Best Practices – Online Customer Experience

In my previous post, I attempted to define customer experience. This post however will actually prove how important it is to pay attention to the customer.

Lets take ecommerce consumer electronic sites for example. Research in this area states that the best consumer electronic site is more than 50% easier to use as it is informative & more persuasive – Source: change sciences kantuit reports.

The area of research may vary but the solution for a good customer experience will be the same. The following are ways to improve customer experience.

Put it all out there
Offer customers an easy way to browse all products/services on offer. A strong search option, that is intuitive, can go a long way. Promoting new products or services is fine though you might want to back this up with a good catalog that the customer can scan at one go.

Help customers locate content
Minimalize content. Do away with unnecessary graphics. Ensure a clear navigation so that  users do not get lost in the site. Display important content ‘above the fold’ so that users don’t have to look for it.

Do not overdo the homepage
Don’t bombard the homepage with promotions and special offers. Instead, concentrate on getting across the website’s message to your users.

Ensure that link and title names are accurate
Amazingly, you will find this simple rule violated. Title and link names must correspond  to the content they indicate.

Focus on the customers need
Customers call the shots, so decipher what they need and give it to them. For example in  ecommerce sites, customers want a quick and easy yet safe check out process. Attempt to  complete the checkout process within 2 steps.

Cross sell and up sell carefully
Ensure that offers are targeted to specific customers. This way cross selling and up selling is more effective and customer loyalty is increased. Over-communication or irrelevant communication reduces the impact and instead might turn off the customer.

These are some suggestions to make your site more customer-friendly. If you feel that there
are some more that can be added, feel free to comment. I shall add them to this post accordingly.


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