Are you doing whatever you can to make sure your customers are having the best digital experience? If you wondering what is digital experience exactly, keep reading.
Learn more about the digital experience and what it has to do with the success of your company with this guide. We’ll go over the basics of the digital experience as well as what you can do to improve yours.
What is Digital Experience? The Basics
The digital experience is an aspect of your customer’s journey and online presence that focuses on mobile and desktop as well as apps and social media. This is an important aspect to focus on, as your customer’s experience with you digitally will greatly affect the associations they place on your brand. The online experience will determine whether or not your customers have a good or bad experience navigating your digital platforms, which could affect your cart abandonment rates as well as your ability to retain customers.
The three main things you will want to address when evaluating the digital experience you offer your customers are success, effort, and emotions. Success refers to making sure that through the digital experience, your website visitor was able to achieve their goal or complete their task. Effort refers to making sure the experience was easy, smooth, and intuitive for the customer to complete their task.
Emotion refers to the feelings a customer has coming away from an interaction with your digital platforms. Since emotion is a huge aspect that drives customer behavior, this is by far the most important factor to evaluate to improve the digital experience. Keep reading for some tips that can help you improve your digital experience.
Research Your Customer
A great way to improve your digital experience is to know your customer completely and study their journey when interacting with your website. Think about the important steps in the customer journey, also referred to as touchpoints. The most important touchpoints are areas such as the checkout and payment pages.
This can help you see where people are enjoying their digital experience, as well as where they are getting stuck so that you can make changes to streamline the online experience for the best results. You will also want to consider areas such as opening an account, as well as first-time visits to your site to see where you can improve your processes. Capturing these insights is vital to make sure you are keeping your customers happy during their online experience.
It’s important to note that you want to make sure you are capturing digital experience analytics from the right people. For this reason, it’s incredibly important to know your target audience inside and out. This will allow you to figure out how to best serve those that will provide the most qualified leads.
This will allow you to deliver products and services that are tailored to your target demographic. Look for customers who explore your website on multiple channels to see how well your digital platforms work as a whole. This will help you create consistency, a must for a successfully branded online presence.
Generate User Feedback
Along with using analytics to improve your digital experience, allowing your users to easily provide you with feedback is a great way to make sure you’re keeping them happy. If you allow your customers to provide you with feedback in a way that is as minimal and easy as possible, you are more likely to generate useful information from them. This could be in the form of plug-ins such as a simple review or rating area as well as a website chat function.
Not only does this allow you to generate useful information that you can use to make your digital platforms better, but it can also show your customers that you care about what they have to say. This allows you to manage customer service on digital platforms which can help to solve issues and build customer loyalty. Look at the most common problems customers are facing on your digital platforms and work to solve these issues.
You will also want to evaluate digital aspects that your customers rave about to figure out what aspects of the digital experience are resonating with your customer. This can help you figure out how to fulfill the goals of your customers. You want to constantly monitor the customer journey as well as your customer feedback to make sure you are making updates that are modern and appealing to users.
It’s also important to be transparent with your customers to show you care and that you are doing what you can to fix any issues that can improve their experience. You can do so by communicating with them by responding to reviews or responding to help desk chats with solutions. This allows your customers to feel that you stand by their satisfaction which will encourage them to provide you with more feedback in the future.
Work to Improve Your Customer’s Digital Experience Today
Now that you are no longer wondering what is digital experience, you can begin working to streamline your digital platforms and your customer experience today. To make your digital presence the best it can be, you need to work to make sure it appeals to your customer. To streamline your digital experience, make sure you conduct research and communicate with your customers for the best results.
For more on digital experience and consistency, head to the “Branding” section of the site.