In this digital world, it is easy to reach your potential customers with your products or services, but it is often hard to convert them into loyal customers. Be it offline or online, every customer does their own research before purchasing anything. If you want to know how to convert customer frustration into conversion, then read on!
When products were not sold online, people used to collect reviews from their friends or family. But now, with the digital evolution, finding reviews online has become an extremely easy task. When a customer searches for reviews of a product, studies show they are interested in buying the product. The report is true for around 82% of visitors that visit review pages.
This shows that customers these days believe what others have to say about a product. That is how they decide whether or not they will invest in the commodity. To make sure that your potential customers actually buy from you, it is very important that you track the customer journey and provide good customer service. So, delve into the article to know how to increase the rate of customers for your business by converting their frustration to conversion.
What are the Reasons for a Bad Customer Experience?
Although there are a lot of reasons for bad customer experience, the major ones are as follows:
- Your brand is unable to cater to customer needs.
- The customer service isn’t properly replying to all customer queries.
- Every process is computerized, and there is no real human guidance.
- Your brand makes your customers wait really long.
- Staff behaves rudely with customers.
- Your brand’s service is not customized.
These are a few reasons why your potential customers might be frustrated with your service or products. If you’re trying to find out more reasons, then try and think of the last time you were frustrated with a brand and ask yourself why? Is your brand taking care of the same thing that frustrated you?
This will help you know how to map your customers’ journey and help them achieve a better experience with your brand.
Why is it Important to Map The Customer Journey?
Knowing your customers’ journey is very important for improving your services or products and providing them with the best value. When you map the buyer’s journey, it is possible that you could correct the mistakes in your service before they occur again.
Mapping the buyer’s journey will help you give your buyers a better all-around customer experience and also make them stick to your brand, thereby increasing your profit. When you understand your business better, you learn to pinpoint your mistakes, which helps you fix them sooner in the future. This overall process will help you gain a bunch of loyal customers who will trust in your brand and buy from you repeatedly.
Remember, when buyers invest in a product or service, they not only buy a particular item but also invest in the customer service. Proper customer service is capable of bringing huge profits because it helps in building trust for the brand in the heart of a buyer. Improve your customer service by paying proper attention to their problems and helping them to solve them.
After customers buy a product from you, ask for their opinions on the service or the product, the problems they faced, and the things they would want you to improve! Upgrade your services or products according to the feedback and try to avoid making the same mistake again in the future. This will help your buyers understand that you value their opinions and care about them.
Boost Conversions By Keeping Your Customers Happy
Most businesses believe that they make around 75% of their customers happy, but sadly it isn’t true. When you go and ask every buyer whether or not they are satisfied with your service or product, you will get mixed reviews. Don’t let negative reviews make you disappointed, you should rather work on those negative points and fix them. When you put proper efforts into fixing issues, you will gain more conversions.
Another great way of clarifying what can make your buyers happy is by researching the proper competition in the market. When you visit the site of other competitors in the market, note down the things working for them and the strategies you’re missing.
The last but not the least way to understand customer needs is by tracking the visitors in your business funnel. Keep a note of the people who are visiting the landing page of your funnel but are not reaching the thank-you page. See how much time they are investing in your funnel and why they aren’t buying from you.
We hope that this article helps you know how to convert frustrated customers to conversions. Try to identify the mistakes, improve your funnel, write better copy, and then see what works out the best for conversions. Fix the problem soon to win more happy buyers. Also, pay equal attention to the after-purchase services provided by your brand. When all of these things are done right, you can gain new conversions consistently.