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    22nd February 2018

    Guide To Creating A Great Online Customer Experience

    By ROLLER

    Every time a customer interacts with your business they go on a journey. This journey, or customer experience, will determine whether they become a satisfied customer or cut ties and leave for one of your competitors. Advancements in technology are continually bringing customers closer to brands than ever before. From creating a reliable product or service that meets your customer’s requirements, through to providing 24/7 support with timely resolutions, new-age businesses are exploiting this new-found intimacy to create a better overall customer experience.

    Our easy-to-follow guide will help get your business heading in the right direction.

     

    Be there for your customers

    There’s nothing more frustrating for a customer than paying top dollar for a product they don’t know how to use or an experience that falls flat. You need to be there for your customer every step of the way. From providing instructions on how to engage with your product to helping troubleshoot issues when they arise, support is the cornerstone of a great customer experience.

    Perhaps you have customers who prefer to talk on the phone? Maybe your customers are more tech-savvy and want access to knowledge-base articles for a DIY fix? Be sure to provide multi-channel support to help keep a smile on everyone’s face.

     

    Use data to your advantage

    In the age of modern technology, we have access to more customer data than ever before. In-depth analysis of this data will help us better understand customer trends and preferences, allowing us to shape and personalise our customer experience to suit. High bounce rates on your website? Invest in better UX. Poor community engagement online? Invest in social media. Poor response times for support requests? Invest in more support. It’s easy to get lost in a sea of information, but attack your data with strategy and you’ll be connecting with customers like never before.

     

    Give the customers what they want!

    Creating a customer-centric culture where you put the customer first is key to driving repeat business and increasing customer satisfaction. Let this customer centricity be the driving force behind your strategy. You need to understand what the customer wants, design the customer experience around that and constantly analyse data to ensure you’re meeting their needs.

     

    Rome wasn’t built in a day

    While we’d all love to have the perfect product, service, brand and support from the get go, a good customer experience doesn’t happen overnight. It’s a process of learning from your mistakes. In the ultra-competitive digital age, you need to be constantly getting feedback and communicating with customers in order to fine tune your customer experience. Be agile, embrace change and innovate your business to meet your customer’s needs!

    At the end of the day, a loyal clientele is the foundation of every successful business. Ensuring a customer-centric approach is at the core of your strategy, and subsequently providing a great customer experience, will allow you to stay relevant in today’s hyper-competitive market.

    Have we missed anything? Tell us what you think makes a great customer experience!