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DATA-DRIVEN
CUSTOMER EXPERIENCE
Putting yourself in the client's shoes will help create exceptional customer experiences. You reach your hypothesis for how to develop customer experiences in this way. You may refine these insights and produce engaging experiences that influence your customers with customer experience optimization.
The process of experience optimization is data-driven and requires much testing. Additionally to user research, interviews, analytics, and personalization, there are A/B testing and multivariate testing methods. The key to improving the customer experience is to question the status quo and follow the data.
The process of consistently enhancing the customer experience across all the various customer touchpoints. Understanding your clients and the customer lifecycle is a continuous process known as customer experience optimization (CXO), which aims to make every interaction with your business as positive and coherent as possible.
CUSTOMER EXPERIENCE IS THE KEY DIFFERENTIATOR
The businesses that provide excellent customer experiences at scale will be the winners in e-commerce in the future. Naturally, you want to optimize every aspect of the client experience, from the first website click to customer support and services. You may raise brand affinity, client satisfaction score, average order value, and customer happiness by providing excellent user experiences.
Customers are continually bombarded with marketing messages today, whether they are B2B or B2C. As a result, brand competition has changed. Brand rivalry has evolved from commodities to goods to services to experiences as the key distinction today. Every interaction and touchpoint is significant. And together, they create a far more valuable whole than the sum of its parts because positive customer experiences lead to a higher level of trust in your brand.
It can seem challenging to unify and improve the customer experience, and many businesses are still determining where to begin. When it comes to improving the customer experience, the following fields generally show the most difficulties:
Companies find it difficult to determine where things need to change because they find it difficult to acquire a comprehensive perspective of their business and the various touchpoints across all channels.
Businesses have difficulty managing, integrating, and comprehending the data they gather from all the various systems, platforms, and tools they employ.
It is challenging to guarantee a consistent customer experience throughout the customer lifecycle because different departments are in charge of different aspects of the customer journey.
At AHT Tech, we have experience in each of these fields. We bring tried-and-true solutions, processes, and best practices to the table because we know what works.
WHY CUSTOMER EXPERIENCE MATTERS
Experience-led businesses have an average order value that is 1.9 times greater, 1.5 times higher employee satisfaction, and 1.6 times more brand recognition.
88% fewer customers are likely to return after one unpleasant experience with a brand's website.
Companies with effective omnichannel customer experience strategies often keep 89% of their customers, compared to 33% of their rivals with ineffective omnichannel strategies.
To improve the customer experience, both qualitative and quantitative customer insights are essential. Surveys and interviews can be used to collect qualitative insights, and customer data can be used to generate quantitative insights. At AHT Tech, we assist our customers with this.
To understand who your clients are, what they want from your business, and how they interact with you, it is essential to analyze your customer data. Your decisions regarding what and when to sell, as well as how to offer it, are improved by using customer insights. Knowing who you serve and what they want is essential since different target groups demand very different experiences.
But gathering insights is just the beginning. Once the data has been gathered, it must be analyzed and put to use in a way that will help you increase sales. We give you the tools you need to do this and assist you in converting your data into interactions and touchpoints. The data won't become useful insights that will help you improve the customer experience until that point.
We'll start by concentrating on the top 10 ROI-related optimization areas. From the awareness stage through the purchase stage, they cover the entire buyer experience.
THE AWARENESS
STAGE
Your objective in the awareness stage is to make sure clients are aware of who you are, what your brand stands for, and what products and services you provide. Here, consistency is crucial:
01. Top Conversion Paths
02. Consistency By Source of Traffic
03. Time Lag to Conversion
THE CONSIDERATION STAGE
You must focus on the following three crucial areas of optimization as you move from the awareness level into the consideration phase. Each experience is crucial to boost conversion:
04. Overall Speed
05. Landing / Exit Flows
06. Site Search Usage
THE PURCHASE STAGE
The goal of the last step of the customer journey is to turn visitors into customers at the purchasing stage. There are four main areas to concentrate on optimizing at this stage:
07. Product List Performance
08. Session Duration
09. Shopping Behavior
10. Checkout
Optimizing the customer experience is essential to generating the best ROI for your e-commerce strategy. We are experts in assisting companies in enhancing the client journey, and we can collaborate directly with you to support and guide you through the entire procedure.
Some methods and strategies will provide rapid results and low-hanging fruit, while others may take time to bear fruit. We assist you in setting goals, evaluating new ideas, and developing a strategy that will increase your revenue. Contact our team right now to find out more and receive advice on what optimizations would have the greatest impact on your business. We're excited to work with you to build remarkable customer experiences.
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We’re here to help you innovate with success. Our experts will conduct an in-depth analysis of your business model and industry to advise on implementing the most optimal technology solutions.
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