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Offer customers a frictionless online experience with these updates

Companies of all sizes still have clunky, hard-to-use websites – here’s how to fix that and offer a quality online experience.

online experience

The internet has clearly done wonders for retailers and businesses that sell physical products. Ecommerce is exploding and the evolution of various platforms makes it possible for even the smallest of companies to create their own global supply chains with very little upfront investment or cost. But don’t forget about service-based businesses – such as beauty salons, yoga studios, gyms, chiropractors, and massage centers. These types of businesses have benefited tremendously as well.

The internet has given service businesses the opportunity to increase exposure, drive leads, and better engage modern customers in a convenient manner. However, with great opportunities come incredible responsibilities.

If you want your business to be competitive in today’s landscape, you have to offer customers and clients a frictionless online experience, or a so-called omnichannel solution.

Smooth user experience (UX) is what separates successful businesses from average ones when it comes to online marketing and lead generation. If you want to offer frictionless UX to your customers, here’s where you need to start:

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1. Understand buyer journeys
“Today, customer interactions are continuous, contextual, highly personalized and ever-changing, no matter if the customer is on an iPad, talking to Alexa, or entering a subway station,” digital marketing expert David Aponovich points out.

The problem a lot of businesses encounter is a misunderstanding of the customer buyer journey. They view it in isolation, instead of as a long-term play.

“When you start to build digital experiences around your consumers’ actual lives and stop thinking in one-time purchases, you’ll be one step ahead of your competitors,” Aponovich continues. “Removing friction? It starts by being where your customers want you and need you to be.”

2. Offer convenient scheduling
No more asking customers to call the office or send an email in order to schedule an appointment. Rarely will a customer remember to do this. And if they do, it creates an unnecessary hitch in the buying process. You need to offer more convenient scheduling options.

An online appointment scheduling resource will help tremendously with this aspect of UX. A tool like SimplyBook.me makes it easy for smaller businesses (with minimal resources) to streamline the scheduling process for customers and clients. Customers can seamlessly move from interest to purchase/scheduling in the same step.

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3. Present plenty of visuals
Nobody likes clutter. As you know, minimalism is the best policy in modern web design. If you want to give your visitors what they’re looking for, ditch the superfluous elements and meaty paragraphs. Instead, opt for high-quality visuals that say more with less.

4. Increase website functionality
Your website should be more than a receptacle for content – or even a platform for scheduling appointments. While these are important aspects, the site itself needs to be functional. This could look like selling physical products directly from the site (if you have them) or offering interactive content that addresses key customer pain points.

5. Make yourself discoverable
It’s easy to believe that UX is all about your website experience, but it actually encompasses a lot more than that. If you want to keep your customers happy, they need to be able to find you. Today, leading brands are putting a huge emphasis on social media, online word of mouth, SEO, and PPC advertising. Prioritize discoverability and you give yourself a pretty big head start.

The internet gives your business an opportunity to reach your target market in a manner that few who went before you would have ever dreamt possible. But it’s not enough to simply reach your audience. Once you engage them, you have to expose them to the frictionless online experience in order to drive conversions and grow your brand. Take some time to think about how you’re doing in this area.

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Larry Alton is an independent business consultant specializing in social media trends, business, and entrepreneurship. When he's not consulting, glued to a headset, he's working on one of his many business projects. Follow him on Twitter and LinkedIn.

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