If you think about it, everything a customer can find about your business online is your digital storefront. It might not be the first physical thing they see, but often, the Internet is how people learn about your business.
Whether they’re searching Google or they see a Facebook ad, the Internet tends to account for several touchpoints between a customer and your business before they call or visit you.
But, is your digital storefront really that important, and is that first impression as important as the way you treat customers in person?
Having exceptional customer service is a must in today's digital landscape when customers can tell exponentially more people than ever about their experiences with your business.
But, you have to get them in the door or on the phone before they can become loyal customers. The best way to do this is to build and optimize a spotless online presence.
Here's what you need to know about your digital presence and how it entices or turns away potential customers:
So, how can you make sure the customer has a good experience with your business from start to finish?
The customer’s experience with your business starts the first time they hear about you, whether it’s offline or online.
And, the way customers find your business varies greatly, from a simple Google search to seeing a friend mention your business on Facebook or even just seeing your storefront while driving.
The next step for consumers is usually research.
Because we have so much information at our fingertips, we will look you up online to find out as much as possible. This means that if we’re making sure the customer experience is great from start to finish, the digital experience needs to match the way you treat your customers in person.
Your digital storefront, whether it’s the first thing customers see about your business or it’s the final touchpoint in calling/getting directions, is a direct representation of your business—for better or worse.
It’s time to take a look at your digital storefront and really see what it tells customers about you because the unfortunate truth is that customers will never give themselves a chance to receive exceptional service from you if they are turned off by your digital presence.
Here are a few components to your digital storefront:
Let’s make sure your digital storefront is an accurate representation of how great your business is in the physical world!
These are a few tips that will help you improve your online presence and bring in more customers.
Once you've brought in those customers, the next step is retaining them. So, let’s make sure your customer service is excellent so that you’re retaining loyal customers.
Here are a few tips to improve your customer service:
Follow these steps and you're on your way to a better customer experience, both online and offline!