Customers tend to remember if they have a pleasant experience. From the first impression to the sale of a product, every step of the user’s experience is worth investing in. Even if a problem arises, a swift, effective, and polite handling of the situation can be beneficial to a company’s image. Here are several things to consider when making positive revisions to your end-user’s experience.
A simple website can convey pertinent information, but you should aim to make the best website you can if you want the user to find it useful. While marketing techniques like Search Engine Optimization might be useful, trying to optimize for search results without considering how it affects the end-user both misses the point of the exercise and makes the optimization less effective overall. One way to improve your website is to use software that monitors your customer’s experience while visiting your website so you know what they visit most often and what you need to improve.
Social media is another great marketing tool, but it is not enough for the social media arm of a company to simply exist. Active maintenance of social media is important both for marketing purposes and to maintain a touchstone with your consumer base to better facilitate customer support. Ideally, maintaining a company’s social media account should not be a low-effort endeavor. Indeed, there are quite a few things that a social media manager is responsible for that positively affect the image of a company.
Another great way to figure out what your customers want is to conduct a survey. With all of the tools at your disposal, it can be easy to forget that you can simply ask for an answer if you need one. An online survey maker is relatively easy to find, and it can provide an affordable way to garner low-effort feedback from your customers. It is important to make your surveys as easy to fill out as possible while remaining simplistic. Otherwise, you run the risk of confusing or boring the customer filling out the survey with overly complicated questions. If you are looking for data that requires more than one simple question, try thinking of ways it could be broken down into multiple simpler questions that give the same information when they are answered in sequence.
Phone interviews are also a potentially valuable source of customer input. Telephonic communication is usually more time-efficient than emailing on a per-customer basis. In many cases, well constructed and strategically placed phone interviews are faster and better targeted than emails are. The process of emailing customers has its advantages, of course, but few devices are as widespread in the modern age as phones are.
Once a problem is identified, solving it in a timely fashion becomes your next priority. In addition to taking superficial data about your customer’s experience with your website, actively detecting errors is important as well. If you Monitor every release of your web page’s updates with specialized software it becomes far easier to tabulate the relevant data in an efficient manner, allowing you to identify an error that might be more difficult to identify otherwise.
Improving the user’s experience is perhaps one of the more important aspects of customer service; without the customer you cannot have a business, so it is important to make sure your customers enjoy patronizing your business. The quick identification and swift patching of problems are both important to any business’ wellbeing, and mistakes are inevitable. So long as you make sure you are doing your best to maintain customer relations and properly process feedback, you will likely find that your user’s experience will improve.