Now more than ever before, this digital era has created a competitive landscape where only the best products win. Whether you run an online gaming website such as a Book of Ra or sell clothes, it’s vital to pinpoint frustrations in the online experience, fix it, and even turn it around into conversions.
Statistics show that 68 percent of customers abandon brands because of being frustrated with the treatment received. Further, 78 percent of people bail on an intended transaction as a result of a poor experience. So, what are the drivers of customer frustration? Can you identify broken experiences now and predict them in the future to prevent them ahead of time? If you are dealing with an irritated customer, you will want to do your best to resolve the situation and have them stick around and become loyal clients. In this post, we explore what you can do to turn around customer frustration and instead drive consumer loyalty. Let’s get started.
An Above and Beyond Approach
When it comes to the ratio price to customer service, the customer service value is way more than the price. Humans make decisions based on how they feel. In fact, 86 percent of buyers justify spending more for a remarkable experience. As you can see, consumers are already beginning to shift their spending to businesses that provide great service rather than wasting time on companies that frustrate them. Here’s what you can do to alleviate customer frustration.
Don’t Shy Away from Asking for Feedback
Take time to ask your clients for feedback on how you could have handled the situation better or avoided it from happening in the first place. Feedback provides crucial insights from consumers. It also lets them know that you value their perspectives and are willing to do everything possible, moving forward not to repeat the same mistakes. If you are hoping to turn frustrated clients into loyal customers after an unpleasant encounter, it’s super important to show them you are eager to change the situation.
Reacting promptly shouldn’t be mistaken for reacting without thinking. If a person is annoyed with your business, making them wait will only aggravate the situation. That is why it is imperative to respond fast to your clients at all times, especially after you have messed up. A customer problem creates an opportunity to create loyal clients. In fact, 94 percent of consumers said they would purchase again from a business that painlessly resolved their issues. Addressing customer complaints quickly when they are upset will reassure them that they are actually valued and important, which gives them a reason to still stick around.
Why Do Consumers Get Frustrated Online?
It’s simple: A single customer is trying to buy something or learn something, but he just can’t do it. And as an e-commerce business owner, such struggles present opportunities for your clients to disappear. And the worst part is, the internet has enabled your competitors only to be a search or a click away. That is why knowing, identifying, as well as eliminating the root of consumer frustration is vital for success.
Some of the biggest causes of bad user experience include:
- A dated, clunky, or dysfunctional website
- Slow service
- Poor quality of products
- Unfriendly and rude staff
- Lack of transparency
- Failing to keep up with customer expectations
- Not valuing consumers’ time
Customer Journey Roadmap
It goes without saying that your clients are the bread and butter of your business. Today, e-commerce companies face increased competition for consumers’ attention, making the importance of stellar customer experience critical now more than ever. The customer journey is the whole experience consumers go through when interacting with your brand.
Rather than just concentrating on the part of the experience, a customer journey gives you insight into the complete customer experience. That way, you can identify the weak spots, including frustrations people face when dealing with your business. Then, come up with and implement strategies to improve the experience.
Why Do You Have A High Bounce Rate?
If you’re experiencing a high rate of customer bounce, there’s a high likelihood that your website is not doing what it ought to. It means users are not finding what they are searching for on your site and are frustrated. The best approach is to see this as your chance for improvement. Perhaps your unattractive web design could be causing people to leave. A font that is not easily readable and small texts all present obstacles, and potential customers would rather go away than work hard to find what they’re looking for.
Some of the questions you need to answer are:
- Is my website mobile responsive?
- Is my user experience intuitive?
- Do I have a clear and obvious call-to-action button?
- Do I have well-written, accurate, informative, and engaging content?
- Does my site have a fast load time?
If your answer is no to any of these questions, work on making the appropriate changes to enhance the user experience, for instance:
- Improve the load time of your website.
- Make sure your content has correct grammar and is highly readable.
- A/B test your website to know what works best.
- Make your CTA buttons easy to find and understand. Usually, customers bounce when they don’t understand a product.
Remember to benchmark your competition as well. Research and find out what they’re doing that’s working for them. Then compare their website to yours, and make the necessary changes to ensure you improve the user experience while staying ahead of the curve.
The Bottom line
In a world where consumers have so many options, it’s no longer enough to treat your clients the way you’d like to be treated. The key is to understand customer needs, treat them the way they love to be treated, and enhance their experience whenever they interact with you. That will keep your customers happy and keep them coming back. We would like to know how this post has helped you turn around customer frustrations into conversions.
Thomas Glare has been running his own data analytics company since 2015. Most of his clients, among which is Coinmaster Spins, are small businesses looking to improve their numbers. This has given him a lot of experience with data involving customer analytics. Thus, he has garnered an in-depth knowledge of how customers think. Thomas likes to write such articles and help other businesses around the globe find answers to questions they didn’t even know they had.