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When it comes to making a buying decision, the usual customer considerations are price and quality. However, with such a vast market offer and many online transactions, customer experience is becoming more critical.
Research shows that excellent customer experience will put customers on a fence to purchase even if it demands a slightly higher price. That said, the most efficient way to increase your sales is first to understand your customers’ needs and then design and deliver an experience they find relevant.
But how can businesses provide a great customer experience that will increase conversions? Let’s take a few minutes to look at some customer experience ideas and strategies to boost your company’s conversion rates.
#1 Invest in a Comprehensive Customer Experience Management Platform
Using technology to help you manage your company’s interactions with customers is a must since customer experience management involves handling and acting on a vast quantity of information 24/7.
A dedicated customer experience management platform helps you collect customer feedback from different sources and perform automated actions on the collected input.
Moreover, by integrating operational and experimental data collected from your customers, this software allows you to analyze and monitor customer behavior trends more accurately and thoroughly. Ultimately it enables you to create strategic plans that help you understand and act on customer feedback.
#2 Introduce Live Chat Option
One of the most critical aspects of customers’ experience is speed. Your customers not only want instant access to your product or service but also to your customer service as well.
Unfortunately, the average response time for customer service requests on social media is 10 hours, and email response times are significantly longer. So, it would help if you had a quicker option to avoid losing customers, for example, a live chat.
Live chat allows your customers to reach you at the exact moment that they have questions or problems they cannot solve. In addition, it provides a better service, reduces support costs, gives you a competitive advantage, and builds trust with buyers.
Most importantly, live chat stats show that companies that use this feature see increased sales, improved customer satisfaction, and better customer service ratings. So, if you want to improve your conversion rates, you can no longer ignore live chat software.
#3 Offer Adequate Trial Periods
A trial product period makes things easy for the customer to arrive at a decision. It helps them feel in control of a situation and allows them to take the product or service for a test and see how it suits them. The conversions that come out of such practices are also more sustainable since customers can make well-informed decisions.
But what is the best trial’s duration? Experts agree that it should last enough time so your customers can get a good feel of the product. It could be a 7-day, 14-day, or a whole month free trial.
The nature of your product and its complexity decide the length of your trial period. You need to keep in mind that it should be long enough to facilitate the customer’s decision and short enough to create a sense of urgency.
#4 Reward Your Loyal Customers
Studies show that customers expect to be rewarded for their loyalty. In return, those rewards make them even more loyal to the business. By rewarding your loyal customers, they feel appreciated. As a result, they are far more likely to talk positively about your company and recommend it to their friends.
But the role of loyalty programs in rendering customer experience stretches even further. They show your customers that their relationship has actual tangible value and indicates that your organization is serious about having a continuing relationship with them.
Finally, it shows that your company does not want the customer to consider moving out of their current relationship. From a business standpoint, it is best to increase the customer lifetime value while remaining cost-effective in comparison to the expense of acquiring new customers.
Conclusion
You don’t need much more proof to see how a poor customer experience can drive your customers away. That said, it is a no-brainer that any significant modifications you make to your customer experience program will increase your chances of closing sales.
Remember, it all starts and ends with your current and potential customers. Delivering what they want should be the most critical factor in your business decisions since that is what you exactly need to do to ensure a healthy conversion rate.
You may also like: 5 Customer Service Metrics
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