Customer Experience: Make 2016 Your Best Year Yet Using Digital Marketing

We hope you’ve been keeping up with our tips this week and that we have given you plenty of inspiration to kickstart your digital activity for this year.

Our last tip is about improving your customer experience in the online world.

Many customers have little patience for bad customer experience. Whether it’s because your website is hard to use, or if the receptionist in your office is not helpful, it doesn’t take much for customers to go take their business someplace else.

So how can you make sure that your customers stay your customers? And how can you attract new ones? The key is your customer experience.

There was a huge focus last year on customer experience and we predict it will continue in 2016. Brands are really putting their customers first and making sure that everything from their website, their emails and their team are all focused on helping customers, both old and new, and making their journey as smooth as possible.

A great example of a smooth customer experience is Disney World. A few years ago they implemented a digital system to improve how their visitors interacted with the brand both online and in-store.

You might not need to introduce something as radical as Disney World’s electronic bands, but you get the idea. We’ve put together a short checklist that you can use to make sure your customer journey is the best it can be.

  • Is your website easy to use across all devices - including mobile?
  • Does your website make information easily available?
  • Does your website have useful help sections?
  • Do you use helpdesk solutions like Helpscout?
  • Do your emails have a consistent email signature?
  • Are your email marketing campaigns personalised?
  • Is your customer service team helpful and polite? 
  • Is your social media activity friendly and approachable?

Daily Tip

If there was one thing we think you should take away from our week’s tips, it would be to make sure that in 2016 you take a good look at your customer journey and make sure that your digital activity is doing everything it can to make the journey as smooth as it can be. If you have any questions on customer journeys, tweet us at @Statement.

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