Enhancing Customer Experience with a WooCommerce Customer History Plugin
Enhancing customer experience is crucial to the success of your online startup. How your customers perceive your business determines its growth. Customer journey management is so important in running an eCommerce store today.
WooCommerce offers excellent features to make sure your customers always come first. Read about several WooCommerce CRM solutions here. However, this article will examine some of the best WooCommerce customer history plugins. You'll get an idea of some of the best features of these plugins to help you ensure customer satisfaction every time.
The Need for Customer History Plugin
A clear view of your customer's buying habits is essential to any online business. It provides valuable insights into customer buying behavior and helps you make better decisions.
The WooCommerce customer history plugin makes tracking and managing your customer's purchase history easy. It allows you to check customer's previous purchase, payment status, and other relevant information.
With this information, you can understand your customers' purchases and preferences, which can help you improve your marketing and sales efforts. You can also see the number of canceled orders and check your business's financial information. This data is essential to understand your business's current state and identify improvement areas.
Whether you are a small business owner or giant eCommerce shop, these plugins can provide you with valuable customer information. These plugins are easy to install and use and have special options to help you adapt to your needs. With a user-friendly interface and powerful features, these WooCommerce customer history plugins are essential for any online store.
Benefits of the Customer History Plugin
If you are still in doubt about the benefits of the customer history plugin, here are some details of its effectiveness:
- One Step Ahead of the Competition
The customer story plugin offers a window into a website visitor's mind. This is possible by providing information about pages visited, orders placed, etc. Like playing with the flag, knowing what the customer thinks puts you one step ahead, and victory is inevitable.
- Improve Sales
With this plugin, you can understand what customers like and then change strategies, designs, and themes to reflect those choices, leading to more sales.
- More Traffic
The customer history gives you all the information you need to purchase discount offers tailored to each visitor. For example, the user survey provided by the plugin determines what the user is most interested in. This allows you to offer the visitor a deal they can accept. Done right, it can lead to more traffic and more sales.
- Save Time & Effort
If there's one thing a customer history plugin does best, it gives a clear picture of what's working and what's not on track. This will ensure you can use helpful strategies in a more profitable business.
Top 3 Best WooCommerce Customer History Plugins
- WooCommerce Customers Order History Plugin
The WooCommerce Customers Order History plugin offers its users special features and functions, integrates with WooCommerce, and allows you to manage your previous customers.
With this plugin, you can see canceled, pending, completed, and pending orders. Also, you will be able to know if your customers are loyal to your company.
Using this WooCommerce customer history add-on, you can offer rewards or bonuses to your customers to keep them going and then return to your website.
This plugin is necessary for any business that wants to manage its website effectively. In addition, this plugin provides an easy-to-use and intuitive interface to manage your website store easily.
This plugin allows you to track changes and purchases made on your site over the past few days or weeks.
- 2. Customer History for WooCommerce - Users Session & Searches
Improve your conversion rate by getting insights on how customers find your WooCommerce store with the Customer History for WooCommerce plugin by Motif Creatives.
This powerful tool tracks customer browsing behavior and keeps a complete record of their purchases, allowing them to calculate their total lifetime value.
It provides a clear overview of the search engine results and gives you complete control over your history. With these advanced features, you can optimize your online store and make informed decisions to improve the performance of your business.
You can easily see the total and average number of purchases each person makes in your store. Get access to valuable information about shopping habits and interests. All steps taken by users, whether logged in or not, while browsing will be recorded and saved. Get a detailed view of user interaction with your store.
This plugin will track the specific pages visited by each customer, providing valuable information about their interests and preferences. Also, check the search terms customers use on your website, which will help you identify popular products or areas for improvement.
There will be a complete list of completed orders associated with a particular customer, a quick overview of their buying patterns, and an identification of their favorite products.
3. WooCommerce Customers Manager
With this WooCommerce customers manager plugin, you can monitor the behavior of your customers online. This allows you to find qualified customers or users to help you sell. By implementing this plugin on your website, you can see the entire list of customers in your data.
You can also see complete information about your customers, including their real names, billing addresses, details, amount of money spent, and the first/last date of their last purchase. Plus, you can see the full details of what they've bought from your store. You'll see their sales and shipping addresses so you can provide better service to them in the future.
Other parts of this installation are sending emails to your customers, combining standard information, and editing user information and metadata.
Some notable features include CSV import/export, a customer list page, order search, a visitor-to-post conversion, bulk email, and blocked customers.
The blocking feature allows you to blocklist any of your customers. You can do this with fake customers or customers who canceled items from your store in a reorder.
Conclusion
With these WooCommerce customer history plugins, you can use new strategies based on your page's customer behavior and browsing activity. You will see the current position, the page with the most visits, and the product with the most sales. This will motivate you to improve your marketing strategy and increase sales and profits in a short time.
The role of customer journey mapping in developing digital marketing campaigns
Due to digital transformation, customer experiences have been evolving in ways that nobody could have predicted only a few years ago. Because customers now have access to many more options, many marketing and sales initiatives must resonate with target audiences. Traditional marketing methods of lead generation, customer nurturing, and relationship development could be more effective nowadays. This might encourage you to Hire Dedicated UI/UX Designer.
The Customer Journey Map: What Is It?
In today's customer-driven economy, standing out through excellent CX is crucial for any business. Many modern businesses go to great lengths to learn more about their clientele. Whether you're a B2B or B2C company, a startup or a multinational conglomerate, operating on a national or international scale, or serving a local niche market, you must prioritize the satisfaction of your customers above all else and do so by Hiring Dedicated UI/UX Designer. Walking in the target audience's shoes and charting your every encounter is a great approach to learning more about them. The customer journey map is useful in this case.
The Value of Mapping the Customer's Purchasing Process
When you take the time to learn about your consumers and put yourself in their shoes, you can have more fulfilling interactions with them and better business results. It also offers a concrete structure for CX projects.
- Improve Your Customers' Experiences With a Customer Journey Map
You may learn where you need to catch up and alienate potential customers by tracking their interactions with your brand across the board. We polled tens of thousands of C-suite executives from businesses across the globe, asking them to choose a single word to characterize the business-to-business buying cycle. Comments included "hard," "awful," "painful," "frustrating," and "minefield." Bad procedures often arise from isolated incidents that add up to an incoherent and aggravating whole for the consumer.
