Personal connections are at the core of every positive customer experience. With this in mind, companies are rediscovering that online interactions are equally (if not more) important than in-person touch points.
Here at Groove Commerce, we think of customer experience like an umbrella that covers the entire purchase cycle. Underneath it, your website, marketing, shipping and customer service create micro-moments that influence customer sentiment. HubSpot refers to this as the “delight” portion of its inbound marketing flywheel.
When you delight your customers, you increase the likelihood of repeat purchases and establish brand loyalty. These outcomes ultimately lead to the number one objective for most eCommerce businesses: increasing revenue.
Ideas To Improve Customer Experience
To provide positive customer experiences, businesses need to create tailored programs that meet their specific customer needs. To help you get started, we’ve outlined four proven ideas to improve customer experience.
- Prove your value
- Make your customers feel special
- Have a conversation
- Stay in regular communication
1. Prove Your Value
Does your site clearly demonstrate what makes your business better than competitors? Do you effectively convey your unique value proposition?
Visitors often arrive at a website to answer a question, solve a problem or find a product. Once they enter your store, you must immediately communicate how your business addresses their needs.
Showcase your value proposition to help reduce barriers and increase consumer confidence. Consider Amazon Prime, for example. Customers pay for Prime because of the convenience and savings it provides.
Try using this concept to resolve a customer pain point by identifying a specific service or value your business can provide to customers.
2. Make Your Customers Feel Special
Taking the time to get to know your client personally helps to develop trust and create loyal business. Similarly, following up with inquiries helps to understand what your customers value, which can help you improve in the future.
Although one-to-one communication isn't always possible, there are a few tactics you can deploy to show your customers some love. On the eCommerce side of things, consider the following:
- Evaluate return policies
- Personalize your website
- Offer exclusive discounts and offers
- Incorporate phone and live chat customer service
- Personalize packaging
3. Have A Conversation
According to HubSpot, approximately 90% of customers consider an immediate response as “important” or “very important” when they have a customer service question.
Therefore, businesses must respond to customer inquiries as fast as possible. Implementing online chat, phone availability and text messaging offers your customers accessible and immediate service.
In addition, it's critical that your visitors can easily find your contact information. We recommend prominently featuring this information at the top of your page for easy access.
We like how Zappos features a customer service menu at the very top of the page that directs you to Live Chat, FAQs, contact info and feedback forms. All of these elements subtly indicate how they value their customers and strive to provide an exceptional online experience.
4. Stay In Regular Communication
We recommend creating a portal for communication with your customers. Keep customers in the loop by confirming orders and providing shipping notifications.
Solicit new ideas to improve their experiences on your site or allow them to share your information with their social networks. If applicable, consider adding a comprehensive FAQ page.
Overall, repeat contact with your customers increases brand awareness and customer loyalty.
Remember that customers are at the core of any business, and it's your job to deliver first-class solutions to their problems. When you do this, you encourage a relationship that will keep them coming back for more.
Did you enjoy reading this blog? Check out our eCommerce SEO Checklist for 10 valuable tips on increasing website traffic and making shoppers aware of your brand.
If you have any questions about these 4 ideas to improve customer experience or are wondering how Groove can help, contact us through the form below. Our team will be in touch!
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