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Why is frictionless customer experience important for your brand? Read on this article to get your answers straight and also more on how to do so in the right way.
You know for a fact that your customers have high expectations. They want you to produce your offerings that align with their desires and preferences. There goes a lot behind creating a good customer experience, one that not only retains customers for long but also makes them come back for your services. On that note, one of the greatest element of a stellar customer experience is reducing friction or having frictionless customer experience throughout their customer journey with your brand. Today, we will walk you through how to achieve a frictionless customer experience for your customers in no time.
What customers really care about is meeting a customer experience that gives them what they want. Most of the customers today are willing to pay more for a service that is user-friendly and welcomes them with warmth. If they happen to see a service that is fast as well as efficient, coming back to purchase again and paying more is no big deal for them.
The more you tend to invest in revamping customer experience, the better are the chances that the customers will come back to buy from you, thereby increasing your profit and overall sales. Even if you’re not a $1 billion company, you can still expect to see a marked increase in your earnings by investing more heavily into the customer experience.
When met with a personalized customer experience, a majority of customers tend to opt for impulsive purchases. You can always lessen friction in your customer journey by rendering your customers with high-quality as well as personalized content for your customers. This then reduces the need for them to look around your website or app and potentially look through lots of products that aren’t a good match for them.
The points through which you contact with your customers either via the signup process, customer onboarding, or purchasing process, are called as touchpoints. Additionally, it can come through a live chat, or a client testimonial, perhaps from a survey result or even from your contact page. One of the easiest ways of finding customer touchpoints in your business is by putting yourself in the shoes of your customers. This will give you a whole picture of what they expect from you. As this is the first step in creating a frictionless customer experience for your customers, make sure that you make the best of it.
It is now time to delve into your analytics and prepare for a plan to reduce the friction points along the customer journey. Look into your analytics reports to know what are the pages where your customers are paying the highest attention to and pages where they are not. Also, explore what are the areas where they are spending more time and interest on. Once you do that, find out ways to render an omnichannel customer service to your users. They want to get their answers from whichever means they choose and at the earliest.
Once you have analyzed through the customer touchpoints, identify who is responsible for each touchpoint. There should not be any discrepancies in allotting the requisite task to a certain member and ensuring that they give enough justice to the same. After completing this exercise, you can then create a plan, prioritizing the most important and least effective touchpoints first.
Now is the time to execute your plan for a frictionless customer experience. This is where you want to zero in on the highest priority parts of your plan and make sure that your implementation process starts at the earliest. Know that the best way to give your customers a frictionless customer experience is by being there for them whenever they wish to. For this, ensure that you give them enough time and attention and make yourselves available at their service. Additionally, start making the implementations in your product range. You want to revamp your product and services in a way that reaches to your customers in the right way and in the right direction.12
There is no certain time to start reducing the customer friction in their journey. The time is in fact, now. With customer experience tending to become the primary focus of most of the cutting-edge companies right now, it is more than necessary that you plan and execute your ideas in the right way. For all that matters, the love and support of the customer is something that you need in the end of the day.
Highly accomplished, motivated, and adaptable sales and operations professional with a track record of successful leadership. Known for an empathetic and consultative approach that consistently exceeds growth and revenue goals.
Published November 15, 2021, Updated June 07, 2023
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