5 Strategies to Improve Customer Experience on your Website

Do you want to improve your website’s customer experience to boost engagement and sales? In this article, we share 5 proven strategies, tools and metrics to help you achieve the best results.  

1. Simplify Navigation 
   Ensure that your website’s layout is intuitive, making it easy for users to find what they need with minimal effort.  Think of your website as a well-organized supermarket. Just as you’d expect to find milk in the dairy aisle, users should be able to locate your “About Us” page or “Contact” information without playing hide-and-seek.

   For example, if a busy mom is looking for a new blender on your kitchenware website. She should be able to click on “Appliances” then “Blenders” and find what she needs in just a couple of clicks. No confusing menus or hidden categories 

   Pro tip: You can conduct a thorough navigation audit of your website to identify any pain points your customers might experience. Asking customers to fill out a simple survey will help you get data. You can also use session analytics to see pages with high bounce rates, which might be a sign of poor navigation.
    

2. Enhance Load SpeedOptimize your website’s loading time, as faster sites improve user satisfaction and reduce bounce rates. Have you ever tried to load a website and given up because it was taking forever? That’s exactly what we want to avoid. 

   According to an Unbounce report, nearly 70% of consumers say website speed influences their willingness to buy from an online retailer. 

   A fast-loading website is like a store with no lines – people are more likely to stick around and browse. Assuming a customer is researching vacuum cleaners during their lunch break. If your home website loads in 2 seconds, they’ll have time to compare models and even make a purchase. But if it takes longer to load, he might give up and try a competitor’s site instead.

   Pro Tip: Optimizing your images with tools like TinyPNG or ImageOptim before uploading helps improve page speed.  Large, uncompressed images are often the biggest culprits in slowing down websites.

   

3. Implement Mobile Design
   Ensure your website is mobile-friendly to provide a seamless experience across all devices. A responsive design is like having a chameleon website—it looks great on a big desktop screen, a tablet, or a smartphone. No squinting, zooming, or horizontal scrolling is required.

   A report shows that 68.2% of website visits come from mobile. Optimizing your website for mobile devices ensures you capture leads on all sides.

4. Use Personalization
   Personalization in marketing is like having a super-attentive sales associate who remembers your preferences and suggests items you’ll love. It makes customers feel valued and understood.

   You should tailor content, and product recommendations based on user behavior and preferences. This optimization tactic enhances engagement and reduces the number of visitors leaving your website without taking profitable action.

5. Provide Excellent Customer Support
   Providing excellent customer support is like having a safety net. Even if something goes wrong, knowing help is readily available can turn a potentially negative experience into a positive one.
   One way to ensure excellent customer support is by offering multiple support channels. Your website should have live chat, FAQs, and easy-to-find contact information to assist users promptly. You can also integrate forms for when they need to submit sensitive information beyond the scope of live chat.

   

What Are the Best Tools for Website Performance Analysis?

There are several effective tools you can use to monitor website performance. Here are a few we’ve tested

1. Google PageSpeed Insights: This free tool analyzes your website’s content and suggests ways to make it faster.
2. GTmetrix: This tool gives you a detailed report on your site’s performance, including load time and page size.
3. Pingdom: This service monitors your website’s uptime and performance. Think of it as a 24/7 guard for your site, alerting you to any issues.
4. WebPageTest: This tool allows you to run speed tests from multiple locations and browsers.
5. Lighthouse: This open-source tool audits performance, accessibility, progressive web apps, and more.

Remember, while these tools are great for DIY analysis, interpreting the results and implementing practical solutions often requires expertise. That’s where our Digitezz can help– we can conduct these tests, explain what they mean, and fix any issues to boost your site’s performance.

What are Some Vital Customer Experience Metrics to Track and Measure Website Improvement Efforts?

Optimizing your website for a great customer experience is one part of the job. You also need to monitor closely to ensure your efforts are effective.  Here are some key customer experience metrics to keep an eye on:

• Net Promoter Score (NPS): This measures how likely your customers are to recommend your website or business to others.
• Customer Satisfaction Score (CSAT): This metric tells you how satisfied customers are with a specific interaction or their overall experience.
• User Engagement: This includes metrics like time on site, pages per session, and bounce rate. It helps you understand the usefulness of your content and how visitors engage.
• Conversion Rate: This shows the percentage of visitors who take a desired action (like making a purchase or signing up for a newsletter). This metric helps you understand whether your offer is relevant or needs adjustment.
• Customer Effort Score (CES): This measures how easy it was for a customer to accomplish their goal on your website.
• Load Time: As we discussed earlier, this measures how quickly your pages load. It’s the digital version of how long customers wait in line.
• Mobile Usability: This tracks how well your site performs on mobile devices. It’s like measuring how comfortable your store is for the majority of your shoppers.

Hire Digitezz to Help You Create and Implement Strategies for Improved Customer Experience

Improving your website isn’t a one-time task – it’s an ongoing process of listening to your customers, analyzing data, and making changes. With the right strategies and tools, you can create a website that not only meets but exceeds your customers’ expectations. Ready to improve customer experience and sales? Book a free consultation call for a free website audit to get started.