By fixing these issues, you can give your consumers and prospects more control over how they engage with your business and purchase from you. That can lead to shorter sales cycles and happier, more loyal consumers willing to make additional purchases.
- The Customer Journey Map Provides Vital Context for Your Business.
You can't hope to meet their needs if you don't know where your customers are coming from and where they're going. If that's the case, how can you be sure that your messages and offers reach the appropriate individuals at the right companies? In today's era, where hyper-personalization is king, more is needed to have a cursory familiarity with your customers.
- Using customer journey maps, your business can achieve greater success.
According to a poll of customer experience professionals worldwide, 67% currently use or have previously employed customer journey mapping. Additionally, nearly 90% of those utilizing customer journey mapping have reported a positive impact, with an uptick in customer satisfaction being the most prevalent outcome. The number of customers who left complained and gave a positive rating to the company all went down.
Use the Customer Journey Map as a Launchpad
Now that you know what a customer journey map is and why it's important for your digital marketing, let's create one or Hire Dedicated UI/UX Designer for the same. The map aims to simplify and concentrate the many moving parts of the customer's experience.
- You should outline the purchasing procedure using your sales funnel.
Your company should already have a well-developed online sales funnel detailing the steps leads take as they explore your content and marketing efforts before purchasing. This data will give you a general idea of how many opportunities a customer has to interact with your brand and content and how those opportunities build on one another.
- Put yourself in the customer's shoes
Despite a plethora of new information about customers, putting oneself in their shoes remains challenging. A prospect is a person like any other, complete with their own set of wants, feelings, quirks, duties, and so on. If you're a digital marketer, how can you learn what factors influence clients' decisions to buy your product or service at the end of the sales funnel?
You can't know for sure what a prospect will do next, but you can help them achieve their goals by helping them achieve theirs simultaneously as you move through your sales funnel. Keep tabs on these actions as you explore different options and touchpoints. If there is a point in the purchase process where the next step doesn't make sense, note it and see if there's a way to improve it so the following step does.
- Design places of contact with customers.
To put it plainly, a touchpoint is any time and place a customer interacts with your business online. Regarding the business side of things, each touchpoint is equally important for interaction and conversion.
The second part of this process involves keeping track of these interactions. But now is the moment to map out these connections sensibly. One touchpoint can be a client "liking" a social media post, while another can be the customer clicking over to a new page from the same post. Create categories for these interactions, such as "social media touchpoints" and "website touchpoints," for easier management.
- Put your customer journey map into action and check the results of your research.
But first, ensure everyone on your team has access to a visually appealing customer journey map. A graphic designer can help you organize your results and points of contact in a way that is accessible, logical, and visually appealing.
It's time to put your new knowledge into practice and test its efficacy in a digital setting now that you've discovered every possible touchpoint, categorized it into logical regions, and created an approachable customer journey map.
If you want to know where customers are abandoning your journey frequently, tools like Google Analytics will greatly assist. Analyze the touchpoints where you're losing customers, such as ineffective newsletters or the latter stages of the checkout process, and make adjustments there.
- Make sure to fine-tune your customer journey map routinely.
Like many other facets of digital marketing, your online customer journey will evolve over time as new technologies and digital channels enter the sales cycle. Reviewing the customer journey through your buying cycle will help you spot bottlenecks and establish methods to improve the overall customer experience.
When user journey maps are created, executed, and maintained properly, businesses see a 16.8% reduction in sales cycle size, as stated in a 2016 research by the Aberdeen Group titled Customer Journey Mapping: Lead the Way to Advocacy. Digital marketers should invest time in producing a customer journey map because of its immense value to the business and its clients.
- Customer journey mapping can be used to enhance every facet of an organization
You may learn a lot about your consumers and their path to conversion with a tool called a customer journey map. You can identify all the faults your company makes in luring customers further to conversion if you create a map that shows how customers do rather than what you assume they do. Collect real-time data and refresh the map to observe how consumers react to new conditions, such as a pandemic.
Conclusion
Keeping potential customers interested and engaged while pushing sales forward can be accomplished by providing a simple and engaging online experience. When you have a firm grasp of your customers' wants and requirements, you'll be better equipped to direct your digital marketing efforts where they do their best. Align your digital marketing efforts with the high-quality digital content that your customers have grown to expect from your best-in-class organization, and you'll be able to deliver consistent customer experiences. Hire Dedicated UI/UX Designer. Thanks for stooping by.
Author Bio:
Prashant Pujara is the CEO of MultiQoS Technologies, a leading Flutter Application Development Service in India. They deliver high-quality on-demand marketplace app solutions and offer dedicated cross-platform developers for hire.
Here's How to Improve Digital Customer Experience (Top 10 Strategies)
Customer experience is an important item for businesses to grow today. But, digital media has made it harder to improve customer experience.
According to a report, 86% of professionals are working to improve customer experience.
But, only 1 in 3 people know how to improve digital customer experience.
So, if you’re also one of these people, this guide is for you.
This post will walk you through different strategies to improve the digital customer experience. I will also share some insightful tips to build a positive CX.
What Does Digital Customer Experience Mean?
Digital customer experience means using digital tools to improve customer experience.
It includes website layout, social media, data, and more. Digital CX has all parts that customers use to interact with your brand.
It involves everything that customers use to communicate with your brand.
For example, your social media account that customers use to find information about your brand. Or your business website that users explore before buying.
To improve customer experience, businesses have to work on optimizing their digital assets. This way, customers can better engage and interact with them.
How to Improve Digital Customer Experience in 10 Strategies
Are you moving your business to digital space? Then, this big change is not easy for businesses.
You must change your marketing and customer support strategies to fit digital shoes.
Wondering how to improve digital customer experience?
Well, you don’t have to do much to improve your digital customer experience. Just focus on your customers' needs and preferences.
Along with this, you should implement these strategies to improve digital CX in your company:
1. Dive into data
Data is what you need to improve the digital customer experience. It will help you understand your customers and their pain points.
You can know what your customers are searching for online. Then, you can create products or services that your customers want.
