CUSTOMER EXPERIENCE   |   POSTED ON 03.02.2016

What you first need to understand when conducting business today (and online) is that consumers hold all the power. Your business, your brand has just one chance to attract loyalty and gain a following.

In order to make the most of this one chance, you must present an exceptional digital experience and across all areas – discovery, transactions, delivery and support. Offering the very best digital experience will build loyalty and result in greater revenue for your business.

Getting the digital experience right is a matter of working with the very best coders, designers, content writers to ensure that the experience is user-friendly, fully functional and offer the right message in the right way for your target audience.

Next you need to test, test, and test some more. Don’t guess about what will work and what won’t work. Conduct AB testing on aspects such as CTAs (call to actions), headings and colours to ensure you are offering the best online, digital experience.

Use data to make decisions. Again, you shouldn’t guess but make your decisions based on customer feedback, up-to-date data and intelligence.

And then don’t stop. There is never an end to making the digital experience better for your target audience – it requires consistent and regular updating, monitoring and management.

Our top three tips to creating a great digital experience:

1. Figure out what you need to improve by leveraging data, evaluating existing touch points from your customers’ perspective and reaching out to customers.

2. Redesign the experience by adopting a proven user-centred design process. Evaluate opportunities and constraints of devices and touch points, continue to optimise, test and understand the journey and reach out for help when professional advice and assistance could better serve the digital experience.

3. Ensure that your digital experience supports your branding objectives by building an overall experience and ecosystem with your brand and business in mind. Create metrics based on your business goals and unify the overall customer experience with a seamless and holistic approach.

Learn more by speaking to the brand agency Liquid Creativity, your local branding specialist.