Technology has enhanced the customer experience quite a bit, with many companies employing the use of artificial intelligence agents for customer service roles. However, despite embracing technology for their customer service needs, many businesses are not fully using tech to improve the way customers engage online.
Modern business centers on customer-website interaction. Customers want to feel as though they are welcome to your website and that their business matters to you. The customization and personalization of a site to suit a customer's needs makes them feel valued. As marketers know, customers that feel valued provide repeat business. If you want to retain these customers successfully, your website must put user experience first.
Luckily, these eight entrepreneurs from Ad Age Collective know what it takes to create a successful user experience. User experience (also known as UX) and UX design have become key to how companies interact with their target demographic. Below, these experts share their best advice for companies looking to leverage tech to improve their website’s UX and build strong customer loyalty.
1. Design your website around your why.
A website is a purposeful entry point for information and action. Understanding why you need a website is essential to delivering on your promise. Once you prioritize needs by the target groups visiting the site, only then can tech play a big role in making the visitor’s journey faster and distraction-free, helping them to get to their desired goals. Tech also plays a big role for repeat visitors and repeat tasks. - Arjun Sen, ZenMango
2. Keep content relevant to customer needs.
When a customer lands on your website, use tech algorithms to have them land on content and images that they were initially searching for. That way, it is immediately relevant to their needs and the best possible brand experience. - Jessica Hawthorne-Castro, Hawthorne Advertising
3. Focus on personalization.
Your on-site experience should not be the same for everyone who shows up. Many software vendors will enable you to customize your site based on where visitors are arriving from, whether or not they've been to your site before, what visitors did the last time they were on your site, whether or not they are existing customers, etc. You can even test different versions of your site simultaneously. - Dan Beltramo, Onclusive (formerly AirPR)
4. Leverage artificial intelligence tools.
As traditional marketing tactics have become less effective, sales and marketing teams are adopting new AI-powered tools to deliver a superior customer experience. By identifying which accounts are visiting your site and uncovering critical insights about them, AI allows you to deliver relevant messages with chatbots or custom content streams based on what’s actually important to every visitor. - Latane Conant, 6sense
5. Use chatbots to answer simple queries.
Very often, people visit websites to get simple questions answered. Adding chatbots to your site can help visitors by giving them the right information almost instantly. This is especially helpful where they need information that can be extracted from a database. You enhance the customer experience by providing customers with accurate information fast. - Syed Balkhi, WPBeginner
6. Don't take advantage of your customer's time.
If they visit your website, don't first make them put in an email for your newsletter or close a pop-up. If you ask for their feedback on their experience or Net Promoter Score, follow up with what you'll do to make it better for them. Data is currency, and consumers increasingly know that. Give them something of value in return for their attention and information, be it more personalization or fixing a problem. - Holly Fearing, Filene Research Institute
7. Ensure two-way communication.
Any tech that you utilize on your website needs to facilitate two-way communication with a customer. Whether using AI, customer feedback or the ability to aggregate customer data, at the heart of your learning and your communication has to be an authentic human connection. When a customer engages with you on your website, this needs to be front and center. - Rich Honiball, Navy Exchange Service Command
8. Pre-fill customer data.
Forms are the bane of anyone's existence. The constant drudgery of having to repeatedly fill out forms creates friction and a bad customer experience. Instead, pre-fill information where possible (accompanied by a "welcome back" message) and only ask for information that is absolutely essential. The less burden you place on your customer, the more they will appreciate you making their life easier. - Patrick Ward, Rootstrap