According to a recent McKinsey post, digitization of everything was moving at a brisk pace prior to the Pandemic. The current need to virtualize so much of how we work, live and learn has simply sped up the digitization trajectory.
Your website is often the first point of entry for a consumer into your brand’s ecosystem. How does your website deliver in a world where distancing and virtualization have already changed consumer behaviors?
All of this starts with an experience on your website and conversion events that lead to a sale. Business professionals know this, of course. But Covid-19 has disrupted the status quo. How does that change the way your website needs to engage consumers or businesses you serve? Here are five ways McKinsey suggests that you can improve a buyers’ digital experience given the changes we are already experiencing.
- Improve the self-service options you already have. For example, on websites, ensure buyers can readily find information, compare options, make purchases, and receive service without live support from sales reps for less complex needs.
- Rapidly fix what’s broken on websites and mobile apps. Watch for technical issues in real time and resolve them as they appear. Such no-regrets moves could deliver incremental revenue and improve the digital experience in ways that promote increased loyalty.
- Keep the human touch for complex interactions. Have your sales reps on call to support buyers by phone, videoconference, or webchat, whenever they need it; a 24/7 or 24/5 live presence can be especially meaningful when remote interactions are the only options.
- Think like a consumer. Ensure any e-commerce channel provides a B2C-like experience for every product or service, whether a new purchase or a repeat order. Link e-commerce sales goals to your overall sales targets and incentives systems. Be willing and able to double-count credit when customers interact both digitally and with sales reps.
- Measure your progress. Are you a primary or secondary supplier? What is your churn rate, loyalty score, rate of customer satisfaction? Does your performance vary between digital and in-person interactions?
Please get in touch if you’d like to let us provide a Website Wellness Assessment. It’s complimentary for two months so we can provide our clients with an extra set of hands and possibly a fresh perspective. It’s a good time to rethink the ways in which your website helps connect and convert to generate revenues and growth going forward.