Tuesday, September 26, 2023

How to improve the customer journey?

improve the customer journey

Digitalization is changing the buyer’s journey profoundly, impacting all channels through which customers interact with companies and marketers. But what are the best practices for influencing customer behavior today? In this article, we will discuss ways to improve customer journey digitally:

1. Personalization:

Personalized customer communications are central to an optimal experience, which can be achieved by integrating data from other channels. And because the channel is less important than it used to be, personalization must go across multiple channels.

2. Information depth

Customers increasingly expect to be able to move seamlessly between different contact channels and the digital world. Therefore, good customer service must provide each user with personalized information at all touchpoints.

3. Content variety

Customers want personalized content according to their needs and preferences. To create this, companies must ensure that the content is constantly updated and relevant to each customer. The best way to do this is by employing AI that can constantly analyze a huge quantity of data in real-time and generate new information tailored for each one of them.

4. Appeal to emotions

Emotional content is attractive and attracts attention in a simple way, which benefits marketers in terms of increased conversion rates. Online shoppers are particularly likely to respond positively when the ads reflect their feelings, like fun or nostalgia. Ads that make people laugh or smile work better than those that focus only on the product. This is one of the solutions for healthcare professionals being used frequently.

5. Consider the owner’s perspective

There are two implications here. The first is that it should be easy for customers to contact companies if they have a concern or complaint. Not only does this reflect positively on the business but also enhances customer satisfaction through alleviating their problems quickly and effectively. Customers are more likely to be satisfied with a company if they can reach it easily.

You may also like: Why Are Referrals So Important in Healthcare?

The second implication is the need to avoid mistakes and poor responses (through training those who communicate with customers). What often matters more than what companies say is how they say it – as a slip-up or an awkward response can reflect poorly on them, even if it’s unintentional.

Your customer’s journey should be a seamless and enjoyable experience. Hope these tips help you to make sure your customers have a great time while they’re on the website.  


Infographic provided by Applica, a document automation solutions company