Wondering how you can improve the digital customer experience of your product? Say no more! We gathered a list of 10 best digital customer experience strategies that will help to level up your CX game!
Let’s not waste any time and jump straight in!
What is digital customer experience strategy?
Digital customer experience strategy refers to a plan or specific actions that a company can take in order to level up their DCX and provide a more positive and seamless interaction across different channels.
Why do you need a digital customer experience strategy?
Having a digital customer experience strategy and sticking to it is essential for companies that want to remain user-centered and ensure their product exceeds customers’ expectations.
These strategies are proven approaches that are known to work for thousands of companies and brands we interact with every day. That’s why implementing those strategies for your product can help you optimize for success and achieve similarly impressive results!
Here’s a quick breakdown of everything a good DCX strategy can help with:
- Meeting evolving customers’ expectations: customers nowadays expect their experiences to be as seamless and optimized as possible. By leveraging the power of effective DCX strategies you’ll be able to meet and exceed those expectations.
- Gaining competitive advantage: sticking to a digital customer experience strategy requires dedication and investment that not every company is prepared to make. You’ll stand out in the competitive market by showing that you care and are ready to continuously improve your products.
- Leveraging data and analytics: a well-defined strategy will allow to gather feedback effectively, analyze user behavior and transform qualitative and quantitative data into product improvements.
- Building trust and brand loyalty: by working on constantly improving the DCX to satisfy your customers you are showing that they are your priority you’re committed to solving their problems. This is essential for building strong long-lasting relationships, generating trust and loyalty.
10 best strategies to improve your digital customer experience
1. Get to know your customers
First things first, make an effort to get to know your customers, their needs, problems, and preferences. You can do so by conducting customer surveys, and interviews, leveraging analytics tools, and analyzing customer feedback.
This will help you get a better idea of how they behave, what drives their decisions, what they value most in digital products, and how you can do better to meet their expectations.
By leveraging this information you’ll be able to effectively prioritize product improvements and the development of new features. When you know your customers you can anticipate their needs and solve their problems before they even arise.
Amazon, for example, does this by analyzing customers’ purchases and suggesting other products they might need before they even realize it.
2. Leverage the power of personalization
Use the customer data you collect to personalize each unique customer’s experience based on their history, tastes, and behaviors. This can include sending targeted marketing campaigns, providing personalized product recommendations, adding personalization elements to your UI design, etc.
A great example of personalization importance is Netflix’s personalized movie recommendations. We can’t even imagine the platform without them, right? Netflix also shows a percentage of how well a certain piece of content matches your watching preferences, helping you make the choice faster.
That’s exactly why we love them so much and why they stand out from the competitors! Think about how you can leverage your customer data in order to make their experiences feel more unique and personal. That’s how you’ll be able to build truly meaningful connections.
3. Be available on multiple channels
Modern customers are omnipresent. They are everywhere. They browse websites, download mobile apps, interact with brands on social media and via other channels like emails or chatbots. To ensure a positive digital customer experience you need to be exactly where they are. That’s why it’s so important to be present on multiple channels.
Maintain consistency across all these touchpoints and ensure that your customers can find your product or interact with the brand on some of their most used mediums. This same rule goes for support. Provide multiple ways to reach your customer care team, be it via phone, email, contact form, chatbot, or social media.
4. Optimize the checkout process
Make sure that the process of buying your products or subscribing to your services is as fast and smooth as possible. Conduct testing and pinpoint friction points, bugs, or any other confusion that arise when customers try to complete a transaction. The checkout process should be quick and seamless, that’s how you ensure a customer completes the purchase and comes back next time.
Some basic tips for that digital customer experience strategy include minimizing the number of steps in the checkout process, offering multiple payment methods, adding security badges, and a hassle-free return policy to boost buyer confidence.
The easier you make it to buy from you, the more purchases will be made!
5. Regularly test with real customers
To maintain a seamless digital customer experience and be aware of any issues right when they come up it’s important to integrate occasional usability testing sessions into your strategy. Usability testing is a go-to technique for evaluating your product with users and it’s also the most effective one.
See how usability testing works in these demos 👇
By running usability tests on your product every once in a while, for example. when you add a new feature or design element, you are able to spot usability issues as soon as they arise and eliminate them before they become critical.