Moreover, when you know your customers, you can develop better marketing plans.
Your customer's feedback is the golden data here. You can collect customers' feedback from different sources.
For example, you can go through your customers' reviews and testimonials. You can also check comments your customers leave on your social media posts.
Suppose your customers are not happy with your delivery system. In that case, you can use client management software to record the customer's delivery date.
This way, you will never miss a due date. In fact, you can align your team based on the set timeline.
Here you can use Kosmo to manage your clients and projects better.
This is a simple project management software. It has all the features that you require to deliver to your customers on time.
It has a client database management system. You can record all your client information in it.
The best part is it is free software. For solopreneurs, it is a free tool.
But entrepreneurs can get it for $9 per month or $90 per year.
2. Have one-on-one interaction with your customers
Data is important to improve customer experience. But, it can only give you direction to improve CX.
But, you have to go beyond data to know what your customers think of your digital experience.
You must establish a personal connection with your customers. You need to get into your customers' heads and know what they like about your digital experience.
Now, you don’t need to step into a psychiatrist role here.
Just opening a communication line with your customers is enough to know their facts.
The best way to do this is through social media. It allows you to communicate with your direct customers.
You can add survey forms, host webinars, or offer free goodies to your customers to share their feedback.
Data might not tell you the emotions that your customers feel when they interact with your digital assets.
But, listening to your customers' words will give you a new direction to improve the experience.
3. Focus on personalization
Customers today want to feel like individuals. They want brands to understand their pain points and provide custom solutions.Digital customers are very smart. They know when brands are using data or bots to communicate with them.
Today, you cannot expect customers to interact with your robotic emails. Instead, you have to create personalized emails or content for your customers.
Your digital experience must have personalization in it. Otherwise, you can not attract new customers.
Personalization is important for all your marketing efforts.
According to the latest research conducted by LawnStarter, 93% will purchase more from companies offering their preferred customer service channels (ex: chat).
Additionally, 92% will spend more on businesses that ensure they won’t need to repeat information.
Moreover, 90% of customers will splurge with companies that personalize customer service.
Finally, 89% will spend more with companies that allow them to find answers online.
For example, custom emails perform better than random emails.
To create custom emails, you must segment your email list first. Next, you need to organize your subscribers based on different groups.
For instance, income, age, gender, and other demographic factors. You can create email content based on individual groups' needs.
That’s because customers with different income groups have separate buying power. This can help you personalize emails with minimum effort.
4. Offer omnichannel customer service
Digital customers don’t like to wait. They want instant answers from you.
In this, if customers have to wait in a queue to get answers from your support team, this is a sign of a bad customer experience.
So, you should use different digital tools to provide omnichannel customer service to your customers.
Today, you have several options to provide customer support. For example, you can use phone calls, instant chats, emails, and so on.
In how to improve the digital customer experience guide, the customer support point is the most important one.
With different customer support channels, you don’t only get a chance to solve your customers' queries faster. But, you can also get data from different sources.
Besides this, customer support channels like chatbots can free up your team's time.
That’s because it can resolve small customer queries without an agent's help. This way, your agents can use their knowledge to create the best user experience.
There is one small thing that you should remember while using the omnichannel customer support. You must maintain consistency across all your communication channels.
For instance, imagine your customer connects through email but moves to call in the middle. In this case, they should get the same experience across both channels.
Now that is not an easy part. Your email agent and call agent have different working styles and approaches. And this can reflect in their interaction.
But, this can ruin your customer's experience.
So, you have to use customer relationship management software here.
The software will record all your customers' data. This will help agents to maintain consistency across all channels.
5. Create a physical experience
Okay, so this might confuse you. Wondering why I am talking about a physical experience in how to improve the digital customer experience guide.
Well, let me explain myself better. I am not saying that you should create a complete physical experience for your customers.
But, you should use technologies like virtual reality and augmented reality. They can bring physical experience to a virtual environment.
Not making any sense?
Let me share an example with you. Sephora app provides virtual makeup artists to their users. ThissSan Francisco escape room uses future technology to allow remote teams to experience their games from anywhere in the world.
This lets customers apply makeup on their faces in a virtual environment before buying it.
Sounds cool, right?
So, you can also include physical experience in a virtual environment to impress your customers.
6. Use artificial intelligence
Artificial intelligence in customer experience can change the entire game for you.
You can manage your internal operations with AI. Also, you can boost your sales and revenue with this technology.
There are several segments of artificial intelligence that you can use to improve customer experience.
For example, using AI chatbots, you can provide 24 x 7 customer support to your prospects.
You don’t need to hire a call center from different time zones to provide 24 x 7 support your customers.
Chatbots can provide around-the-clock support to your customers. People can ask anything and anytime from chatbots.
The best part is that your agents have nothing to do with chatbots.
They simply focus on creating better customer management strategies.
Artificial intelligence can also help to create a personalized user experience.
Brands like Netflix and Amazon prime are already using AI to sell related products to their customers.
You can up-sell or cross-sell products related to your previous customers' buying history using AI algorithms.
This way, you will improve your user experience and your revenue altogether.
7. Make buying easy
Look at your website. Give a hard look at it and tell if you can move through your website with ease.
You are already familiar with your website structure. So it will not take much time for you to move around your website.
But the person landing on your website for the first time is unfamiliar with your web structure.
So, they might not find relevant information or products on your website.
And if your website is not easy to access, no one will take the time to understand it. They will move to your competitor's website.
So, you need to create an easy buying process on your website. Keep all the menus and pages clear.
Use simple content and attractive graphics to help users find the right information on your website.
You can also select premade website themes that are already working online.
For this purpose, I will suggest you hire a professional website UX designer.
Professionals can better guide you in creating websites based on your audience's requirements.
8. Know your brand and audience
Before learning how to improve digital customer experience, let’s first understand your brand and audience.
When you don’t know what your audience wants and what your brand requirements are. It is impossible to provide a good experience to your users.
Because every brand has different needs, based on your targeted industry and audience base, you have to define your customer experience.
Let’s take an example of the B2B and B2C industries. Both industries have different audience bases and product bases.
So, you cannot use one user experience strategy in both sectors.
This is because the B2B audience is more mature and professional. You cannot impress them with silly Instagram reels.
