The second a customer clicks onto your business’ webpage, they are on a user experience journey. To be really effective, you have to regularly ask yourself: is this the best possible for my customer?
What is a user experience journey?
‘It can be defined as all interactions that customers have with a company’s brands. Products or services across all touchpoints and channels.’
It is also known as:
- Customer/Buyer journey
- Content experience
According to Salesforce research, there is a definite relationship between mapping the customer journey and being a high-performing marketer. In fact, in their survey, they record that 88% of high-performing teams. View a customer service journey as being important to the success of their marketing.
Did you know:
- 87% of UK customers have bought at least one product online in the last 12 months.
- By 2040 it is thought that 95% of purchases will be facilitated by e-commerce.
- 70% of the buyer’s [online] journey is complete before a buyer even reaches out to sales.
- Half of shoppers spend at least 75% of their total shopping time conducting online research.
And the key reasons consumers will switch devices or give up on content altogether?
- Images won’t load
- It takes too long to load
- Content is too long
- The content is unattractive in its layout or imagery
How to deliver excellent user experience journeys?
- Research your market rigorously to develop a thorough understanding of your customer.
- Be specific: your customers’ user experience should be reflective of their thoughts and goals in accessing your website.