Creating the ultimate customer experience should be a priority for businesses. While it may be easier in person, making consumers feel included is important no matter the location. In today's technology-driven world, creating an online community is essential for succeeding. However, only 39 percent of companies provide an excellent customer experience, according to The Huffington Post. Take a look at the tips below for how to make your customers feel welcome on your pages:
1. Produce content they'll care about
Consumers are visiting your website or social media pages for specific reasons. They want to know about your company, product and industry, so stay on topic, Entrepreneur suggested. They don't want to read articles on topics completely unrelated. If they wanted to know about other subjects, your clients would have visited different sites. Instead, highlight how your business can help them or report on other items they'd be interested in.
2. Engage your clientele
Customers don't post on your social media pages for fun – they usually have a purpose. They might have opinions or questions, and it's your responsibility to answer. Approximately 71 percent of consumers are more likely to recommend a brand that quickly responds, according to HuffPost. Post content that your followers will find interesting and then proceed by answering any comments. If people are sending new customers your way, they're sure to be increasing funds to your business banking account.
3. Create a consumer community
While your customers want to be able to easily communicate with you, they also want to be able to talk to each other without your interference, Entrepreneur explained. Create online forums strictly for consumers to talk back and forth on. While you can monitor it and provide feedback when necessary, allow them to answer each others' questions and offer alternative uses for your product. It might increase sales.
4. Embrace both the old and the new
Not only does this mean appealing to all demographics, it also means catering to all forms of technology. Today's society is always on the go, which means mobile access is vital. As of January 2014, 42 percent of American adults owned a tablet and by October of the same year, 64 percent had smartphones, according to Pew Research Center. Ensure your social pages are mobile-friendly so that customers can access them from anywhere. You'll lose followers and business if you're only reachable via a computer.
Customer experience is important, and it's just as necessary to create a positive one online as it is on site. By responding to your clients and allowing them to talk to one another, you'll have a happier, loyal clientele.