You have to offer them something informative and valuable information to connect with your brand.
On the contrary, B2C customs are less mature and professional. They want simple and relatable things.
So, understand your product and audience before creating your user experience strategies.
9. Measure your user experience
Don’t rest after creating user experience elements. In fact, your real work starts afterward.
You must measure the performance of each element that you have used to improve user experience.
This way, you can understand which element is working and which one is not.
Using this information, you can invest your resources in elements that are producing better results. This will help to use your customer support team resources.
10. Keep on experimenting with new things
Customer experience is a continuous process. Your customers' preferences and needs keep on changing with time.
So, you have to also keep on changing your customer experience strategies.
I advise you to study different blogs and forums to understand what’s trending these days.
Based on that, you should implement new things on your website or social media platforms to build a better user experience.
Just keep on trying new things and analyzing their impact on your user experience. And, in no time, you can build a solid customer relationship plan.
How to Improve Digital Customer Experience: Conclusion
To improve customer experience, businesses have to work on optimizing their digital assets. This way, customers can better engage and interact with them. To know more, seek guidance from a UX company.
A Tech Guide to Elevating Your Customer Experience
As the world advances, so does the customer's expectation of their experience. In order to stay ahead of the curve, you need to be proactive in your approach and utilize the latest technology trends to improve your customer's experience. Here are four ways to do just that.
Utilize chatbots
One way to elevate your customer's experience is by utilizing chatbots. Chatbots are computer programs that can mimic human conversation. They are designed to help customers with tasks such as customer service, marketing, and even sales.
One of the main benefits of chatbots is that they are available 24/7. This means that they can help customers at any time of the day or night, which is extremely convenient. Additionally, chatbots can handle multiple conversations simultaneously, which helps to free up your customer service team's time so that they can focus on other tasks.
Another benefit of chatbots is that they can provide a more personal experience for your customers. This is because chatbots are able to remember previous interactions and use this information to better understand the customer's needs.
Last but not least, chatbots can help to increase customer satisfaction levels. This is because they can help to resolve issues quickly and efficiently.
Use virtual reality
Virtual reality (VR) is another technology trend that you can use to improve your customer's experience. VR allows customers to immerse themselves in a realistic, three-dimensional environment. This can be used for training purposes, product demonstrations, or even just for fun.
One way is to use VR for product demonstrations. This can be particularly effective if you sell products that are difficult to understand or visualize. For example, if you sell construction equipment, you could use VR to give your customers a virtual tour of the construction site. This would allow them to see how the equipment works and what it is capable of.
Another way to use VR is for training purposes. You could create a virtual training program that would allow your customers to learn about your product in a safe and controlled environment. This would be particularly beneficial if you sell products that require a high level of skill to use, such as machinery or software.
One of the main benefits of using VR is that it can help to increase customer engagement. This is because VR is an interactive experience that allows customers to get more involved with your product or service. Additionally, VR can also help to build trust between you and your customers.
Another benefit of VR is that it can be used to provide a more personalized experience for your customers. This is because VR can be used to create custom environments that are tailored to the individual.
Use big data
Big data is another technology trend that you can use to improve your customer's experience. Big data is a term used to describe the large amount of data that is generated by businesses on a daily basis. This data can be used to understand customer behavior and preferences. Any professional digital strategy consulting services will tell you that one of the best ways to use big data is to create a personalized experience for your customers. This is because you can use the data to understand what your customers want and need. You can then use this information to tailor your product or service to their specific needs.
Another way to use big data is to create targeted marketing campaigns. This is because you can use the data to understand which customers are most likely to be interested in your product or service. You can then use this information to create marketing campaigns that are specifically targeted at these customers.
Implement augmented reality
Augmented reality (AR) is another technology trend that you can use to improve your customer's experience. AR is similar to VR in that it allows customers to immerse themselves in a realistic, three-dimensional environment. However, unlike VR, AR also allows users to interact with the real world around them.
One way to use AR is to create an interactive product demonstration. For example, if you sell makeup, you could use AR to allow your customers to try on the makeup before they buy it. This would be beneficial because it would allow them to see how the makeup looks on them and decide if it is the right shade for their skin tone.
Another way to use AR is to create an interactive customer service experience. For example, if you sell furniture, you could use AR to allow your customers to see how the furniture would look in their home before they buy it. This would be beneficial because it would allow them to visualize the furniture in their home and make sure that it is the right size and style for their needs.
Conclusion
Ultimately, using chatbots, VR, AR, and big data can help you to create a more immersive and personalized experience for your customers. This can help to increase customer engagement and build trust between you and your customers. If you are looking for ways to improve your customer's experience, then these are four technology trends that you should definitely consider.
Digital Customer Experience: Definition, Components, Key Strategies
One of the signature trends of the 21st century is the shift from product-centric to customer-centric marketing. Growth-oriented teams have realized that their innovation can get copied by competitors and it’s hard to continuously stay functionally superior.
On the other hand, the relationships brands forge with customers can last for years and bring in stable revenue.
During the pandemic, marketers struggle to find creative ways to engage customers — they could no longer rely on offline events or building in-person connections. Instead, brands had to find ways to run digital activation campaigns, introducing products and services to customers through online tools.
On this journey, we have learned how versatile digital experiences are and how helpful they are in raising product awareness across the world. In this post, we will take a deeper look into customer experience, its benefits, and strategies for connecting with customers.
What is digital customer experience (DCX)?
Digital customer experience is a subset of customer experience that focuses on attracting customers to the brand through digital channels — website, social media, PPC ads, and others.
In some cases, digital customer experience is a standalone practice — in others, it merges with real-world campaigns. For example, hosting hybrid events and using innovative technologies like the Internet of Things to connect brick-and-mortar stores with e-commerce are excellent examples of hybrid customer experience.
The key benefits of creating digital customer experiences are:
- The ability to connect with customers across multiple digital channels and connect them in a single funnel.
- Broader reach compared to offline experience: digital online experiences give marketers tools to connect with customers and prospects all over the world.
- Data-driven nature — digital customer experiences are easy to track and the data can be interpreted. There are a lot of tools designed to analyze how customers interact with websites, social media pages, online ads, and other channels marketers rely on.
