Crafting digital success: why CX should be your website's north star
Historically, superior customer experience (CX) was primarily achieved by refining interactions, understanding customer paths, and developing sought-after products. However, the landscape has changed dramatically. To meet the demands of today's customers, it's essential to proactively anticipate their needs and innovate accordingly, starting with a strategic review of your website.
In today's digital age, a poor online experience is a one-way ticket to losing customers. A bad experience can cause 88% of online consumers to not return to your website. And while it’s important to be focused on market share and be forward-thinking, it can only take you so far when you forget who you are doing this for.
Building a well-structured website is an opportunity to revolutionize the way your customers connect with your brand and shape a digital experience that puts them front and center.
The importance of CX for a new website
To truly thrive, brands must remember that customer experience is the cornerstone of their relationship. It's akin to cultivating a friendship—building trust, offering care, and creating a welcoming environment.
Think of your website as your digital residence. Just as you prepare your home for guests, your website should be meticulously designed to leave a positive impact on visitors because – whether we like it or not – first impressions matter.
Every interaction, from speed to consistency and friendliness, shapes their perception. What truly makes a difference is infusing your online experience with a customer-centric design that goes beyond simple aesthetics.
Why CX is vital for a new website
Delivering a positive customer experience is the key to achieving sustainable success in today’s overly saturated and competitive market. Whether it's a purchase, newsletter signup, or customer inquiry, when people love what you do and how you make them feel, it enhances their perception of your brand and turns them into advocates who share positive experiences.
Beyond cost savings, aligning CX goals with broader business objectives allows you to measure your success in terms of increased revenue, reduced costs, or expanded customer base. In essence, a well-executed CX strategy can both save and make money. However, crafting one is easier said than done.
Strategies to improve CX for new websites
Improving CX often involves pinpointing and addressing customer pain points, and at DPDK we find that the best way to go about it is through Design Thinking, a solution-based and human-oriented approach.
To create an exceptional digital customer experience you should:
- Invest in a responsive and intuitive design
- Ensure fast loading times across all devices
- Incorporate high-quality visuals and interactive features
- Create engaging, valuable content
- Implement user-friendly navigation
Don’t waste your customers’ time with unnecessarily slow loading times; provide them with a seamless performance across devices. And no matter how valuable your website’s content is, it needs a captivating stage to shine. A poor design can dim even the brightest content, preventing visitors from taking action.
If you’re looking for an example of a website that ticks all the boxes, then you shouldn’t look further than our work with Atomico. For their annual State of European Tech report, we helped them create a digital experience that's as engaging as it is informative.
We made complex data easy to understand, so visitors can spend less time deciphering and more time exploring the latest trends in European tech. With book-like navigation and customizable reading tracks, the digital platform allows visitors to dive deep into specific topics or get a quick overview—all without sacrificing a beautiful, intuitive design.
You can never go wrong with personalization
While privacy concerns exist, 63% of people are more open to sharing their data for a product or service they say they truly value, according to PwC. Your job is to make this price one worth paying for.
If you can personalize content for your customers based on what they like, you already have one foot in the door. In fact, a study by Epsilon found that 80% of customers are more likely to make a purchase when brands offer personalized experiences.
By tailoring experiences to their customers’ interests and preferences, brands can enhance customer satisfaction and loyalty. Take our work with Diergaarde Blijdorp for example: Together we’ve crafted an immersive experience that tailors every unique encounter to each visitor's interests, while building a personal and meaningful connection with nature.
The whole journey is aimed at engaging their audiences on an emotional level that truly makes them feel valued. Blijdorp's dedication to prioritizing their guests’ experience has led to impressive gains in customer loyalty, brand reputation, and financial success.
At the end of the day, personalization is all about making customers happy, and happy customers bring in more business almost effortlessly. What’s there not to love?
Start building for excellence
The digital age has irrevocably transformed the customer experience landscape: it’s no longer a mere tactic, it’s a strategic necessity. As part of the whole customer experience, a website is more than just a vessel.
It's a gateway for your brand to build lasting relationships with your customers that are grounded in trust, empathy, and exceptional service. Every digital interaction is an opportunity to create a positive impression and turn customers into loyal advocates.
At DPDK, we create exceptional online experiences by focusing on customer needs. This approach ensures your website not only reflects your brand identity but also delivers memorable experiences that strengthen your position in the market. Because, in a world where choices are abundant, the future belongs to those who truly put the customer at the heart of everything they do and strive to exceed expectations at every turn.
