The Importance Of A Great Digital Experience

In today’s world that is driven by technology, it’s vital that companies provide a great digital experience for their current customers as well as their leads in order to convert them into paying customers. A not-so-great digital experience can actually have a negative impact on your bottom line because current customers may seek out your competitors, and you’ll have trouble getting leads to convert. 

But, we have good news! There are things you can do to enhance your customers’ digital experience. Keep reading, and we’ll give you the goods!

What is Digital Experience?

According to our friends over at HubSpot, the digital experience is the “quality of all the digital interactions” your website visitors, including both current customers and leads/potential customers, have with all of your company’s digital touchpoints. It essentially refers to how people interact with your company on a digital level.

Why Digital Experience is Important 

Honestly, if your customers aren’t getting a great digital experience, they will seek out a company that can provide them with one. And, if potential leads come to your website, and they aren’t wowed by the digital experience your website provides, you won’t be able to convert them to leads. 

Elements of Digital Experience

Digital experience includes all the digital elements of your business, like:

• Websites, including UX and usability 
• Social media platforms
• Mobile applications
• How well your website works on mobile devices and tablets 
• Online payment methods 
• Appointment booking 
• Online content, like website content, e-books, and blog posts 
• Online customer service assistance, like online chat features 
• Email communications, including marketing and customer service emails 

Digital Experience Best Practices 

By now, we know you get it. Providing a great digital experience for customers and website visitors is really important. But, there are five simple things you can do to make sure that the digital experience you are providing is up to par.

1. Ensure your UX is top notch.

If your website is not easy to navigate, you will lose sales. So, make sure your site’s UX is top notch so your customers and leads have the best experience possible. For more information on UX, check out our post: User Experience Best Practices. 

2. Leverage chatbots and other virtual assistants. 

Consider adding a chat bot or other type of virtual assistant technology to your website or ordering platform. HubSpot explains that this will not only help take some of the workload off of your customer service team, but it also helps your customers and even leads by answering some of their pressing questions. And, the HubSpot team predicts that chatbots will “save businesses 2.5 billion hours by 2023.” 

3. Ask for user feedback, and apply any good suggestions you get.

One of the best things a company can do is listen to their customers. So, offer your customers the chance to provide feedback on their digital experience. And, when you get that feedback, actually do something with it. Make any necessary changes, and let your customers know you have heard them and implemented their feedback. 

4. Make online security and privacy top priorities.

With so many data breaches lately, people want to know that their personal information, like mailing addresses and phone numbers and sensitive data, like credit card, social security, and bank account numbers are safe with your company. So, make sure online security and privacy are priorities by staying on top of the latest privacy laws and regulations and by doing everything you can to keep your websites and platforms secure. HubSpot stresses that data breaches and other security compromises will “push customers away from your brand.” 

5. Provide flexibility amongst your digital channels.

Channel flexibility is a huge part of offering a great digital experience. Your customers need to be able to seamlessly switch between digital channels, like your mobile app and desktop site. If they were in the process of ordering something on a laptop, they should be able to log into their accounts using their phone and get the same information, including their customer history.

Let EmoryDay Help Your Company Create a Great Digital Experience!

We are a full-service digital marketing agency. We have a talented team of digital marketing experts on our staff that are dedicated to helping your company with all of your digital marketing needs, including providing the best digital experience possible.

Get in touch with us to set up your 30-day free trial. Or, if you have any questions about our digital marketing services, just fill out our contact form or give us a call at (866) 407-2075. 

Resources

https://blog.hubspot.com/service/digital-customer-experience