5 Ways To Boost Customer Experience In The Conversion Phase
Guest post from Samantha Clark
Jan 07, 2022 | 0 comment
How can a business effectively stay ahead of its competition in an online environment? Of course, there are many answers to that question. But one of them is to address customer experience in the conversion phase of the customer journey. This is the path we will discuss today.
First and foremost what you have to think about are your customers and how to keep them happy. That means you have to ensure that the conversion phase in the customer lifecycle goes well. If your customers are unhappy with their shopping experience, they will turn elsewhere – simple as that.
The good news is that a whopping 86% of buyers wouldn’t mind paying a bit more for a quality experience. This makes it all the more important to interact with them in ways that make them feel special, making your business a natural choice for them. Also, they are suggesting businesses should speak to customers in their language.
Want to connect better with customers?
Speak to customers in their language, not yours.
In today’s episode, @jenniferlund talks to Text Doctor, @christinecalvert, to get some insight on exactly how to do that.
— SuperOffice (@SuperOfficeAS) February 4, 2021
But doing this is easier said than done. This is why we outlined five useful strategies to boost customer experience in the conversion phase.
5 Strategies For Increasing Website Conversions
So what can a business do to improve its productivity and drive conversions? Here are five ways to enhance every visitor’s first impression and your business’s conversion rates.
1. Offer a Guarantee
Regardless of how much you assist your customers in visualizing the products, an online shopping experience will always carry some risk for all consumers.
Addressing the perceived risk of your consumers is essential to minimize their questions. That can also help them trust in your brand and buy items with more confidence.
Often, one of the most influential factors in a customer’s decision to not purchase something is “risk aversion” – the need to avoid a possible loss. And this perceived risk, in many cases, is a financial one.
So how can you convince a customer to purchase your products?
What if the customer doesn’t like the products they bought or can’t figure out how to use them? Even minor purchases carry the risk of “consumer’s remorse,” and to overcome this objection from the beginning, you can offer a secure money-back guarantee.
A strong satisfaction guarantee can not only help you remove that risk but also dramatically affect your conversion rates. Just remember to go beyond the generic money-back guarantees to reassure your prospective customers better.
2. Provide Discounts and Coupons
Today, customers look for deals and value for money. So, entice them to buy from you by providing coupons, discounts, deals, and specials (buy 2-get-1, optional gift wrapping, etc.).
These freebies appeal to new and existing customers and change their purchasing behavior.
These small deals are powerful enough to help you track what they purchase and which offers they have redeemed. That way, you can better segment and target them in your upcoming marketing campaigns and ensure their loyalty.
People also love coupons and discounts: they save money and help them believe they can access something limited and exclusive.
Some ideas for offering promotions and deals include:
- Developing email drip campaigns that reward the subscribers to access their inboxes with exclusive offers
- Leveraging your business’s social media platforms to run ads
- Promote low-stock items
An effective promotional campaign inspires people to share. And when friends and family suggest the deals, people are more interested as the news comes from individuals they trust and know, instead of advertisements from unfamiliar brands. It will also entice them to redeem the offer while sharing it with others.
You can leverage a tool such as a paystub generator to manage your finances efficiently and accordingly. This will help you generate your paystubs conveniently while letting you set your financial goals as planned. Also, it will enable you to determine and manage cash flow in your budget.
3. Include Customer Reviews
Reviews and testimonials make your brand credible in the visitors’ eyes – especially those who interact with it for the first time.
This social proof is necessary since it acts as a psychosomatic phenomenon, making individuals believe their actions are “correct”. So, it is vital to convert your prospective clients.
According to BrightLocal local consumer survey for 2020 91% of the customers online (18-34) consider reviews equal to a personal recommendation. Also, a report by ReviewTrackers says that 94% of consumers say a bad review has convinced them to avoid a business.
Social proof is real 👏
— ReviewTrackers (@reviewtrackers) December 15, 2021
If you are inclined to delete bad reviews – don’t. They can be used to your advantage. How? Check out our guide: 16 ways to turn your negative online reviews into marketing gold.
Also, ensure that you use authentic reviews and only credible review sites. According to the mentioned ReviewTrackers report, 60% of consumers prefer Google for reviews, and a staggering 88% of all reviews are coming come from only four review sites. Use this data and focus on top directories.
Testimonials and reviews encourage site visitors to take action, increasing your conversion rates.
4. Offer Free Shipping
Free shipping is one of the key purchasing factors for consumers buying online.
A survey by RetailMeNot found that consumers would rather get free shipping over expedited shipping. This, to some extent, correlates with Shopify research from June 2020 where 62% of customers classified free delivery as a differentiator when choosing where to buy.
Shipping options play a vital role when it comes to online shoppers’ decisions of where to spend their money:
- Free shipping incentivizes the customers to buy by wrapping all their costs into just the price of the items they purchase
- By offering various shipping options, you can capitalize on the thriving e-commerce experience for generating revenue streams via increased conversions and sales
- Abandoned shopping carts at the checkout increase when customers get dissuaded by additional shipping charges. Therefore, maintaining steady cost from the product pages to checkout augments a customer’s probability of following through with the buying
5. Improve Customer Retention
Multiple research is saying that it is way more cost-effective to retain existing customers than to attract new ones.
Kissmetrics that one of the main reasons businesses are losing customers is poor customer support. This is why you need to be available and help your customers in all phases of their buyer’s journey. Having your contact info available increases the chances of conversions and builds trust. It can also generate revenue as customers might need assistance or have pre-sale questions to complete their transactions.
Regardless of how perfect, well-marketed, and suitable your products are, if customers feel that your business isn’t concerned about them, they will go for a brand that is. So make sure you reassess how reachable your team is.
Boost Customer Experience In The Conversion Phase
The bottom line is seeping into your customer’s brains at different stages in the lead funnel. This can help boost customer experience in the conversion phase and drive more conversions with minimal effort.
The sales tips provided here should be sufficient for you to start thinking about how you may leverage the power of the human brain, especially when it comes to crafting an effective digital marketing strategy for one’s business.