Why a Great Online Customer Experience = Customer Retention

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Currently, there are 7.9 million retailers online. This does not take into consideration businesses with niche services and not physical products. With numbers this big, it becomes increasingly difficult to stand out as a brand online. You can run paid ads and big campaigns to get traffic to your site as part of your mission to acquire new customers but what if they land on your site but don’t take further action or come back again? One of the key customer retention strategies is ensuring your site’s user experience is up to scratch. Here’s why. 

Online Audiences Enjoy Convenience

The majority of businesses are marketing to a generation of people who seek instant gratification — they see something they like and they want to get it as quickly as possible. The less effort they have to put in to get what they want, the better. Your online customer experience needs to consider this, especially if you’re in eCommerce. As part of Fiverr’s advice to businesses looking to improve their online customer experience in 2021, they suggest things like making checkout faster and easier. “The fewer steps customers have to take to finalise their purchase, the less likely they are to abandon their cart,” the article notes. 

Online Audiences Like Familiarity

Considering that 30% of people would rather purchase from a site they’ve purchased before, a key customer retention strategy is making every actionable part of your website as seamless as possible. If they already know how your site works — including how to make a purchase, enquire about a service, or get support if it’s needed — it’s highly likely that you’ll be their go-to for your specific offering. 

Remember to Nurture These Audiences 

What many businesses fail to do properly is nurture their customer base. One of the most important customer retention strategies is to take care of the people who, essentially, take care of you — they’ve given you repeated business and are more than likely spreading the word to others, helping you grow. Tailor your messaging, send them offers, and make sure you let them know that you appreciate their loyalty. 
Creating an enjoyable online customer experience is not as easy as it sounds. It requires specialised insight from those who have built and designed successful websites and apps in the past. Thankfully, you can find those people right here! Head over to our freelancer area, post a project or let us know if you’d like us to advertise a job on our social media.

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