A 3-step holistic approach
For success, you need to start thinking of the digital experience in three subcategories: UX and users, performance, and content.
UX and users
How are your customers interacting and engaging with the site? Can they quickly search and find what they are looking for? Do you have a high bounce rate? These are all questions that should be considered when evaluating your customer experience. The goal is to create a user experience that’s entirely seamless—from the moment they arrive on your site until checkout.
Performance
Without a high-performing site, it’s difficult to provide a positive CX. Focus on reducing errors, increasing site speed, and having an efficient process for feedback and collecting user information to ensure your site consistently performs well.
Content
This is where it all ties together. This “surface level” is where the information, images, and videos about your product or service live, including insights into pricing and other important details that are useful to the consumer. Whether it's about your B2B content marketing or SaaS social media content, this is a powerful way of providing better customer experience with your brand.
Each of these elements is equally important to your digital strategy, and without one of them your customer experience will fall short. But do them all well, and you’ll give yourself an edge over the competition.
Remember, creating an exceptional CX is the key to differentiating yourself, increasing conversions, and retaining customers in today’s heavily over-saturated online market.
CX Circle, an upcoming event on this topic
Our upcoming flagship event, CX Circle, is all about turning CX into your competitive advantage.
Industry experts from companies like Dell, Nespresso, and Classpass will be exploring topics such as mobile app optimization, how to improve your testing, redefining your online vs. in-person experiences, how to create dynamic experiences to go beyond personalization, and much more.
You can attend the full event, or just join for a specific session that interests you, register and see the full agenda and speaker lineup here.
