Top 11 Digital Strategies To Improve Your Customer Journey
Three-quarters of business professionals agree that customer experience has a significant impact on loyalty.
If customers feel frustrated when interacting with your brand, they’re not likely to return for more.
To encourage customers to buy from you time and time again, you need to smooth out the customer journey, so every encounter with your brand is plain sailing.
Read on for the top digital strategies to enhance your customer journey so that consumers get the best possible customer experience every time they interact with your brand.
Why is it so essential to improve the customer journey?
The customer journey is the whole end-to-end experience that a customer has when dealing with your brand. Starting from their first marketing encounter through to sales and aftercare, the customer journey encompasses every interaction, big or small.
As part of the customer experience (CX), the customer journey should be an easy and enjoyable experience where customers feel your brand’s personality. This means straightforward processes and top-notch customer service.
The customer journey is key to loyalty.
94% of people are more likely to buy from brands whose customer experience they rate as ‘very good.’ But 59% of business professionals claim that customers will switch to another brand after just one bad experience.
Not only does a better customer journey lead to more loyal customers, but it also results in higher profit margins. Since 40% of business professionals agree that customers are willing to pay a bit extra for a better experience, brands with a sleeker customer journey can warrant charging more.
What’s most important to remember is the power that customers have these days: 60% of business leaders agree that customers have more influence than they did three years ago, as they can impact your success with reviews.