Numerous product/service markets are saturated, and it’s no surprise that customers expect brilliant shopping experiences, whether online or in stores. As a result, companies must keep up with their ever-shifting needs to ensure they have good experiences.
Evaluating your website is one of the best ways to ensure clients have good experiences. After all, it’s where clients connect with you and browse through your products and/or services and reach out in case they need direct support.
Making your website fast and customer-oriented can help you establish a loyal customer base. Fast websites and customer experience go hand in hand and can make or break your business. That said, let’s look at why they’re vital and how to improve them.
Why Is Good CX and A Fast Website Important?
As a business owner, you aim to address the needs and preferences of your customer. Creating a fast website is no mean task, but it can transform CX. For instance, if a client visits your website for the first time and it buffers, this isn’t a good experience, now is it?
When prospective clients spend a lot of time looking for something on your website because it’s slow, it can lead to site abandonment.
Site abandonment is where customers exit a site before browsing products, most likely due to buffering. If you’re noticing declines in traffic and sales, you can use website monitoring tools to see if your website is being abandoned by users.
On the other hand, if customers enjoy their experience on your website, they’re likely to appreciate this and consider purchasing or subscribing to your goods or services. They can also recommend you to their friends and family.
How Can You Improve Your Website to Boost CX?
Collect Customer Feedback in Real-Time from Your Website
How can you tell if your site is delivering a ‘WOW’ factor to customers as they’re shopping? One of the best ways is to ask them and capture this feedback in real-time.
For instance, you can use live chat to have real-time discussions with users. You can also send follow-up emails after they’ve visited your site or made purchases; it’s also possible to call them and gain more insightful feedback.
It’s also vital that you tie customer support to specific customer support reps, which shows how they handle clients and the difference they make.
Develop a Clear Customer Experience Vision
One of the first things you can do is to have a precise customer-oriented vision that you can communicate to your company’s staff members. The easiest way to pass on this vision to them is to establish a set of reports to act as guidelines.
For instance, you can use family values and embed them into your business’s culture, including delivering spectacular services and being humble when dealing with customers.
Once these guidelines are in place, they will spur change in your business. As a result, you can improve your website and customer experience.
Incorporate Customization into Your Website
All kinds of customers can benefit from a personalized or tailored experience which helps turn them into loyal customers.
Personalization is becoming an essential element of web design, making it easy for customers to log into their accounts or bring forward past products they’ve viewed.
For instance, you can allow them to create wish lists similar to what you get from Amazon, Best Buy, Walmart, etc. You can also customize/tailor their recommendations based on their search history or previous purchases.
When customers see this level of dedication to serving them on your website, it can influence them to buy products meaning they’ve had a good experience.
Incorporate Unique Content into Your Website
You know content is critical if you’ve been in the online business space for a long time. The online businesses with the most appealing content have the most traffic and boost their chances of converting visitors into actual clients.
You need to ensure your web content is:
- A direct answer to your client’s queries
- Visually appealing
By following these pointers, your content will improve drastically and undoubtedly have more customers visiting your website either as returning customers or via recommendations. This means you’ve achieved your goal of improving the customer experience.
Leverage The Power of a PWAs
Another thing you need to do is leverage the power of PWAs, also known as progressive web apps. So what is a progressive web app? A progressive web application is a web app that serves as both a web page and mobile app on all devices.
It’s a good idea if you’re experiencing poor customer experience and low conversion rates in your online business. PWAs are geared towards delivering a native-like customer experience with faster and cleaner browsing even with poor WiFi connections.
Not only that, but they also offer features similar to those provided by mobile apps since they are fast, can send notifications, and work offline.
To sum it all up, the relationship between a fast website and customer experience is quite extensive because the latter isn’t possible without the former. So once you’ve optimized the speeds of your website, you will have better CX hence better revenues and profit.