Things change fast in the world of digital, as we now see more than 90% of Internet users relying on mobile devices to browse the web every day. This means at any given time; more than 3.3 billion people could visit your website via smartphones or tablets. Despite this reality, mobile is often an afterthought and as a result a brand’s desktop and mobile experiences don’t match. A real ordeal for customers!
Brands must work hard to optimize the customer experience for mobile as there is nothing worse than losing a customer due to bad user experience. It’s critical to make sure the mobile site or app is both useful and intuitive, since one extra click or extra hurdle can impact the customer experience considerably.
We have put together 5 mobile design best practices that businesses must follow to maximize the impact at each stage of the customer lifecycle:
First impressions matter. Companies should focus on making the first mobile interaction, whether it’s a website visit or a brand app, as seamless and enjoyable as possible for the customer. Here are a few ideas to get the customer closer to your business:
Despite the limited space, the amount of content exhibited on a mobile interface is similar to a desktop or a laptop screen. However, this leads to navigation issues which in turn hampers user experience. To combat this potential problem, it’s critical to insert a clearly visible and quickly recognizable “search box.” For many, a search box is paramount, because customers are using the search as the navigation on a site or app. Though a small component of a website, this simple functionality can help users find relevant content through specific keywords or phrases without navigating the entire website, substantially enhancing the usability of the site.
A few useful features to make the functionality even more powerful and beneficial:
Using location-based information empowers brands to customize their communication by region, city, zip code, or even specific GPS coordinates. This data can be used to display ads, relevant content, promotions, or coupons to customers according to their device locations. Demographic, psychographics, and past purchase behavior can be paired with dynamic real-time data such as weather and traffic to create highly customized and timely messages.
One of the best illustrations of leveraging geolocation data is an online food delivery app that enables a user to view the status of their order and track the location of their food during delivery. Another popular example includes the wildly successful game Pokémon Go, which works on Augmented Reality and relies on geolocation. The game creates an interactive experience by placing virtual “objects” in the user’s physical location.
Let’s consider the retail industry and highlight a few examples that how geolocation can sweep their marketing and advertising:
Mobile pages that show “intrusive interstitials” (a term given by Google to popup ads) provide a poor user experience as compared to pages with directly accessible content. Popups significantly detracts visitors from finding the content they are looking for. To discourage sites from adding popups, in 2017, Google created soft penalties by decreasing the search ranking for these pages.
Image Source: Google
However, interstitials used responsibly can enhance an experience and are not be affected by Google’s new regulations. For instance,
Image Source: Google
Image Source: Google
Every company struggles with deciding what’s essential to delivering an exceptional mobile experience and how to help customers satisfy their needs quickly and smoothly. Marketing may want to add a new sharing widget on the home page of the site, while sales asks to build a live chat box, and leadership finds a pop-up to promote an upcoming webinar to be crucial to the website. The key here is to make intelligent compromises and always make sure that you are delivering what the customers want.
A customer feedback management system plays a crucial role in keeping your company in tune with the customers. In the end, all you want is to align your customers with your business goals and enable them to do business with you. So, make it easy for them to meet their needs when they are on your mobile site, and they'll keep coming back.
Digital transformation is certainly taking the world by storm these days. With a myriad of activities and aspects associated with digital transformation, customer experience acts as a key component. In fact, most of the digital initiatives surface from pain points, business/innovation needs and growth imperatives on the customer side of the business.
The insurance industry is facing enormous pressure as digital transformation is fundamentally changing how insurers’ operate. Customers are now much exposed to the social media than ever before and have plethora of comparison sites to compare policies and premiums before making any purchase.
In today’s hyper-competitive economy, it has become an imperative for companies to focus on delivering data-driven customer experiences. According to Forbes the benefits are wide-ranging, including revenue generation and cost reduction, as well as enabling process efficiencies and quality improvements. Data-driven CX leads to a more targeted and personalized approach for a specific set of customers and enables organizations to keep the interactions consistent across different touchpoints, provided all functions and LOBs are willing to align, first conceptually