Digital customer experience involves a handful of key components. It’s worth asking for help to identify the issues you’re not finding, but there are also some rather basic steps you should take to create a positive experience for your customers: 1. Understand Your Customer’s Needs To create a good digital customer experience, you need to understand their needs, preferences and pain points. Conduct some research, collect feedback from your customers and use that information to gain insights into your customers’ behaviors and preferences. 2. Simplify The User Interface Your digital platform should be easy to navigate, and the user interface should be simple and intuitive. Eliminate clutter and streamline the design to make it easy for customers to find what they are looking for. 3. Personalize The Experience Use customer data to personalize the site experience for each user. Having to fill in the same information many times can deter customers from returning. 4. Optimize For Mobile Devices More and more customers are using their phones to access and purchase from digital platforms, so it’s essential to optimize your platform for mobile use. Make sure your website is mobile-friendly and pleasing to use on smaller screens. Graphics should load quickly, and text should be easily readable. 5. Offer Multiple Channels Of Communication It’s important to provide customers plenty of options to get in touch with you or easily find the answers they seek. Chatbots, email addresses, social media handles, phone numbers and wellwritten FAQs can help people navigate or answer simple queries. Make sure you respond promptly to customer inquiries and provide helpful and relevant information. By implementing these steps, you’ll create a positive digital user experience. You’ll do your customers a favor rather than hoping they’ll just be nice when pointing out all the issues with your site. DiNicola is the digital transformation manager at PPAI. PPAI: 111248 | ASI: 35375 | SAGE: 50327 | UPIC: ACCENTS | DC: 101273 Made & Printed in the USA Quick Turn Arounds Low Minimums www.americanaccents.com | 888.287.7883 Scan for pricing! •Perfect for door-todoor campaigning •Made from renewable resources •Choice of 12 or 24 pt. cardstock material •Digitally printed with 4-Color process 50 piece minimums! HANG TAGS Multiple shapes & sizes available! Innovation | Voices PPAI • JUNE 2023 • 39
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