- Flexibility — unlike their physical counterparts (brick-and-mortar stores, events, local trade shows, and others), digital customer experiences are scalable both ways. Marketers can quickly increase their ad spending and reach broader audiences or trim the budget to make sure their marketing strategies are not creating financial burdens for the organization.
Given the benefits of digital marketing experience, they are no longer the strategy used by digital-first brands only. According to Forrester, knowing how to use digital channels to connect and stay in touch with customers is the key component of operational excellence both for digital-first and primarily non-digital companies.
Key components of a successful digital customer experience (DCX)
As companies grow client pools and mature, their approach to DCX evolves and changes. However, the groundwork of a successful digital user experience is the same for startups as it is for enterprise-level corporations.
We believe that four aspects of digital customer experience make the biggest difference and determine its success.
#1. Technology
Since digital customer experience focuses on online channels, marketing experts need tools to manage and review the performance of their campaigns. There are different tools teams use to supercharge DCX:
- Website: content management systems (WordPress, Ghost.io, and others), activity trackers (Hotjar), local and international SEO (check this information from iNET VENTURES), and plugins (MonsterInsights, Yoast for WordPress)
- Social media: planning and management tools (Buffer, Hootsuite), brand mention trackers, content research tools (Buzzsumo)
- PPC: keyword research tools (Ahrefs, Semrush), landing page creators (Wix, Unbounce), and content creation platforms (Canva, PicMonkey, and others).
- Customer support: HubSpot, Zendesk, and others.
#2. Funnel
Since there are a lot of moving parts in digital customer experience, it’s easy to lose track of user data and never connect with website visitors, social media followers, or event attendees.
To make sure you connect all interactions into a single pipeline, build a digital experience funnel, with every contact pointing to the next and culminating in a purchase or a service subscription.
Marketing teams should also have a habit of tracking how leads move down the funnel and discover blockers and turn-offs so that these can be eliminated and transformed into enjoyable experiences.
#3. Automation
Statistically, speed is the make-or-break factor of a successful customer experience — customers are 2.4 times more likely to choose a brand that answers their questions quickly.
Marketing teams need to find ways to instantly connect with customers, and automation makes this goal achievable.
A successful digital customer experience is one where marketers get instant updates about customer interactions and can assist prospects every step of the way.
#4. Collecting and analyzing customer feedback
A successful digital customer experience is the one that drives customer satisfaction and gives marketers data for improvement. Collecting feedback helps teams measure the effectiveness of DCX and continuously optimize their strategies.
To make sure your customer experiences capture interest every time, take the time to analyze campaigns, identify areas for improvement, and fine-tune future campaigns according to user data.
4 Effective Digital Customer Experience Strategies For 2022
As we move into the post-pandemic world, it’s reasonable to expect a blend of physical and digital customer experience — the companies who can successfully navigate both will have a competitive edge.
If you want to stand out in your market and engage customers in innovative ways, implement these digital customer experience tactics.
#1. Create a virtual space for customer support
According to Zendesk, customer support is a number-one factor in making a purchasing decision. Also, surveys show that customers prefer human customer support agents over chatbots or crafted branding messages.
Innovative technology helps create seamless customer relationships and turn customer support into an engaging experience. When website visitors wanted to know more about the product, they could visit a virtual space and talk to the entire team in a real-life-like setting.
Such a transparent, hyper-personalized approach helps companies stand out from competitors and connect with clients on a human level.
#2. Personalize interactions
A digital customer experience will be more effective if it directly meets customers’ needs. Marketing teams can make sure they share offers that resonate with prospects by leveraging the power of personalization and cohort analysis. The most widely used personalization strategies are:
- Location-based personalization: make sure the website is displayed in the customer’s language, shows relevant content, and addresses a customer can reach.
- Behavior-based personalization: product and content recommendations based on the pages a user has previously visited.
- Engagement-based personalization: assign a lead score to each customer who interacts with the website and other channels based on the likelihood of conversion and share content pieces that help them move to the next stage in the pipeline.
- Connect location-based data to mobile experiences to connect offline and online interactions with the brand.
#3. Build omnichannel experiences
The goal of an omnichannel experience is to allow customers to interact with the brand through whichever channel they are comfortable with.
It’s important that marketers synchronize cross-channel visitor signals so that they can see a more precise customer profile.
Also, marketers should focus on connecting channels and building seamless bridges between the website, email, social media, and other platforms.
When listing your website in a web directory, you should include relevant information such as your email address and social media profiles. This will make it easier for people to find you online and across multiple platforms.
#4. Lead with value
Create a value-driven digital customer experience to build brand loyalty and gradually increase a prospect’s interest in the company and its products. Inbound marketing is an important component of DCX — here are the practices we recommend:
- Share educational, non-promotional content that gives readers answers to their problems
- Connect with website visitors for a free consultation and share tips before promoting your offer.
- Share valuable information across all channels in different formats — keep your customers in the loop on the latest news in your industry via a newsletter, share actionable tips and infographics via social media, and provide a big-picture view of the target market with surveys and white papers.
Final thoughts
Digital customer experience is a must-have for companies in the post-pandemic world. The last two years gave marketers proof that all businesses can and should have a digital presence and encouraged teams to discover the benefits of connecting with customers online.
The fundamentals of digital customer experience are similar to those of a non-digital one: teams should be creative, responsive, and analytical about their tactics.
As for tools and methods, innovation is key — always be on the lookout for new ways to engage audiences, personalize your messaging, and attract clients through valuable content.
4 Ways To Innovate Digital Customer Experience
Almost everything can be done and processed through digital channels in this digital era, from purchasing your basic needs to your lifestyle and entertainment demands. Such online platforms include websites, blogs, social media sites, video streaming sites, and live chats. All of these are affected by one growth factor: digital customer experience.
Digital customer experience measures how customers engage with your products and services through online means. In today’s fast-paced market, it’s important to always keep your strategy on top through continuous innovation to boost customer experience and company sales.
Innovation concerning digital customer experience focuses on improving the relationship between businesses and customers. This will help you establish an unyielding connection by offering better goods, services, and customer rewards than your competitors.
If you’re interested in strategic and smart ways of innovating digital customer experience, you may continue reading below.
