{"id":145,"date":"2020-07-21T02:38:00","date_gmt":"2020-07-21T02:38:00","guid":{"rendered":"http:\/\/44.239.16.63\/how-to-elevate-your-online-customer-experience-in-5-easy-steps\/"},"modified":"2026-03-10T03:52:44","modified_gmt":"2026-03-10T03:52:44","slug":"how-to-elevate-your-online-customer-experience-in-5-easy-steps","status":"publish","type":"post","link":"https:\/\/www.powerfront.com\/blog\/how-to-elevate-your-online-customer-experience-in-5-easy-steps\/","title":{"rendered":"How to Elevate your Online Customer Experience in 5 Easy Steps"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-317\" src=\"https:\/\/powerfront.com\/blog\/wp-content\/uploads\/2021\/05\/9_file.png\" alt=\"\" width=\"1000\" height=\"666\" \/><\/p>\n<p>Customer service is the number one driver of customer experience. And at the heart of every great experience lies <a href=\"https:\/\/www.powerfront.com\/how-to-emotionally-connect-with-your-customers\/en-us\/\" target=\"_blank\" rel=\"noopener\"><u>empathy<\/u><\/a>. All of your customer\u2019s interactions with your brand need to be spiked with it &#8211; whether it\u2019s a genuine concern when listening to their complaints, having their best interests in mind when they navigate your website, or making the extra little effort to follow up with a message of thanks. Personalized, deep connections are the key to fostering great relationships between you and your customer, and this can only be done by <a href=\"https:\/\/www.powerfront.com\/solutions\/omnichannel-customer-service\/en-us\/\" target=\"_blank\" rel=\"noopener\"><u>humanizing your customer service<\/u><\/a>.<\/p>\n<p class=\"no-margin-bottom\">Dimension Data <a href=\"https:\/\/www.prnewswire.com\/news-releases\/new-research-from-dimension-data-reveals-uncomfortable-cx-truths-300433878.html\" target=\"_blank\" rel=\"noopener\"><strong><u>reported<\/u><\/strong><\/a> that improved CX results in:<\/p>\n<ul>\n<li><strong>Increased customer loyalty (92%)<\/strong><\/li>\n<li><strong>An uplift in revenue (84%)<\/strong><\/li>\n<li><strong>Cost savings (79%)<\/strong><\/li>\n<\/ul>\n<p style=\"margin-top: 25px;\">Research shows the hard facts &#8211; improving customer experience drives revenue. It makes sense, doesn&#8217;t it? Customers who have a positive perception of a brand and an outstanding experience shopping there are more likely to purchase, return, and promote the brand to others. How many times have you had a casual discussion with friends about a brand who has taken a firm stance on a value and discussed how that&#8217;s impacted your choice to consume or not? Or perhaps a friend mentioned over lunch what a hassle and how much time they spent trying to resolve a relatively simple issue. These things make a difference. Here\u2019s how to turn your online shoppers into lifelong customers.<\/p>\n<p><a href=\"https:\/\/www.powerfront.com\/case-studies\/loreal\/\">Read more: Check the L&#8217;Or\u00e9al case study to discover how the brand increased conversions with INSIDE\u2122 by Powerfront<\/a><\/p>\n<p><strong>1. Show Your Appreciation<\/strong><\/p>\n<p>Your customers appreciate being acknowledged. Say thank you anytime they visit you &#8211; whether they make a purchase or not. A quick email or text thanking them, coupled with an offer to incentivize them to return, will go a long way fostering customer loyalty. If your CRM allows it, sending a happy birthday message annually along with an offer is another thoughtful touch that will help make your customer feel valued by your company.<\/p>\n<p><strong>2. Listen to Feedback<\/strong><\/p>\n<p>Whether it&#8217;s complaints you hear on customer service calls, comments from those shopping in your physical store-front, or a passive aggressive-sounding subtweet, let them know that you&#8217;re listening and keep them up to date on action items you plan to improve upon them. Use the information your customers are freely giving and use it as an opportunity to improve. Let them know that their feedback is valued and that you&#8217;re working on course correction specifically for their problem. It can make the difference between them feeling at odds with a brand versus feeling at one with a brand.<\/p>\n<p><strong>3. Improve Your UX<\/strong><\/p>\n<p>One company, perplexed by low conversion rates, hired an external source to take a fresh look at their eCommerce site. They quickly realized that there was a glitch on the page that made checkout much more difficult. Naturally, as a result people were discouraged from troubleshooting and finding workarounds to complete their purchase. Sometimes when you&#8217;re inside an organization, it&#8217;s necessary to find fresh eyes who can point out obvious friction points. Ensure that your website is as simple as possible to navigate, and that users don&#8217;t have to go searching to find help when they need it.<\/p>\n<p>In a time of uncertainty, many users who were resistant to shopping online now must adapt and educate themselves on using the internet. For those who are used to and prefer personalized attention and assistance, a <a href=\"https:\/\/www.powerfront.com\/inside-store-app\/en-us\/\" target=\"_blank\" rel=\"noopener\"><u>video-enabled chat app<\/u><\/a> can connect these customers to your in-store associates who can offer personalized advice face-to-face. Give your customers options for both self-service or personal shopping assistance.<\/p>\n<p><strong>4. Don\u2019t Stick to the Script<\/strong><\/p>\n<p>Encourage your customer service team to spend as much time as needed to handle customer issues to ensure customers feel properly heard and understood. One bad customer service experience is enough to put a customer off your brand for life. Don\u2019t treat them like a problem to be handled, treat them like you would anyone who you\u2019d want to sustain a long, positive relationship with. Include emotional intelligence training in your on-boarding sessions so that customer service reps come across as empathetic, caring, and human.<\/p>\n<p><strong>5. Share Your Values<\/strong><\/p>\n<p>Individuals are increasingly choosing to align themselves with brands whose values reflect their own. In a period of time where consumers are increasingly socially conscious, they\u2019re looking to \u201cvote with their dollar\u201d and won\u2019t hesitate to drop brands who stay silent about important social issues. So speak up. If your company doesn\u2019t have a specific platform, now\u2019s the time to establish one. Choose a cause that means something to you and that you can give back to. Patagonia is a great example &#8211; their commitment to environmentalism means that in return for their elevated favorability in the public eye, they&#8217;re able to invest more in sustainability and activism.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer service is the number one driver of customer experience. And at the heart of every great experience lies empathy. All of your customer\u2019s interactions with your brand need to&#8230;<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-145","post","type-post","status-publish","format-standard","hentry","category-insights"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v18.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Elevate your Online Customer Experience in 5 Easy Steps<\/title>\n<meta name=\"description\" content=\"Insert empathy into every interaction with your customers to make their online experience unique and successful.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.powerfront.com\/blog\/how-to-elevate-your-online-customer-experience-in-5-easy-steps\/\" 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