When a prospect is in the process of becoming your customer, they usually interact with your brand at various touchpoints. There can be two stages they go through: Awareness and consideration. What you need to do is map this journey. See what has brought them to you and how they react. Then, it will be the best approach if you reach out to them. You need to showcase them you’re willing to provide a tailored experience. This is how a brand shapes its customer experience for prospects.
In the business world, there are customers and there are prospective customers. The former are the ones who have already made purchases with a brand. While the latter? Well, they might still be thinking. They might have shown interest, but haven’t yet decided whether to become customers. You can say they can be the potential leads for your company. That’s why it’s really important to impress prospects by ensuring a memorable journey for them. Their unknown identities make it difficult for businesses to guarantee what they need in terms of experience.
This guide will explain how you can design a customer experience for prospective customers.
Top 5 Ways to Design Customer Experience for Prospects
When a new individual enters your brick-and-mortar or visits your website, they are looking for something. They want to interact with your products. So, you must make your product displays interactive. You can offer them a free trial before asking them to make a purchase. This way, they’ll most likely become your customers. A customer experience consultant is the individual you can look forward to achieving this milestone.
Below are the top five ways to design customer experience for prospects:
1. Map the Customer Journey
This is a point where you’re required to step into your prospect’s shoes. This is where you begin to experience your brand from their point of view. It may be simple, but it’s the first stage where you start to convert a prospective customer into a brand advocate. That’s because this approach provides you with the opportunity to identify their frustrations.
There can be some confusion that a potential customer might have. Then, some might have needs that your brand isn’t currently fulfilling. At the end, you’ll have everything you need to make it right. This will give you a whole roadmap to what you’re going to do to design your customer experience for prospects.
2. Personalise Interactions
When someone thinks about making a purchase, they consider various brands. Most businesses out there end up offering the same generic experience. The problem with this approach is that everyone wants a personalised experience. When a company fails to do so, it’s essentially losing the opportunity to generate leads. That said, you must ensure tailored interactions for prospective customers.
This is what a brand needs to do to distinguish itself from its competitors when attracting prospects. You can showcase that you value their needs and pay attention to what they really require of you. That you aren’t treating them as just another number. You see, just a simple act of addressing them by their names can go a long way.
3. Interactive Product Displays
You shouldn’t shy away from letting prospects interact with your products. This approach is especially effective when it comes to attracting younger audiences. This step can help:
- Create a “wow” factor
- Encourage exploration
- Inform about the product
- Engage potential customers
- Overcome purchase uncertainty
It might not be a big challenge to ensure interactive product displays in a physical space. However, a real problem can happen when your prospect is visiting your digital storefront. Here, you can use 3D displays or QR codes that lead individuals to a page with more information about a relevant product.
4. Try-Before-Buy Options
Ever tried the “try-before-buy” strategy? If not, it’s high time you start thinking about this, as it can be a game-changing step. This can be a particularly good approach to address the concerns of your prospects who are buying online. Other benefits associated with this approach are:
- Boosts prospects’ confidence
- Reduces purchase anxiety
- Offers a competitive edge
- Builds an emotional connection
- Attracts new markets
It might come as a surprise to you that this “try-before-buy” strategy has proven to increase the conversion rate by about 25-35%.
5. Consult a CX Expert
This can be an uphill battle for businesses to convert prospective customers. As soon as you succeed in removing one obstacle, another is waiting for you. It’s where you feel the need for an expert’s insights. A customer experience consultant can help in the following ways:
- Offering expertise
- Leveraging best practices
- Avoiding wasted efforts
- Preventing blind spots
- Aligning teams and goals
That said, identifying a reliable professional isn’t easy. You need to be careful while searching for a trustworthy service provider. You can get in touch with experts at Enginecxdesign to achieve the milestone.
Convert Prospects into Your Loyal Customers
You’ll have to map the whole journey a prospective customer might have with your brand. They need personalised interactions, and you should make this happen. It’s also important to showcase interactive product displays and offer try-before-buy options. Get in touch with a reputable CX consultant now to convert prospects into your loyal customers.