- Improve Web Design
Building a website is an essential practice for many businesses to establish their presence in the online world. Here is where prospects find specific details about the brand’s products, solutions, and services and where leads are converted into customers. However, customers may experience frustration due to unsuccessful web design.
To have a successful web design, here are some tips you might want to follow:
- Keep It Simple
Do not complicate your website with designs that may push your prospects away. All you need is a simple blending of colors and font styles.
- Make It Easy To Use
All functions should be navigable and direct customers to the information they’re looking for to keep them and connect with them. If they can’t find their way to your site, they’ll most likely leave your platform and look for others that can give them what they need.
- Relevant Content
The content you’re publishing should align with your target customers. Also, it should be readable and free from mistakes to establish credibility and customer trust.
- Go Mobile
Nowadays, people spend their time using mobile devices. So, it’s important to make your web design mobile-friendly. This way, people can access and navigate through without experiencing any difficulties and frustrations.
Your website will be more customer-friendly through these innovative strategies, leading to higher chances of closing sales.
- Establish Loyalty Program
One of its most effective ways to boost customer satisfaction and retention is establishing a loyalty program. This will attract customers to purchase more of your products in the hope of something valuable in return. It could be a reward or points that can be converted to cash.
You may also take advantage of mobile apps or websites and reward those who make purchases through your online platforms. These will encourage people to
A successful loyalty program will help you generate positive gains and consistent revenue for your business. However, you need to determine if having one is right for your company. It may not be ideal for businesses that have limited capital.
- Integrate Customer Success Manager
A customer success manager (CSM) may help boost customer experience by eliminating blockages that produce friction after customers purchase a product. Also, CSMs monitor customer activity and look for potential opportunities that will help improve customer experience.
Alongside the process are answering queries, but in most situations, it’s focused on planning how buyers will achieve their needs after purchasing your products or services.
Since CSMs are dedicated to reaching and achieving customer goals, it allows them to share your premium products and services. If they’re interested in an upgrade, CSMs can explain how such goods and solutions will help fulfill their needs.
- Use Chatbots
It allows you to support customers 24/7 via a live chat system. Also, everything that happens in the process is fully automated - offering instant lead support which saves both your agents and customers a lot of time.
In addition, chatbots help customers reach experts and specialists that could help them address their problems, especially when things become more complicated. This produces a streamlined support system that helps those who need better explanations and demands fast support service.
Here are some smart chatbot practices for a better customer experience:
- Always include warm and welcoming greetings
- Make sure all functions are specific and straightforward
- Make interactions as human as possible for better communications
- Let customers leave the chat easily through a helpful menu and functions
- Promote reengaging by using functions, such as ‘start again,’ etc.
Final Words
Customer experience is an important indicator of a business’s success. A customer who has great experience purchasing your goods and services will surely intend to make another one. However, these may not last long, so it’s crucial to stay on top of the game with the innovative practice mentioned above.
You can improve your web design for better navigation and ease of use, establish a loyalty program, integrate customer success managers, and use chatbots. Take advantage of these practices for better customer engagement, relationships, and interaction.
6 Best Digital Marketing Strategies In Enhancing Customer Experience
The digital world has taken over our lives in a very short span of time. With all this information at your fingertips, businesses need to find ways to leverage it for their advantage by making their customers feel special and valued. The more they get personalized with better services that make them feel happy, the more likely they are to return again and again. It's no secret that consumers have high expectations nowadays when it comes to how businesses treat them.
Here are some of the best digital marketing strategies that will help enhance your overall customer experience:
- Search Engine Optimization
SEO or search engine optimization is one of the most important parts of any online business. A successful SEO strategy means finding new ways to reach potential customers through organic results on the web. This can be done by improving website content, writing original articles, developing backlinks from other websites, and many others.
When it comes to customer experience, there is nothing as important as having a good ranking on Google. Customers need to find you! Your objective should be to build an audience that trusts you enough to visit your store, pick up items, and buy products. Once these people trust you, they're going to stick around longer than normal.
- Use Data
All your hard work building your brand can go to waste if you don't use the right tools to capture leads and convert them into paying customers. Without data analytics, you'll never exactly understand the customer experience. What works? What doesn't? Who needs what kind of service? You need to know all this to improve how customers perceive your business.
Leveraging on-site features such as Google Analytics helps you track where users come from, which pages they spent the most amount of time on, and whether they came back after browsing your site. They offer customer insights on things like how long each page takes to load, how fast visitors navigate your site, how often they click on certain buttons, and more. All this data allows you to create a map detailing user behaviour patterns. This makes it easier for you to see what's working and what isn't so you can fix problems before they turn into major issues.
- Personalized emails
One of the best digital marketing techniques for enhancing customer experiences is delivering personal emails. There are different tools that help you send out automated emails to your current customers about your promotions, discounts, sales, and more. The best part is that you can customize the email based on variables like location, interests, preferences, purchase history. Sending out personalized emails gives you the opportunity to target specific audiences and generate higher responses rates.
- Online chats
If you aren’t using live chat, then you are missing out on a great opportunity to engage and interact with customers. Live chats allow you to communicate with customers and handle customer escalations quickly. Thanks to technology, this feature is easier than ever to implement. Many AI programs even allow customers to type their queries directly into the chat window, making it easier for both parties to stay in contact. Live chats also help you keep tabs on who has been chatting with you, so you have a better idea of what you may want to do next when you receive a request.
- Social media
Of course, utilizing social media is another effective way to improve customer experience. If you’re not yet taking advantage of Facebook groups, Twitter feeds, and Instagram accounts, then you should start now. This is one of the best digital market research tips as well since it allows you to have conversations with real people, hear what they think of your product or service, and get valuable feedback to make improvements.
- Mobile apps
With over half of shoppers shopping online nowadays, many businesses are starting to realize the importance of having a mobile app. Apps have become much more powerful than just being a simple resource for ordering products. Today, many businesses utilize mobile apps to connect with customers. For instance, apps can feature special offers only available to new users or those who download an app. Some even provide exclusive content and information to users. These types of tools are a great way to enhance customer experience.
