens. But if you pay attention to your surroundings you would know that it is more than one hour in many areas.
With the demand for mobile friend content. You certainly cannot hope to get away with an unresponsive design, that stretches weirdly whenever accessed on unfamiliar devices.
There are many ways to make your website responsive to other devices. The website should be adaptive to these devices to enhance the user experience on them. You can check how mobile-friendly your website is with google. Simply type in mobile-friendly in your google search bar and press enter. The first option google provides is the one you need to choose. After that, you need to enter the URL of your website and press enter.
Google will give you a comprehensive report of if your website is mobile-friendly or not. If not it will also provide recommendations that you can follow to make your website more friendly.
No matter which method of testing you choose. It is important to acknowledge the trends of the market and right now it is smartphones. You cannot bury your head in the sand and hope to find success. You need to make the website in such a way that it improves the user experience on the mobile phone.
Technology has made analytics so easy. Gone are those days when businesses took a shot in the dark and hoped to find the right target. Today businesses can control all aspects of their campaigns. Using analytics to find out what exactly is going right the very movement it is happening.
The analytical tool helps you understand what the customers are liking about your website and which areas are getting the most attention. You can even find out which was the most clicked area of the website or where did the customer decide to leave the website. All this statistical data can be easily collected and relayed to the management in order to find a solution to the problems or to repeat the formula for success.
One of the reasons why we suggested JanBask designs earlier is the insight they have on the market. They provide a design which looks stunning and is functional at the same time. It is very important to understand that the visuals will take you so far. Your website needs to be functional as well. You need effective tools to manage the operations all the while maintaining quality experience for the customer. One of the tools that can help you do that is a Customer relationship management tool or CRM. This tool allows you to collect user data and organize it into preference. It helps you to understand how the customer will react to your initial offer and make improvements accordingly. Understanding what the customer wants and expects from you is the key to success for a business.
In the end
Business operations are becoming very easy to manage with all the tools and technology. But as the saying goes, with great power comes greater responsibility. The expectation of the customers has grown greatly. Customers demand not only better service but a better experience interacting with the organization. They require the business to not only give them what they require but to help them enjoy getting it.
With so much pressure and such high stakes involved for the business. It is impossible not to rely on technology for something that is its creation. Luckily the internet has an answer for everything. There are tools and businesses that thrive on supporting organizations manage their problems. So the best way to be successful in this technology-driven market is to create an ecosystem in which the business can interact and communicate, not only to customers but to other businesses as well.