Customers crave good experiences, and research shows that they will pay more for them. A good customer experience comes from understanding your customer’s needs and meeting them to build trust and loyalty. And prioritising customer delight means more sales and a greater impact on your bottom line.
CX is the experience your customers have with your business and how they feel about it. This might include how easy it is to find and navigate your website, the readability of your content, or the friendliness of your sales staff. Every touchpoint your customers have, between seeking out your business to buying your products or services, is part of the customer experience.
CX has a broader scope than UX, encompassing your customer’s feelings, thoughts and beliefs about your brand. It spans the entire buyer’s journey. In contrast, UX refers to how a customer or potential client uses your products and services, including your website. It aims to make the functionality logical and useable. Previously, we’ve discussed user experience (UX) in articles defining UX design and its importance, in addition to running through the impact of website UX on your business. Usually, if you get the UX right, then a good CX follows. You need both to be positive for your customers.
Before you dive into making changes to your website, it’s good to know where you’re at. A customer experience website analysis is an audit of your website. It will help you determine if your website is meeting customer expectations and clearly communicating your brand values. From a high level, an audit will help you map out your customer lifecycle, find all of the different touchpoints of interaction, and uncover any pain points that need to be addressed.
First impressions last. It’s important to put your best face forward and ensure that your website accurately represents your business. Consulting with a digital marketing agency could give you an idea of how your website design could be improved to reflect current standards and trends.
Having an excellent strategy for search engine optimisation (SEO) and a solid implementation plan will help potential customers easily find you online. And when they search for specific questions, your wise advice in the form of blogs or articles will help build trust and brand awareness.
Your messaging is how your customers connect with your brand. Your website should clearly provide all of the information your customers need to make buying decisions. Then, you need open communication channels, so they can easily get in touch with you via email, phone, or a chat pop-up.
Logical and simple navigation is the key to a great user experience. What makes a website easy to navigate? Here are some tips:
A responsive website looks great on all devices. This attribute is essential in today’s modern world, where people are constantly browsing sites on their phones and tablets. If you are having your website rebuilt, you must insist that it is responsive.
Any website we build values functionality alongside aesthetics. At One Stop Media, we’re well-versed in UX web design, including ensuring a superior CX that puts your business at an advantage in the digital marketing landscape. Contact us today to talk about your website project.