Small changes, BIG impact. Here’s how….

Ensuring customers have a frictionless online experience is essential. Checking and improving all the key details can be time-consuming but it is critical to ensure your customers have a great experience and come back again and again. 

One of my clients in the automotive industry asked me to create a plan to improve the online retail foundations for their top products across three of their priority retailers.

✅ We agreed on the focus retailers and top 30 SKUs then conducted a full audit of the customer experience from external search, through to their site, the purchase journey on the website and then the customer experience post-purchase.

✅ Establishing both a short-term and medium-term marketing plan, we built out an easy-to-follow matrix on the areas we needed to solve immediately and the assets and tools to fix the gaps we found fast.

✅ Focusing on improving dwell time on detail pages was essential for the immediate term, with other elements like enhancing with local content, increasing the volume of reviews, email content, and SEO all forming part of the medium-term goals. 

I believe that the sum of all the small optimisations, although time-consuming, makes an enormous difference to customer satisfaction and advocacy for brands. 

🥇 Being customer-centric must be the number one priority and if you are not operating to make your customer’s experience frictionless then you risk losing them to someone else who is.

If you want a fresh view on optimising for customer experience then contact me to find out how we can work together on your next project.