A report in 2020 stated that a majority of companies’ focus in 2020 was on improving the customer experience.
With almost everything online, it’s important for businesses to figure out ways to improve the customer experience. They need to figure out how to improve the customer experience on their website, through emails, social media, and more.
The digital experience can only enhance the overall experience of the consumer, influencing them to buy from your businesses.
This is why your business should consider a digital experience score. It’s a metric to measure the customer experience on your website.
If you’re unsure of the value of the digital experience score, here’s a guide that can help provide a deeper understanding of how it works for your business.
Table of Contents
What Is the Digital Experience Score?
The digital experience score or DXS is the first metric that can be used to measure a customer’s experience on your website and on your apps.
To be more specific, DXS is measuring navigation, frustration, engagement, technical, and form experience. These are the aspects that are critical to evaluate when someone is on your website.
DXS will look at the customer’s experience on your website when it comes to clicks, viewing pages, and other interactions with your website or app. It will then produce a score between 1 and 10, which explains what the user is thinking when they are interacting with your website.
This breakthrough technology is able to accurately read the mind of a user who is on your website to see if they are feeling frustrated or enjoying their experience. You are getting a navigation score, a technical score, and a frustration score.
DXS is a new KPI to measure the value of your online business. It can help you see where the customer relationship needs work when you are interacting with them online.
Finally, you should know that the value of DXS is that it goes well with session replay and other forms of measurements. Session replay is looking at a video of how a user interacted with your website.
How Does the Digital Experience Score Benefit Your Business?
Now that you know about DXS, it’s important to see how it can benefit your business. You might think that DXS only applies to particular kinds of businesses, but in truth, it all applies to all online businesses.
It enhances the user experience.
One of the ways that DXS can help your business benefit is by seeing how you need to improve website optimization or app development. Your website may need an update in content or design.
In addition, your website may be difficult to navigate. Some users may find that’s also hard to ask customer service questions. There are some of the challenges you may see on your website.
DXS can also help with enhancing the mobile experience. With more people on their mobile devices, it’s more important to make sure your website is optimized for mobile.
You want to make sure that consumers are easily able to find your products, ask questions, and find the information they need without hesitation.
DXS can help you evaluate where your customer engagement is currently at and give you an idea of how you can improve that experience. You may discover that customers are frustrated because they can’t find a particular product or they don’t know how to contact you.
What Can You Be Doing Differently in Your Online Business?
While DXS can help you evaluate the effectiveness of your online presence, you still need to figure out how to optimize. You need to figure out strategies that are going to help you better connect with your target market.
Here are some strategies to consider that can help you raise your digital experience score.
Better Content
One of the ways you can improve the customer experience on your website or app is to provide them with better content.
You should be providing online content that is informative and helpful to your target market. You should be looking to answer their questions in the form of a blog post.
When you have an idea of how to help your target market with the right content, they will likely be more engaged with your business. They will see the value of your content.
Your content can also help you build authority and trust as a business.
More Feedback
When you get feedback on your website from your customers, you know exactly what their frustration is. You know what they found easy on your website or what frustrated them when they were searching for a product.
You should always try to get feedback from your customers because they can provide the best information when it comes to creating a better website.
Know Your Audience
The final way to improve your digital experience score is to accurately know your audience and their problems. Make sure that the online experience is designed for them and their problems.
For example, you don’t want a flashy website that is seems designed for gen z users, when it’s supposed to be for elderly people.
The goal of your website and app is not to make it to the flashiest but rather designed to show how you can help your target market overcome a problem.
You can also see how you can improve your website and engagement score with the prioritization guide. Here’s where to start to learn more about it.
Now You Know How to Improve the Customer Experience
Understanding how the digital experience score improves your website is critical when it comes to producing more leads and more sales.
This guide teaches you about the digital experience score and why it’s a vital part of evaluating the effectiveness of your business. When you understand the value of it, you’ll see how it can help you create a stronger website or app.
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