Think about the websites you visit on a regular basis and the experience you have. What makes you repeatedly return to them? Now, think about any websites you have visited that just caused you to get annoyed with the experience. What is it about them that does not match your expectations?
Customers in this day and age have all the choice in the world now, and unless you are giving them the very best experience possible, the chances are they will move on to one of your competitors who is doing it better.
The challenge of creating a multi-channel experience that faithfully represents your brand is something that all organisations struggle with. As long as you recognise there is always room for improvement then, as with all experiences, the challenge can be broken down into manageable projects that will lead to success.
The initial challenge is understanding all the 'touch-points' for your customer and how your brand is represented - e.g. website, social media, in-store.
Do customers have the same experience at each touch-point?
Is that experience the best you can possibly make it?
The answers may be as simple as the colours of your brand, or more complex like the training you are providing your team.
By using analytical data and heuristic analysis, the team at ECH Digital will guide you through the process of understanding your own customer experience and help you answer these potentially difficult questions.
CONTACT US TO DISCUSS YOUR NEEDS AND FIND OUT HOW THE TEAM AT ECH DIGITAL CAN HELP YOU.