When creating a mobile app, always remember to have a user-friendly design and easy navigation. You don’t want people to struggle while navigating through your app. Also, ensure that your app works across all the devices your audience uses. No matter what kind of device they use – if your app doesn’t work properly on their device, then they probably won't use it at all.
As the lines of physical and digital marketing start to blur, we see how important it is to deliver a strong digital strategy in order to improve the overall customer experience. The great news is that there are so many ways to do so. By implementing these six strategies into your business, you will be able to increase conversions, reduce costs, attract new leads, and provide a positive experience for customers every time they interact with your business.
5 Ways To Improve Customer Experience
Offering a first-class customer experience (CX) should always be the first priority for businesses. More and more companies are realizing the value of each consumer's encounter with a brand in generating new leads and earning the loyalty of regulars. Does your business have a solid plan for optimizing customer experiences? Here are five ways that entrepreneurs can boost customer experience.
Engage in Market Research and Analytics
The first step to great CX is knowing your market. Good research should have a two-pronged approach. Quantitative research involves gathering and analyzing hard numbers about the market. Here's where high-quality analytical algorithms can help, analyzing millions of data points faster than any human possibly could. Qualitative research, on the other hand, should have a far more empathetic approach. This doesn't have to mean focus groups. Taking a look at the comments on your social media pages and creating open-text surveys can do wonders when it comes to learning the inner thoughts of your customers.
Use Multichannel and Omnichannel Outreach
The differences between omnichannel and multichannel approaches are rather blurred. Both are similar in that they emphasize reaching out to customers across multiple media channels. Channels have become so diverse that learning to synchronize the expectations and needs of your particular niche to their preferred channel is a powerful way to get a reputation for authenticity in a crowded market.
The omnichannel approach takes the concept a step further, emphasizing the need to create a memorable and distinctive experience seamlessly across an array of user devices. This offers an opportunity to do two things at once. You can personalize the customers' experiences on different channels by fine-tuning your branding to each specific channel while making sure that everyone gets to equally experience what your company has to offer.
Invest in Real Customer Service
The quality of your customer service platforms can be make-or-break for CX. According to a study done last year, 76% of respondents reported that bad customer service negatively affected their view of a brand. One in three said it would affect their loyalty. The research revealed that one solution might be including the option of speaking to a chatbot, the reason being that long wait times were the biggest gripe by far. A separate study, however, showed that customers prefer live chat to any other service platform, even though chatbots do raise conversions. What this means is that giving customers options is the way to go. Combining quick robotic support for simple questions and the human touch on deeper issues can give your customers the best of both worlds.
Put Your Employees First
Misery is contagious. If your employees have poor morale, it will quickly filter down to customers. A hospitality survey showed that employee attitude was an accurate statistical predictor of customer satisfaction. Raising wages is good, but it's not a cure-all. Millennial employees especially are more likely to be motivated by a sense of purpose in their work than by money. Engage with employees regarding their future and what they would do to help the company succeed. Institute an open-door policy for suggestions and conflict resolution. Use incentives and team-building exercises to make everyone feel valued. Build a more positive corporate culture from the ground up.
Continue to Nurture Relationships
Many salespeople see purchasing as the endpoint of a customer's journey. This can be a huge mistake. The importance of after-sales service to the customer experience is becoming more important all the time in our connected world. Customers should have a personalized experience with your brand because they deserve to feel that they matter. Simple steps like offering post-sale guides to the product, questionnaires or personalized recommendations will let them know they aren't just numbers in ledgers. Using the multichannel strategy mentioned already, your sales force can send offers and incentives via SMS or email. All of these measures, like every CX method, are about gaining the respect of the people you mean to serve.
It's often said that there's no second chance to make a first impression. Use these simple strategies to make each customer's first experience with your brand an amazing one.
Reinvigorate Sales by Focusing on Customer Experience
In the fast-paced world of customer service, everyone chases the perfect customer experience. The result is that client expectations have never been higher than now. You’re no longer simply competing with your direct competitors, but also every service experience your client has had.
Failing is not an option because there’s always someone waiting in the wings to replace you. But where do you start? How do you improve every interaction that your client experiences?
The answer is simpler than you think. You must take a step back and get to know your client again. Customer service must change because our clients evolve. As they change, so do their needs, expectations, and dealbreakers.
If you use the same tired personas you developed ten years ago; you’re starting from behind. But it’s not too late if you step up and reacquaint yourself with your target market. With a little research, you can reinvigorate the customer experience and reclaim your leading position.
For a head start, read through the interesting infographic below. It’s a short five-minute read that’s packed with useful information.
Did you know, for example, that only four out of ten customers will give you a second chance after a bad experience? The other six will leave and look for an alternative option.
Just that one fact highlights the stakes of the game. Many companies construct elaborate procedures to recover customers after they fail them. Unfortunately, by that stage, it’s too late. More than half of those clients will move on without looking back. Add in the cost of recovering that client and rebuilding their trust, and it’s a losing proposition.
Companies should work smarter, not harder. By putting in the effort to deliver an outstanding experience, they can delight their clients from day one. This approach improves the company’s credibility and engenders loyalty in their clients.
A loyal client base is one of the most important assets a company can have. The customers are not only less likely to leave, but they’ll also actively bring in business for you. And, in the unlikely event that something does go wrong, they’ll be far more understanding about it. Loyal clients are more likely to give your company the benefit of the doubt.
Would you like to learn more about how to improve your customer’s experience? Do you want to know what makes your clients tick? Start by reading the statistics in the infographic below, and then formulate a plan to reacquaint yourself with your target customers.
How Artificial Intelligence is Driving Better CX and DX in eCommerce?
Artificial Intelligence (AI), Customer Experience (CX), and Digital Transformation (DX) are the most talked-about terms these days. Artificial Intelligence plays a major role as an enabler of digital transformation in the eCommerce sector. Whether it is about voice recognition, chatbots, or predictive analytics, the best artificial intelligence solutions have digitally transformed the way eCommerce businesses promote & sell their products, provide customer support and make decisions. The digital transformation driven by Artificial Intelligence is helping eCommerce businesses to deliver better customer experiences, followed by improved sales and augmented profits.
