Nearly everything in this world has gone digital. That being said, so should your business. Customers favor businesses that make the digital experience seamless. If your site isn’t satisfying your customers, you may want to consider a different approach. 

Try developing a digital customer experience strategy. There are many ways to approach this. However, a digital customer experience should have a different approach than the general customer experience. Identifying how digital fits into the overall customer experience is the place to start.

Ultimately, following a digital customer experience strategy will lead to higher conversion rates and more sales. As part of your strategy, you should focus on a few specific areas. 

Digital Ease of Use

When you access your business’ site digitally, do you find it easy to use? If a website is difficult to navigate or is slow and glitchy, customers tend to click off of it. Nobody wants to waste time navigating through a website that isn’t efficient. 

Your site should have clear and guided paths. It should be easy for customers to find what they’re looking for. Ease of use is such an essential part of the digital experience. It can make or break whether a customer is willing to stay on your site.

Channel Flexibility

Channel flexibility goes hand in hand with ease of use. What does this have to do with a customer’s overall digital experience? To start off, users should be able to access your site through multiple channels. These channels can include smartphones, tablets or laptops. This ties directly into the digital experience you provide to your customers. If you want to reach more people, your site should be widely accessible.

Have you ever tried to access a site from your phone and it’s extremely challenging to navigate? This is a major point of weakness for many sites. Your site should have convenient layouts for every device. Doing so will increase your ability to connect with customers. They’ll be more likely to make a purchase if it’s convenient to them.

Service Convenience 

When optimizing your customer’s digital experience, you should look into how convenient your service is. First, you should focus on providing relevant, up-to-date information. Don’t let your site’s information go stale. If your customer has to go digging, you are likely to lose their interest. You can also offer your customers live support. This enhances a digital experience because it immediately connects your brand to customers. 

How can you offer live support to your customers? One easy solution is to have a FAQ board. If a customer has a question, your business can easily provide an answer without forcing them to search too far. You can also implement a live chat service. This can help to engage your customers. Instead of leaving your site for a competitor’s, they will be able to communicate directly with you or your team. Customers will feel much more connected to your brand with this easy add-on. 

Purchase Convenience

The final thing to consider when developing your customer digital experience strategy is purchase convenience. Can your customer purchase from your site? If direct purchases can be made digitally, ensure the process is simple. Clearly outline the steps and keep your customers informed. A customer should be well aware they’ve made a purchase.

In addition, you can improve your customer’s digital experience by providing purchase options. This can include things such as suggested products or product and service subscriptions. Use any opportunity to further build a relationship with your customers. Purchasing is the final step in the user experience. You want to make sure all of your other site attributes lead your customers to make a purchase. 

Tying it all Together

Your digital customer experience strategy should consider four things: ease of use, channel flexibility, service convenience and purchase convenience. If your site is lacking in any of these areas, strategize ways to improve upon them. These four categories can significantly impact whether or not a user stays on your site. 

One way to quickly understand the performance of your site is by using Google Analytics. You can explore how engaged customers are with your site. If your numbers are low, go back to these four categories and make adjustments.

Regardless of your marketing needs, Burkhart Marketing has you covered. Visit our site to learn more about the services we provide.