Businesses are always on the lookout for effective ways to improve customer experience, but sometimes, you should also look at the smaller details.
One part of the customer experience you need to focus on is product experience (PX), which refers to how your customers feel when using your product. Even though they’re tied together, PX is often overlooked, even though it has a lot of benefits and can improve your conversion rates.
So if you want to see those sales go up, you need to focus on improving your product experience and conversion rates. And here is how you can do that.
Have efficient onboarding to improve the product experience
If you’re selling a service or a product that requires a learning curve to use, you need to think about how you’re onboarding new users. This will be the first interaction your customers have after purchasing your product or service, and you want to make a good first impression.
You start creating your product experience from day one. Unfortunately, most business owners put user onboarding on the backburner because they think that once the customer has purchased the product or service, their work is done. However, this is how you create a bad product experience.
Try to remember the last time you needed a tutorial, walkthrough, or an explanation on how something works and you didn’t receive it. You probably felt frustrated and as if you wasted your money, which is how your customers will feel without efficient onboarding.
You don’t have to make this process long and grueling. For most products and services, it’s enough to create an interactive product tour that will show the user how it’s used and quickly lead them to the realization they need. And if possible, make the journey fun and interesting for them.
Remove unnecessary form fields to improve conversions
The average website conversion rate is only 2.35%, and there are a plethora of reasons for such a low number. One big reason why website visitors decide to opt out of a purchase is that they come across a confusing checkout process with too many form fields.
Creating a form where you ask for too much information will only scare off potential customers who don’t want to waste their time. So, remove all of the fields from your forms and leave only those that are necessary.
However, don’t make the mistake of removing too many form fields. There is some information you will need for various reasons, whether it’s for following up, improving your website experience, or getting important information. The ideal form is short but its fields each play a critical role.
However, long and drawn-out forms are just one of the reasons why you might be seeing low conversion rates. If you want to make sure you get to the bottom of each problem you have with conversions and solve them, you can hire a cutting-edge conversion rate optimization agency whose experts will solve these issues for you.
Leverage customer feedback to enhance the product experience
Customer feedback is one of the most important assets you will ever receive because your customers will tell you how they want you to improve their product experience. There won’t be any need for guesswork; simply ask for their feedback and listen to what they have to say.
When creating questionnaires and surveys, think about what you could ask that will show you what your product experience is missing. Don’t make the surveys too long and don’t forget to include questions with open-ended answers so customers can voice their opinion in detail.
And don’t forget about unsolicited feedback. Go online to see what your customers are saying about your products on online review websites and social media. By doing this, you can find opinions that are more honest than those you get from surveys.
Keep in mind that you probably won’t like all of the feedback you get. However, listen to the negative feedback, because that’s the only way to know what your customers want to see in your products.
Use social proof on your website to improve conversions
The social proof you have on your website in the form of customer reviews and testimonials will have a big impact on your conversions. Most people won’t do business with a company that doesn’t display social proof and as much as 94% of consumers have avoided a company due to a bad review.
Social proof is a great way to establish trust with your website visitors. Show them your products have already been bought by other people and have gotten amazing reviews. This will help website visitors make that purchasing decision.
If you’re just starting out, it’s going to take a while to get reviews, so don’t be afraid to ask each satisfied customer to leave a review or testimonial and offer an incentive in return. Also, make it easy for everyone to voice their opinion and give a rating from one to five stars.
Final thoughts
Every business owner wants two things – to sell as many products as possible and provide their customers with a great experience with the product they bought so they come back for more. If improving product experience and conversion rates are among your business goals, the tips you just read about should help you.
Founder Dinis Guarda
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