Years ago, customer contact and service delivery were limited to store fronts and physical products. In today’s multimedia society, client relations exist in both the physical and digital world. Creating exceptional customer experience digitally comes with a great deal of new challenges. Since the digital world is vastly different from that of a storefront, alternate methods must be used to gain feedback. Let’s examine the multiple types of communication channels, which enable us to monitor feedback, analyze results, and ultimately improve the customer journey. The communication modes include:
Website analytics including top pages and bounce rates.
Search engine results.
Social media shares, likes, and comments.
Website offer response rates.
Surveys and polls.
While many individuals believe that website design is simplistic, containing headers, footers, and sidebars, it encompasses much more. Good design comes from asking the right questions and ensuring that they apply to potential visitors. It involves finding solutions to problems your clients may face and presenting these solutions easily. Think of it as a way to map the journey for your visitors, creating clear paths for them to follow and encouraging them to take action.
The first step towards generating exceptional customer service digitally is identifying whom you sell to and defining their characteristics. This could include their needs, goals, and purchase obstacles. The next step involves reviewing the content and assets of your existing website. Often, site content focuses on the company, history, products, services, and rates. While this is not necessarily a bad thing, it is important to include words that the visitor is actually searching for. Takes these five questions into consideration.
1. Who do you help?
2. What are their challenges?
3. How do you solve these issues?
4. Why are you an ideal fit?
5. When can they expect results?
Once these aspects of digital customer service have been addressed, the last thing to consider is website design. A key point to remember is that visitors can access your site from any device, including cell phones and tablets, so finding a company that can design a fluid site on a variety of modalities is essential. At Brian Cozzi, Inc., they understand the importance of multiple points of interaction throughout the customer journey. Contact us today to find out how you can enhance client experience.
The Good, The Bad, The Ugly: A Step-by-Step Guide to Starting a Business
So you want to start a business but you don’t know the steps to take to get there. Entrepreneurship is no simple journey. It entails a significant amount of time, hard work, failure, and rebuilding. But a true entrepreneur is not afraid of the struggles that come with such a rewarding endeavor. If you are ready to start your company, there are quite a few things to know and steps to follow before taking the plunge.
Being a small business owner means wearing a lot of hats ranging from a customer service representative, accountant, and project manager. This leaves little room to focus on marketing. One of the best ways to market your business is through local press coverage. The primary goal is to attain new customers and make your business known. While media coverage is a goal of many businesses, it is a tedious task.