Digital experience services create unforgettable experiences that keep customers coming back to your website and increases your company’s bottom line. Keeping the following seven principles in mind will help you ensure the highest quality experience for your customers by bringing them back to your website.
Make sure you follow these seven Digital Experience principles to transform your websites and apps into places that attract, entertain, educate, engage, inspire, and sell your customers.
Digital Experience Principles to Transform Websites and Apps:-
1. Prioritize experience over transactions
Many digital experiences are transactional. Customers visit your website or app, they complete a transaction, they leave. This makes sense in most cases. However, when you prioritize transactions over experience, your digital experience is going to fail. When a customer feels good about their visit and leaves with a positive experience (even if it’s not necessarily an online purchase), you have long-term engagement that will result in sales over time.
2. Focus on the online customer journey
A customer’s journey should be seamless, with an engaging experience at every touch point. Poor or nonexistent design can slow down your customer’s path through your product or service, resulting in abandoned carts, extra support requests and other problems.
Don’t let poor user experiences become a barrier to acquiring new customers or retaining existing ones. By focusing on delivering a consistent online customer experience you will retain more customers and reduce your customer acquisition costs.
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3. Personalize experiences as much as possible
Personalization isn’t just a nice feature—it’s an expected part of any experience these days. While some organizations fail because they don’t have personas or user stories, it may be even more common for organizations to fail at digital experiences because they create static experiences that are designed in a vacuum.
Without understanding who is using your product or service, why they need it, or what their goals might be, you won’t be able to design an experience that drives success.
4. Track all types of digital feedback and customer signals
One of my favorite lessons is that the customer is always right. For a company, it’s important to listen closely not only to traditional sources of feedback but also to less formal channels of feedback.
When users take time out of their day to share a problem or suggest an improvement on your brand’s social media pages or dedicated feedback site, you need to listen very carefully.
5. Aim to resolve known or predictable online pain points
A lot of effort goes into optimizing website design, with an eye toward engaging users and encouraging them to take action. And while you’re doing that, it’s equally important to think about how customers will react when they encounter those predictable pain points.
- How can your business resolve these issues?
- What are some common problems?
- How can your digital experience help mitigate these problems?
By considering these questions ahead of time, you can create a smoother user experience for everyone.
6. Align teams on specific goals and metrics
Make sure that teams are aligned on specific goals and metrics. Clarity on these objectives not only helps teams be more productive, but also makes it much easier for leaders to hold them accountable.
For example, if two teams are tasked with creating a feature from start to finish in four weeks. One team could choose to prioritize bug fixes over new features while another team prioritizes getting features completed above all else.
7. Unify insights with practical tech stack integrations
Collecting, processing, and acting on customer data is powerful. But without turning that data into actionable insights that can transform your customer experience, your data has no value. While insights alone may not give you competitive advantage, there’s little doubt that companies with a deep understanding of their customers are more competitive than those who do not.
Thus, it is critical for leaders to unify their IT solutions with business goals by identifying which information from each source should be integrated.
We’ve seen that these seven digital experience principles can help shape better websites and apps. If you follow all of them, you’ll create an incredible customer experience. But even following just one or two will greatly improve your product or service. How are you using these principles? We’d love to hear from you in the comments below!