What is Customer Experience and Why Does It Matter?

What is Customer Experience and Why Does It Matter?

While most companies always strive to make their customers happy with their investment, the arrival of the internet has vastly expanded the concept of customer satisfaction. Today’s customer service must go above and beyond having a friendly staff. Since modern businesses form relationships with clients through their online presence, customer experience has become essential to the web design process. The professionals at iBoost enjoy helping businesses of all sizes increase their sales with premium services, including SEO, digital marketing, and web design. Are you wondering what customer experience is and why it should be a focus? Then continue reading below for information that can help you increase conversions and foster brand loyalty. 


The Importance of Customer Experience

Today’s consumers have high expectations and will quickly move on from a website that isn’t meeting their needs. In addition to this, a lot of online shoppers are also looking for personal connections with the brands they choose. This means that websites that lack the right features can lead to wasted advertising budgets due to loss of paid traffic. If you want to improve conversion rates, then a mixture of authenticity, quality UI, and instant communication can help to mitigate bounce rates and nourish customer relationships. 

Common Customer Experience Mistakes

There are a lot of different factors that can lead to a poor experience for customers, but these are the most common:

  • Chaotic User Interface
  • Impersonal Presentation
  • Automation Overload
  • Slow Loading Time
  • Failure to Respond
  • Requesting Information Repeatedly

If customers are dealing with one or more of the above-mentioned issues, it could be driving traffic away from your web pages. Consider making adjustments to improve client retention and encourage audience engagement. 

How to Improve Customer Experience on Your Site

Now that you know what not to do, there are also a lot of additional features you can include in your content creation, web design, and marketing campaigns that can increase the overall satisfaction that your customers experience when engaging with your brand. Some of these include the following:

  • Encourage customer feedback to gain important insights. 
  • Develop an omnichannel strategy that incorporates a variety of methods to communicate with customers directly - such as email, SMS and text, direct mail, and apps. 
  • Reduce workload without compromising customer satisfaction by utilizing advanced AI-powered solutions like virtual assistants and chatbots. 
  • Publish an FAQ page on your website. 
  • Pay attention to your analytics to find behavior patterns that may highlight unseen problems or showcase strategies that are working well. 
  • Consider developing a community forum. 
  • If you have brick-and-mortar locations, make sure that the face-to-face experience with the staff and retail design is satisfactory. 

Are You Looking for Ways to Improve Your Website? Contact iBoost Today

Does your website need help boosting customer experience? Are there other essential web design elements that are missing on your site? You don’t have to continue losing valuable customers. Work with the specialists at iBoost to help increase traffic, enhance customer satisfaction and raise revenue. Contact our team for more information about our selection of digital marketing, SEO, and web design services and find out what we can do for your business.