5 Digital Mistakes Causing Companies to Lose Customers
In the digital world, software development, SEO, UX, and strategic marketing should work synergistically. None of these departments should be blind to the needs of others.
Naturally, each will pull in its own direction, but it is essential to remember that a well-conducted business analysis process will reconcile all needs during the website or mobile application development process and support its growth.?
In this article, we will present five mistakes in the digital realm that cause companies to lose customers.
? Poor User Experience (UX)
Non-intuitive navigation, long loading times, unclear layouts, or lack of responsiveness on different devices can frustrate users and lead them to switch to competitors. The worst thing we can do is discourage the user through lack of logic. When designing applications, personas should be created, characterized, identify the most important elements for them, and create proper purchase paths that should lead the user to a simple and quick checkout.?
? Lack of Personalized Communication
Customers expect personalized communication and offers tailored to their needs and preferences. Lack of consistent customer-based messaging is one of the main problems for brands worldwide. The message "We" still dominates, forgetting to:?
??Identify the problem affecting their customers (here, note that the problem may exist, but our customers may not be aware of it).?
??Present the benefits of solving this problem.?
??Based on specifics, indicate the expected result desired by customers.?
??Mention how this can be achieved through the offered solutions.?
Customers want to feel noticed; the absence or mistakenly sent campaigns with incorrect or lacking personalization often end with the customers not wanting to deal with the company.?
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? Neglecting Content Marketing
In today's digital world, added value is crucial. Companies that neglect creating valuable content and sharing it with their customers through blogs, articles, videos, etc., may lose customers to competitors who offer more engaging content. However, one very important BUT here: it is essential to remember that education is an action that should lead to sales. Therefore, when planning an educational campaign, the sales aspect should always be included. It must be well thought out but always present. What's the point of building a great relationship with a potential customer if we miss the moment when they were ready to make a purchase and choose the competition, which was more aggressive??
? Inadequate Presence on Social Media Platforms
Many customers use social media as the main channel of communication with brands. Companies that are not active on the appropriate social media platforms not only miss the chance to reach their target audience but also may give the impression of being uninvolved or outdated. An additional element, often underestimated by brands, is industry rankings. Everyone knows how it works; everyone suspects that sometimes rankings may not be objective, but five stars always calm us down. It makes it easier for us to make purchasing decisions.?
? Lack of Responsiveness and Customer Service
In the digital age, fast and efficient customer service is expected on various communication channels such as live chat, social media, or email. Companies that are not responsive or offer poor-quality customer service may lose customers who seek more engaged and helpful companies. A very important aspect is the communication between the first line of support and the technical and support department. This ensures that the problems reported by users are quickly and smoothly implemented.?
The above points show how to approach digital projects, application design, but also their implementation and support during daily activities in a cross-sectional manner. Marketing support as well as purely technical support in the form of IT support and maintenance and monitoring services.?
?Here are some practical tips: