Customer Experience Optimization explained: What, Why, and How?

Customer Experience Optimization explained: What, Why, and How?

Understand customer experience

Customer experience is the quality of communication between brands and their customers. The better the customer experience, the more conversions. By the end of this article, you will understand:

  • What is customer experience optimization?
  • Why is optimizing the customer experience important?
  • How can the customer experience be optimized?
  • Conclusion

What is customer experience optimization?

Optimizing the customer experience consists in achieving the shared dynamic between the goals of the brand and the expectations of the user.

Optimizing the customer experience is the process of interacting and enhancing your customer’s online journey. However, all of this is done in accordance with the principles and guidelines of the brand.

By improving the customer experience, you also distinguish yourself in the industry as the market leader of a customer-oriented brand.

Why is optimizing the customer experience important?

In a report by Econsultancy / Adobe, One of the most exciting ways for B2B and B2C marketers in 2019 is to optimize their customer experience.

There are many benefits to experience optimization, some of which include:

Experience optimization helps you learn more about your audience and your future prospects.

Optimizing the experience requires a better understanding of the users. To understand users, use real-time analytics, gather insights unique to your products, and other relevant statistics. All of this together leads to improved decisions.

  • Faster strategy execution

Based on real-time tests and live results to optimize the customer experience, you can quickly make decisions and quickly implement your marketing strategies.

Better tweaks to the customer experience lead to better product designs and functions. This gives you a competitive advantage over others in the same niche.

How can the customer experience be optimized?

There are several ways you can optimize your customer experience. Here are the best strategies for that.

1. Improve site performance

Just as any business needs to seriously consider protecting user data, another important factor it focuses on is website performance. In the same study, almost 96% said they regularly check their website’s performance to optimize the customer experience.

Companies are expected to have an online presence through a website. It is more important that the website works smoothly to ensure a good user experience.

To do this effectively, regular optimization tests are required.
Some of the factors that you can consider for better website performance are:

  • Is your website loading time less than 3 seconds?
  • Is your website compatible with different screen sizes?
  • Remove the broken links from the site.

Starting with the above factors will move you towards optimizing the customer experience.

2. Create a seamless online and offline experience

Improving the customer experience goes beyond focusing on online. It’s more about creating a seamless experience across all phases of your customer journey. be it online or offline.

If you are providing your customer with an offline experience, it is important that your staff are trained in standard procedures for speaking to your customers over the phone.

With an online business, focus on building a consistent experience through different touchpoints like push notifications, emails, websites, etc.

When providing your services, make sure that the website’s contact forms, live chat, and email responses adhere to the same branding guidelines.

3. Personalize the user experience

To run a business there is always some user data that is shared with brands to optimize the customer experience.

You can use user data to create customized experiences. Send future recommendations on other services and products. Or create targeted email campaigns to keep your loyal target audience.

One thing that needs to be considered is the protection of user data. Although user data can be used to make communications more contextual and personalized, using it for promotional purposes could reverse the entire marketing effort!

4. Use customer data from all of your online platforms

Econsultancy conducted a study of channels to optimize the customer experience using user data. The report showed that in addition to website and email optimization for customer experience, many other channels have been overlooked.

Optimize your display advertising, search, social media, etc.

Image source: Econsultancy

It is important to focus on data that has been collected across all platforms. You have a good understanding of your customers. You can use this data to create a personalized customer experience strategy.

5. Serve your mobile audience

did you know 67.01% of Does the world population use smartphones?

Mobile consumption has increased since then and it is important that you leverage your audience on this channel.

Some of the most important things to focus on while optimizing the customer experience for mobile users are:

  • Optimize your website for cell phones.
  • Focus on mobile advertising.
  • Create marketing strategies for mobile apps.

Focusing on your mobile audience can prove beneficial. After all, your customers spend most of their time on it.

6. Create a single customer profile from data

Individual customer profile data play a crucial role in optimizing the customer experience. It contains all the details of your customers.

To create the right customer profile, collect user data from all channels in which you are present. Also consider factors like social factors, geolocation, customer videos, etc.

The main benefit of using a single customer data profile is that it provides data for additional insights.

7. Select the correct communication channels.

There are many business options available today for communicating with your users, such as: B. Push notifications, emails, SMS, hi-bars, WhatsApp, Facebook, etc.

Using and optimizing the right messaging platforms according to the target person is very important. For example:

For e-mails, target groups and other companies.

For push notifications, target your currently active users to encourage reintegration and conversions. look at that free tool Send push notifications.

Use messenger groups such as WhatsApp, Facebook, Messenger, Telegram, etc. for bidirectional communication.

8. Focus on visitor privacy and security

A new report explored the different ways companies review and improve their customer experience. The study found that nearly 50% of all respondents viewed user data protection as one of their first concerns while optimizing the customer experience. In addition, 47% of respondents said that their organization emphasizes the customer experience to ensure comprehensive user protection.

It is fundamental that companies keep their customers’ information secure. In addition, it is more important now than ever, considering the myriad of organizations that have witnessed hacking crimes recently. Individuals should be able to trust a brand – they need the comfort that their information is being used ethically and is being kept securely.

So how exactly could you ensure data protection and user privacy?
Indeed, this needs to be achieved by creating a powerful and secure organizational framework for the safe storage of user information.

  1. Work continuously to update your user personalization

Once your strategies are in place, it is important to review them using various methods.
For example, to optimize your marketing campaigns, run A / B tests for different target groups at regular intervals. And see if your users are pointing in the right direction.

Keeping your customer experience optimization processes up to date ensures that all processes are optimized for the best results.


Optimizing the customer experience is a constantly evolving process. The main goal of brands is to give their customers the best experience across all touchpoints. Focus on the strategies above and let us know how your optimization of the customer experience works.