You can run usability tests online using an all-in-one usability testing tool like UXtweak. It allows you to test all types of products, including prototypes, desktop and mobile websites and even app’s demo versions!
6. Close the feedback loop
Feedback collection is one of the main pillars of a positive digital customer experience. However, just collecting the feedback isn’t enough. The key here is to act on the feedback, improve the product based on it, communicate the changes by following up with customers, and overall make this process continuous.
That’s exactly what closing the feedback loop means. This process ensures that the customer feedback you collect actually makes a difference, ensuring the prioritization of the most crucial changes and constant communication with customers.
Companies like Airbnb excel in this by encouraging guest feedback and then showcasing improvements made based on it. An approach like this not only drives better product iterations but also shows customers that their opinions are valued and included.
7. Keep it intuitive
And this goes for all aspects of your product design. Make sure that all interactions users have with the product are seamless, intuitive, and quick. To achieve this optimize the navigation to fit your customers’ mental patterns and expectations.
You can do so by utilizing special tools like UXtweak card sorting tool for generating optimal information architecture models. Additionally, you can test them with users by leveraging the power of our tree testing tool.
An intuitive design coupled with high performance and seamless navigation will ensure customers get what they need without unnecessary complications.
See Card Sorting and Tree Testing in action 👇
8. Provide exceptional customer support
You may have the best product quality out there but if you’re failing to provide good customer support, your reputation will quickly deteriorate. Make sure that your customer support team is responsive, empathetic, and solution-oriented.
Take into account all feedback you receive through this channel as this is one of your most important sources of real-time insights! The art of providing good customer support is all about knowing how to turn a bunch of negative feedback into positive reviews.
Support channels may be the only human touchpoint that connects your business with customers, so make sure you show them that they’re in good hands.
9. Offer post-purchase goodies
The customer journey doesn’t end after the purchase. It continues after and by treating customers right after they buy from you you can actually transform them into loyal clients.
By offering post-purchase benefits like tutorials, loyalty points, or exclusive offers, you extend the customer experience and enhance their satisfaction. Take a look at brands like Sephora, for example. They offer loyalty points and exclusive post-purchase samples to every customer, ensuring they have something to look forward to after the purchase, and making sure they come back for more.
Providing a good digital customer experience is all about leaving a lasting pleasant impression of your brand, that customers can recall even after time passes. That’s how you build positive word of mouth and high retention rates!
10. Optimize for mobile
Nowadays, it’s not just about responsive design, but ensuring a smooth performance and easy navigation no matter the screen size. According to Statista, up to 60% of global purchases are now made from mobile devices. This means in order to succeed you need to provide exceptional mobile experiences.
To do so, conduct mobile user testing on your apps and mobile website versions and pinpoint issues that need to be fixed. When customers can engage with your brand seamlessly on the go, you enhance their overall digital experience.
Digital customer experience best practices
- Ensure accessibility: make sure that all your products are accessible to all people, including those with disabilities. Adhering to web accessibility guidelines ensures everyone has a positive digital customer experience.
- Loading times and performance: slow loading time can cause frustration and influence your bounce rates. Optimize images, use CDN, and prioritize above-the-fold content to ensure faster load times.
- Apply security measures: protect customer data with encryption, regular security audits, and up-to-date security protocols, ensuring trust and confidence across all touchpoints. Communicate your commitment to protect customers’ data.
- Streamline onboarding: to reduce drop-offs, ensure that the process of starting up with your product is as quick and easy as possible. Provide guidance, tutorials, tooltips and any additional help where needed.
- Be transparent: clearly display your terms of service, return policies, privacy policies, and delivery prices, ensuring that customers never leave feeling deceived.
- Cultural sensitivity: Ensure that your content, design, and communication are culturally appropriate and inclusive for your diverse user base. Adapt and tailor your products to fit the expectations of audiences in different countries.
Wrapping up
And that’s a wrap! Now that you know these 10 best digital customer experience strategies it’s time to level up your CX game! You just need one more thing – a good research and analytics platform to help you empathize with your customers and collect their feedback.
Luckily, UXtweak is here to help!
Register for your UXtweak account and use our robust tool to optimize your digital customer experience.
