These are all valuable in addressing the customer journey experience. When answered and implemented correctly, your business will start to build a valuable relationship with your customers, which will go a long way in creating repeat business.
- Redefine the Purchasing Process for Your Customer
An elevated omnichannel presence will make the process to purchase much smoother for your customers. Consumers are searching for your products and services on multiple channels, from your website, to social media, in-store and more. Ensuring every channel is connected and consistent will make it much easier for your customer to navigate through your business. Implementing these services will help your brand maximize revenue and success with your customers:
- Curbside Pickup
- No-Contact Delivery
- Mobile App
- Location Pages
- Online Ordering
- Virtual Product Experiences & Tours
- Contactless Payment Services (Apple Pay, Google Pay, Venmo)
- Follow Up With An Exceptional Customer Care Experience
Once a customer uses your service or product, your brand needs to follow up with an exceptional customer care experience. Reviews come in handy here because this is the next stop customers will make to discuss their experience with your brand. Your brand needs to respond appropriately and try to make it right with the customer if they had a poor experience. Think about keeping open lines of communication anywhere else customers may express feedback as well, whether it’s through chatbots, over the phone, social media, reviews, or email. Due to the fact that customers can’t resolve their questions or concerns with your brand in-store, your business needs to provide additional areas for customer care online. Whichever way your customers choose to reach out to you, your business should be there with great service.
- Ask Your Customers for Their Feedback
Successful businesses not only listen to their customer’s feedback, they continuously implement it into their products and services for customer retention. Asking and implementing this feedback shows the value you place in every customer. Sending out surveys will give your brand insight into the experience your customer had with your brand. Automating your survey process with tools like our custom feedback surveys can help you quickly integrate your customer’s wants and needs through survey templates.
- Build Longer Relationships by Engaging With Your Customers
After your customer has purchased from your business, the most important thing to keep in mind is to understand how you can engage with customers to create brand loyal fans. Brand loyal advocates are customers who develop an affinity for your brand, ultimately recommending your products and services to their friends and family. This requires continuously engaging and strengthening your relationships with your customers, a fundamental aspect of retaining customers during this pandemic. By engaging with your customers, they’ll feel more confident in purchasing from a brand who they know cares about them.
Engaging with customers encourages customers to purchase your products and services repeatedly. 75% of consumers say they favor companies that offer rewards. Incentivize your customers with brand loyalty programs, email promotions and discounts, reward programs to reward your loyal customers. In addition, your brand can show off loyal fans by sharing what they have to say about your business on social media. Look to user-generated content and be active with consumers on social media to build relationships and create a sense of community. Maintaining brand loyalty plays a large role in customer retention, and boosts profits from 25% to 95%.
Addressing these new changes in the 2020 customer journey will go a long way in boosting your brand’s online visibility and customer retention. Consumers are changing how they choose to interact with businesses now as a result of the pandemic. By adapting your strategy to meet these changing behaviors, your business will be able to provide a seamless experience and reach more customers today. Our Online Reputation Management tool can help your brand enhance your brand’s customer journey with our all in one local SEO and reputation management platform.