5 Best Strategies to Boost Sales Using CX
CX or customer experience refers to how a customer feels after interacting with a brand during the purchasing journey. The better the customer experience, the more probable it is that the customer will return to a brand’s website, store, app, and so on.
Companies that provide a consistent and favorable client experience beat their competitors by a wide margin.
A positive customer experience strategy is essential for your company’s success since satisfied consumers become loyal customers who help to increase revenue. While focusing completely on customer experience may appear to be more work, it is worth it.
Let’s go through some of the steps that will increase your sales through better CX.
1. Improve UX of your Website
Most of the purchases happen on the website. Therefore, the UX of the site needs to be improved. The strategy of enhancing user satisfaction (for applications and websites) by improving the usability, accessibility, and efficiency of user interaction with the website or apps is known as user experience or UX. This is directly focused on the experience of your customer with your product.
UX designers are concerned with more than just creating functional goods. They are also concerned with other aspects of the user experience, such as comfort, efficiency, and fun. As a result, there is no singular concept of a good user experience.
A successful user experience is one that fits the needs of a given user in the particular in which he or she utilizes the product. Using the simplest tools and easy navigation on your website can help customers shop from your company. Further, reducing payment steps and providing maximum payment options also helps the customer in placing the order comfortably.
Here are some of the tools that you can use to improve the user experience on your website:
- Finteza is a tool that analyses the user behavior on your site and also has an advertising engine. It allows you to evaluate traffic, funnels, analyses audience, compares page analytics, and many more. It places the quality of your site traffic before quantity. It doesn’t do data sampling, so the results are very accurate.
- Google Search Console is a free service provided by Google that allows you to monitor, maintain, and troubleshoot the visibility of your website in Google Search results.
- Hotjar is a heatmap tool to analyze customer behavior on your site. It lets you know which part of the site was most visited by the viewer. It even lets you know where they clicked, moved, or scrolled the most.
2. Leverage Artificial Intelligence (AI)
AI has mainly taken over in order to provide a better consumer experience. Chatbot deployment can assist firms in improving their customer service experience strategy and achieving faster growth.
Chatbots can help organizations save up to 30% on customer service costs by speeding up response time and answering up to 80% of FAQs. These are effective approaches to respond to consumer requests in real-time. It alleviates the customer’s annoyance of having to wait longer for responses.
AI chatbots can enhance the customer experience in the following ways-
- By engaging with the customers 24 hours to solve their simple queries.
- By collecting their primary contact details such as email, contact number, and other details to better serve the customers.
- By assisting in increasing your sales.
If the query is a little bit complex, the chatbot transfers it to an agent smoothly. This effortless transition from an AI bot to a human agent makes the customer feel more secure and trusted.
3. Implement Customer Feedback
If you as a business can understand your customers’ perceptions of your brand, you can give them a better experience. The process for improving customer experience should include collecting, analyzing, and applying feedback.
Use live chat tools to have real-time conversations, and then use post-interaction surveys and comparable customer experience tools to send a follow-up email to each consumer.
Listening to what clients have to say can assist you to determine client satisfaction and create prospects for sales conversions. You may ensure that the ultimate product meets client expectations and solves their problems by soliciting feedback and comments.
You genuinely demonstrate that their viewpoints are valuable, which makes them feel invested in your company.
4. Make Use of Customer Analytics
Businesses can readily acquire customer insights thanks to the rise of artificial intelligence (AI) and big data. You may measure precise behavioral, demographic, and other customer experience indicators in real-time by leveraging the power of analytics.
If you are running an eCommerce store, then there are different eCommerce analytics solutions that you can use to optimize your store for more conversions.
Once you get a detailed analysis of your customer behavior, you can personalize the services for them. Giving your new consumers a reason to return to your business is the greatest way of keeping them. By providing extra offers to high spending customers or providing early access to the newly launched products will encourage them to stay for long.
Increase the stocks or bring new variants in a particular product selling in a massive volume. Understand what your customers are liking and expand the availability. This should not be confined only to the products. Include them in your celebrations, let them know that you are working on the issues or the suggestions given by them. Be transparent about what you’re preparing. It is the sense of belonging which keeps the customer intact for a long time.
Furthermore, it motivates them to share this information with their network, bringing in additional customers. Most customers are willing to do business again if they are given special deals or discounts.
Another efficient strategy is to keep your clients up to date on new discounts, the availability of similar products to the ones they purchased, or any other services. However, this should be done without spamming them.
The oldest and most powerful concept in improving customer experience is to demonstrate your effort and make them feel appreciated.
5. Use Quality Framework for the Development of Your Team
Above mentioned steps can only be implemented if you have a well-trained team behind your back. You should keep updating them with new trends and technology. Data science is a growing field and ensuring your team has efficient data management skills is essential to grow your business.
Regular training programs can assist your sales, support, and marketing teams in providing flawless assistance. 88% of high-performing organizations invest heavily in agent training, compared to only 57% of underperformers.
While working with consumers, your staff should have a thorough awareness of your company and its products. Conducting intensive product training aids in the propagation of authentic information about your products and services. More importantly, imparting product knowledge is one of the most effective ways of motivating customer care representatives.
Fostering excellent communication skills should be a core value of the firm. Customer service etiquette training for the staff and empathy, like patience, aids in the promotion of your business to potential clients and the development of solid relationships.
Apparently, CX is as important as your product/service. Not only it helps in your sales but it makes your company customer-centric which plays a vital role in its growth. A good customer experience holds a long-term benefit as engaging with new customers costs more than the existing ones.
Hence, whether you are a startup or an established business, as much as you are concerned about your customer’s experience, the sales will go up.