Whether you're launching a new Web site or making enhancements to your current one, stop and think about how you can improve your site and make it easier for people to use. The customer experience is one aspect of Web development that often gets lost somewhere between the HTML and the FTP.
Clearly, there is difference between
what the website gives to it's customers
and what they actually want. Customers
want simplicity, but the web offers complexity.
Customers want service, but the Web offers
technology. Customers want to accomplish
their goal, but the Web offers complex
features. There is clear difference between
what customers want and what they get.
There is a widening customer experience
gap online
Bridging the customer
experience gap can lead directly to higher
revenues. on a shopping website, building
great customer experience makes it quicker
and easier for customers to buy, raising
the conversion rate.
Another way to value
the customer experience is by considering
the value of a single customer relationship.
On the negative side,
Ignore the customer experience and you
will pay the price. According to the research
every customer who has a bad experience
on a website tells 10 other people it
1. Online Customer
Experience Strategy
Customer experience scope is strategic:
In fact it's the most strategic issue
a business can work on. A company's strategy
should be directly based on the customer
experience. At Q-online we can help you
to bridge the Customer Experience Gaps
and develop the winning customer experience
strategy.
2. Identify
your customer goals
Before you build the right online customer
experience strategy, you must know who
your customers are and what they want.
We help you to
- Find out who are your target
audience?
- What do customers
expect from our website?
- Why should they return
to our website?
- How do they achieve their goals
on website?
- What features are they familiar
with, and how long do they want to spend
at our website.
- What Functions & Features
of website attract them to return to any
website?
At Q-Online we help you
to find the answers these important
questions and then build you the most
suitable strategy that supports to improve
and deliver wow customer experience
on your website.
3. Web development
to improve Customer Experience
The more you improve the overall customer
experience on your Web site, the more
you'll improve your order-conversion rate.
At Q-online our experienced web designers,
online research team and online marketers
work very closely to design the best solutions
and customer experience strategy for your
website. There are 100s of factors that
contribute to customer experience on website.
Actually in competitive industries customer
experience can only be achieved if you
pay attention to the detail. These customer
experience factors can vary from website
to website but there are few factors which
are the core of customer experience and
they must be dealt properly.
4. Quality landing web pages
We optimise your web pages for maximum
exposure, top ranking and to retain
the customers. We make sure that Title/Description
of your web pages describes your site
with products/services exactly it offers.
We make sure that visitors stay on your
website, once they click to visit. Relevant
& fresh content helps to meet customer
needs and improve customer experience
on your website.
5. Website navigation and search
functionality
If you expect people
to transact, you need to have a Web
site where customers can find what they
want. Make your site's hierarchy logical,
and base it on your customers' wants
and needs, not on your company's organizational
structure. Make it easy for consumers
to find prices and information about
products, payment methods, and return
and exchange policies.
At Q-Online our creative team fully understands
the customer needs and web features that
make an impact on experience visitor get
on any website. We work on your website
navigation and make sure it brings the
core web pages to the visitors rather
then visitors dig into your website to
find the web pages.
6. Shopping Cart
According to the Research nearly half
of e-customers abandon their virtual shopping
carts without making purchases. Actually
it’s the shopping cart, which is
the biggest obstacle on website due to
the technology, script or layout it requires.
Shopping cart usually comes down to frustration;
Customers get aggravated and exit their
transactions.
At Q-online we help you to determine
these points of frustration and fix them.
So most of visitors not just complete
transaction but also keep returning to
your website.
7. Product Information
Consumers don't like surprises when they
shop online. They want to learn about
products before they buy them and see
the total taxes and shipping and handling
charges before they complete the transaction.
At Q-Online we work closely with our
clients and advise them to build informative
web pages and content that educates visitors
about the products and services they sell.
We keep an eye on visitors and let you
know what they look for when they visit
your website, where do they quit an why.
8. Frequently Asked Question
Provide an immediate answer to some
of their more straightforward questions
on your website so visitors don’t
need to write you an email and t hen
wait for your reply.
Feedback – We also help you to
develop the criteria that can assure customers
get their reply quickly. People who write
email to enquire your product or services
are actually interested in buying it but
with slow reply you can loose them forever.
9. Website speed
The most important
factors that build or kill the online
experience is the speed of website itself.
Again our technical team can help you
to put the balance into your website.
The customer experience is not a one-time
event. After the online customer experience
strategy is implemented, its essential
to continually monitor and improve the
experience. Keep an eye on customer emails
and response without any delay.
We strongly believe that building a great
customer experience is not an event but
a continuous process that should always
remain in process.
