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What is the customer experience?

According to Hubspot, ‘Customer experience is the impression your customers have of your brand as a whole throughout all aspects of the buyer’s journey.’ The customer experience includes all of the different interactions that a person has with your business. This could be browsing your website, the customer service experience, consuming content, or unboxing the product. If you’re looking for ways to improve your customer experience take on board the following ideas.

1 . A well-designed website

If you’re keen to improve CX you’ll need a well-designed website. Here are a few key pointers to take into consideration:

• Customers should be able to find their way around your website with ease.
• Your website should be mobile optimized and built for speed.
• There should be a balance between color and white space, making your website easy to read.
• Chatbots can help to improve customer service.
• It’s helpful to work with a web designer, to improve the look of your site.

2. Engaging content

When customers are reading your blog posts, or your social media content this is all part of the customer experience. To keep your customers happy you’ll need to make sure that your content is engaging, relevant, and creative. Creating stellar content is about focusing on your target audience. You’ll need to think about the type of content that your audience will enjoy the most.

To help you improve your content there are lots of different content creation tools that you can use. It’s also worth performing competitor research, watching your competitors closely can help you to gain plenty of useful insights.

3. Support your staff

If you want to improve CX you’ll need to support your staff. Provide them with the best training so they can deliver outstanding customer service. Offer ongoing feedback to help staff make improvements and keep on growing. Depending on your business type,  staff uniforms can be helpful to create a professional image. Your company image is another important part of the customer experience.

4. Provide a personalized experience 

Studies show that offering a personalized experience can help to improve CX. To offer a personalized experience you’ll need to collect data about your customers. There are plenty of ways that you can collect data, you might use surveys, chatbots, pop-ups, or emails. Use a CRM system to record previous customer interactions, and enhance your personalized service. Offering a personalized experience will ensure that your customers feel valued and part of a community.

5. Collect feedback

Improving customer service is a brilliant idea to collect feedback. Remember, your customers will have plenty of different opinions and insights. Using these opinions and insights can help you to improve your CX, and boost sales ongoing.

When you focus on CX you’ll improve customer loyalty, widen your reach and increase your ROI. Once you’ve created the perfect customer experience strategy you’ll start to improve your business.