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:
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.