Since brands have to extend themselves on many channels – online, in person or by phone – it’s difficult to provide optimal customer experiences at all times. Take mobile for instance. Mobile is growing in popularity, and businesses have made sure to have some type of presence on this platform. Yet many businesses have failed to deliver a positive experience. This has been somewhat forgivable – until now. Customers today want seamless, enjoyable experiences no matter what channel they’re using.
Improving user experience should always come first. Now that it’s 2015, it’s a good time to evaluate how customers interact with your brand and what types of experiences you provide them with. How successful these interactions are will have a huge impact on your brand’s image.
Here are some compelling reasons why user experience should be a main priority:
It Solidifies Your Brand Image
Everything you put out there is a reflection of your business. When there is more positive than negative, your image improves. Through positive reviews, testimonials and comments, your brand’s image will be more visible online, and your reputation will progress. When people see that you provide customers with unique, enjoyable experiences, they too will be interested in what you have to offer.
It Improves Conversion Rates
Just because a customer contacts you doesn’t meant that they’re sold on your product. You still have to show the customer why your product is better and worth spending money on. Fortunately, when you meet the customer’s needs and give them what they are looking for, they are more likely to purchase your product. It’s a bit harder to understand your customer’s intents online versus over the phone, but the more you study your audience, the better you can anticipate their needs.
It Makes Your Brand Enjoyable
By providing your audience with a positive experience, you’re improving their overall online experience as well. No one wants to mess with a mobile website that it slow to load, has poor navigation and no optimized content. When you deliver a mobile optimized website, you’re building trust and loyalty from the get go. People will come back for more because your brand is fun to interact with and always offers something fresh and valuable.
It’s been said that having a good product or service will only sustain itself for a short time. You also need good customer service, which comes in many forms, one being user experience. By paying attention to the experiences that your customers have on your website, you can perfect these interactions and strive for a better brand that people look forward to doing business with.