When you think about the experience your customers are receiving, what do you think about?
When I think about customer experience, I think about how customers interact with a business in a delightful way from the first interaction to building and fostering a strong relationship.
It’s almost like walking into an Apple store in a mall, the atmosphere is right, the lighting is perfect, the product just screams quality plus the service from the team that is ready to assist combines together makes an exceptional experience.
Think, Prepare, Take Action
But this is no accident, way before apple was ever in a mall, Steve Jobs spent so much time perfecting the environment a customer walking in should experience – he actually spent months building different prototypes for the store.
This physical experience is what I help transfer online to businesses especially those who are online only and don’t have a brick N motor setup.
There is fierce competition online and offline, store fronts are decked out strategically to attract the people walking by trying to entice them to come in. Similar to online everyone is trying to attract and get your customers attention and their selling similar to very different products from you.
So your website first impression is very important and it should be optimized to give value by way of helping customers make that decision which that your product is right for them.
Don’t Be Needy – Needy is Creepy
After attracting them inside step 1 is complete and now they are in the engage phase. This part is very crucial because too much at once can cause your potential customers to run away. You want them to know assistance is there whenever they are ready.
Ever been to a website and its flooded with adverts, or there is something popping up constantly trying to get your attention to purchase a product? Comment below let me know how you feel about that.
As they browse around the store all of your products and services are laid out just for them in a manner that makes it super easy for them to digest the content and convert much quicker. This would include customer reviews, how the products adds value to a client so benefits and features, perhaps even a chat feature or FAQ so the potential client can ask questions.
Now as we can see a lot of situations that occur offline also occur online. But as we get further you’ll discover the areas that most businesses fall down in even though it is super simple with today’s technology.