In today’s competitive eCommerce business landscape, excellence in delivering the best shopping experience is one of the most significant brand differentiators. Now, as the customers have easy access to a plethora of brands at their fingertips, they evaluate, engage, and transact with only those online stores that are progressive in terms of technology and digital transformation. AI can be considered by many as the technology of the future, but it is already there - a significant part of digitally transformed eCommerce businesses delivering excellent customer experiences.
This article covers:
- What is CX (Customer Experience)?
- Why is CX important for the success of an eCommerce Business?
- Defining Digital Transformation (DX)
- Why do eCommerce Businesses Need Digital Transformation?
- The Role AI Plays in Shaping CX and DX in eCommerce
What is CX (Customer Experience)?
Customer Experience is the way a customer has felt during their entire purchase journey, starting from the second they have been introduced to the brand to after-sales services. Whether it is about interacting with the salespeople, products & services quality, or how long the customer has been waiting for the response from the support team are all the inclusions of the customer experience. When it comes to eCommerce, the navigation structure, look and feel, and technical performance of the online store are the important factors that impact the customer experience. Besides that, accurate inventory management, easy checkout, prompt customer support, quick order fulfillment, easy returns & refunds add fuel to an excellent customer experience.
Why is CX Important for the Success of an eCommerce Business?
The Covid-19 outbreak has changed the market conditions and the way consumers react to eCommerce. Due to stay-at-home orders and lockdown mandates, people started depending on online stores for all their essential and non-essential purchases. At the same time, the competition in online shopping is also consistently increasing with new brands emerging in the market. The only aspect that helps eCommerce stores to differentiate themselves from their competitors is customer experience. The eCommerce stores that excel in customer experience win the game, and others lag behind. As per the recent Salesforce survey, 79% of consumers believe that the experience remains a key differentiator even during the crisis. Thus, customer experience functions as a revenue accelerator and cannot be ignored.
Defining Digital Transformation (DX)
Digital transformation is all about adopting the new technology that helps businesses to improvise their processes, strategies, and methodologies. Digitally transforming helps eCommerce businesses to streamline their operational activities and enhance their efficiency and productivity to serve consumers using the best methods possible. Digital transformation is a game-changing concept that has evolved the technology’s role in the progressive eCommerce stores. More than that, it is a revolutionary move that has encouraged eCommerce businesses to innovate, unfold opportunities, grow, and gain competitive benefits.
Why Do eCommerce Businesses Need Digital Transformation?
When it comes to handling a profitable eCommerce business, you cannot afford to be stagnant in terms of technology. Your customers have smartphones in their hands with so many apps easy to access. A single flaw in your store can take them to your competitors for their purchases. Even though the Covid-19 outbreak increased online shopping demand, the eCommerce businesses that were digitally transformed reaped profitable rewards, and the rest of them struggled even to survive. So, it is just not enough to have an online store up and running. You need to consistently execute digital transformation strategies to differentiate your brand in this industry.
A wide range of technologies like artificial intelligence, machine learning, cloud computing, Internet of Things (IoT), Augmented & Virtual Reality, and many more are contributing to excellent digital transformation in the eCommerce sector. Among these, one of the most highly adopted technologies by eCommerce stores is Artificial Intelligence.
So, now let’s have a look at how AI (Artificial Intelligence) is shaping DX (Digital Transformation) in eCommerce that ultimately helps in enhancing CX (Customer Experience).
The Role AI Plays in Shaping CX and DX in eCommerce
You may already be aware of AI as the technology used by eCommerce giants like Amazon and their success stories. The truth is that many eCommerce businesses are using AI to digitally transform and improve customer experiences. Let’s look at the different methods AI is driving better CX and DX in eCommerce.
Chatbots
eCommerce stores are executing chatbots that help them provide 24/7 customer support to their customers. Powered by AI, these chatbots are getting more intelligent day by day and thus helping in delivering a better customer experience. So, no more a team of customer representatives working in different shifts is required, or collaborating with a call center is needed. Integrating chatbot with your eCommerce store would help you make a major move towards digital transformation and improve customer experiences.
Product Recommendations
AI can help you identify the browsing patterns, searched products, and purchase history of every customer on your online store. Based on that, you can set up a system that can display personalized product recommendations to the customers while browsing your eCommerce store. This would help you provide a personalized shopping experience to your customers, boost their loyalty and gain more conversions.
Inventory Management
An eCommerce store that integrates AI-enabled inventory management software can help in identifying anticipated changes in consumer demands and projected supply chain issues that can impact the inventory levels. Based on that data, you can make proactive decisions that can help your store eliminate common stock issues and order fulfillment mistakes. Moreover, instead of human resources, AI robots that work 24/7 are used to store and pick up stocks to speed up the workflow and processes of eCommerce stores. This can make your eCommerce store future-ready and help provide better customer experiences in terms of quick and flawless order fulfillment.
Voice Recognition
The voice recognition powered by AI enables the customers to search for the products they require with just their voice. So, now the language is not the barrier. You speak, and the products you are looking for are in front of you. This makes the search process easier and quicker for your customers. The voice search facility in eCommerce stores is not the future; it is the present. Many stores have already executed voice recognition being a significant step towards digital transformation to provide an excellent shopping experience to their customers.
Predictive Analytics
The predictive analytics powered by AI helps eCommerce businesses to gain in-depth insights and understanding of consumer habits and preferences. Based on that, they can tweak and twist their marketing strategy, improvise their products and services, and make many other decisions that allow them to boost sales and gain a competitive advantage. Also, with the help of predictive analytics, eCommerce companies gain real-time information about every customer’s unique journey in their store. Thus, they can help their customers at every step, starting from product information to the checkout process, and deliver the best shopping experiences.
It’s Time to Digitally Transform to Deliver Better CX
Digital transformation and customer experience go hand-in-hand. With all the different ways AI drives digital transformation and customer experience, your eCommerce business can gain an edge over the competition. As an online retailer, if you plan to invest in the best AI solution for your business, then the time is now. Just don’t procrastinate your progress; make your online store future-ready to gain financial benefits and more success.
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Author Bio
Jemimah Rodrigues
Jemimah Rodriguez is senior content writer working with GoodFirms – a reliable platform helping businesses in selecting right Software Companies & Products. For further information, you can get in touch with her on Jemimah@goodfirms.com