Hearing your customers’ voice is crucial for any business that wants to provide competitive products or services. In the age of social media when decisions are made instantly upon other people’s reviews, you don’t want to risk getting negative feedback that may sink your ship. Act preemptively to understand what problems and obstacles your clients may face when navigating your website using the power of digital customer analytics (click here to learn more about it).
Learn From Your Customers to Offer Great Customer Experience
There are many tools businesses can use to receive adequate feedback from their customers, including various feedback forms and questionnaires. However, not infrequently the harm is done before you know it: your customers may find that navigating your website is too complicated and leave without giving it a second thought. Negative feedback is valuable, but not many of them will bother to provide you with it.
With digital customer analytics, you will be able to map your customers’ journey on your website to understand what features or pages may cause troubles, as well as how much time they spend on filling in forms and how long it takes for them to make the decisions.
It is vital to know how your clients experience your product. Session replays provide you with valuable and tangible metrics that enable you to see your customers’ journey through their eyes. Everything is important: you need to know how fast the pages load on the customer’s end, what ratio of graphics to text is optimal, how your clients respond to the layout of your website, how many lines of the drop-down menus they are willing to scroll, to name just a few.
Knowing the source of the problem enables you to react instantly and quickly fix the issues you clients may face to provide them with great customer experience.
Strengthen Your Competitive Edge With Digital Customer Analytics
The relevant data enables you to both fix the problems your customers may experience on your website and plan a stronger digital strategy for the future to make your business more competitive.
Knowing what works and what doesn’t and understanding your customers’ behavior can determine whether they continue using your service or go back to the search engine looking for greener (and more user-friendly) pastures elsewhere.
It is also vital that the collected data is made available not only to your IT department but also to your marketing team and everyone involved in the business cycle. The customer is king, and in this competitive age, your clients can be unforgiving if their issues are not addressed in a timely manner. On the other hand, great customer experience is a sure way to secure loyal customers and receive good reviews to help you win new clients.