Scaling Customer Experience

Scaling Customer Experience

Many companies are looking for the secret behind scaling their business. Scaling customer experience is one way to boost your bottom line and generate more loyalty from your customers. The important thing to learn is how to measure digital customer experience through conversion rates and overall satisfaction. 

If you are having a hard time getting a return on investment and need help scaling your customer experience, here are a few tips to help you get started. 

Understanding the Customer

When someone shops with your company, do you know who they are or what matters to them? If you want to know how to measure digital customer experience, part of that equation is to understand the profile of your average consumer. You should know important things about them such as: 

  • Their gender, age, family, status, job, personality
  • Their desires, triggers, or motivations
  • What they feel good about buying
  • When they buy
  • What they think about your competitors

Customer experience is important if you want to grow and scale your current business. Your shoppers have a unique goal in mind that has led them to your website or your storefront. When you understand who they are and what they are looking for, you have a better chance of closing a deal and increasing your bottom line. 

Scaling Digitally

Because many people are still hesitant to head back to a physical retail location, the best way to scale is with a user-friendly digital platform. This allows customers to interact with the brand from their homes without concern for health and safety requirements. 

A company that wants to scale should consider integrating digital processes into its customer experience, allow clients to book appointments with you for one-on-one assistance directly on the website and make your goods and services available online whenever possible. 

This might mean a dramatic shift in your business model, but the pandemic has changed the way retailers interact with their customers. Customers want a centralized experience where they can interact with you comfortably and safely so it’s important to integrate all of your outstanding customer experiences into your website. 

Conversion Rates and Strategies: How to Measure Digital Customer Experience

Once your company is ready to capitalize on the return on investment in digital platforms, you will need to enroll in digital marketing. This will help more customers find you than ever before and can significantly impact your ROI. 

Many eCommerce giants have higher conversion rates with their customers. For example, Amazon boasts an impressive 13 percent conversion rate. However, your conversion rates will likely vary based on what industry you are in. Arts and crafts, health and wellness, and pet care tend to have higher conversion rates than other industries.

One way to boost conversion rates is to allow customers to place their orders online and pick them up at your retail location. That way, they don’t have to worry about as many health and safety standards while shopping. It also allows them to receive their products much sooner than they could through shipping or online-only ordering. 

It provides a luxury service for consumers who love your brand but are hesitant to spend much time in a store. This type of concierge service has grown quite popular in light of the pandemic.

Digital Marketing Is a Necessity

If you want to boost your brand and scale your customer experience, enacting a digital marketing strategy is essential. This will put your brand in front of more customers. The right strategy can even help to improve your overall conversion rates, regardless of what industry you are in. No matter how big or small your business is, you should consider digital marketing a necessity. 

Joe Cantu

Joe is a digital marketing strategist and media buying/planning leader with 13+ years of expertise in marketing strategy and program management, omnichannel campaign delivery, brand building, data analytics, and customer experience/UX optimization. He has helped drive growth for industry-leading clients, including F500/F100 firms.