Customer experience is an important element in any business and no company can afford to overlook the significance of a good customer journey. A bad customer journey can have a huge effect on a company’s retention rates, leading potential customers to search elsewhere.
When a company fails to meet customer expectations in terms of quality of service, response time, or overall customer journey, it is referred to as a potential failure. Some factors that have a negative impact on customer service are having a bad web design and outdated website, and such. So, here are the top 5 bad customer journeys that might occur on your website and how you can prevent them from happening.
5 Example of Bad Customer Journey in Website and How to Fix Them
- Slow website
Website speed plays an important role in the success of your website and gives a good impression to your audience. According to the report, 47% of visitors expect a website to load in less than 2 seconds, and 40% of visitors would abandon the site if it takes longer than 3 seconds to load. Your website should also be responsive to all devices. Since most people are online and checking websites using their smartphone phones.
This clearly shows that having a slow website can lead to a bad customer experience and you might lose potential customers and sales. Optimizing your website’s speed is obviously important, but figuring out how to do it can be difficult. If you don’t have technical knowledge on optimizing your website you can always rely on well-skilled web developers that can do the work for you.
- Bad website design
Website design has a huge impact on user experience. Visitors are less likely to finish an action on a badly designed site, such as purchasing a product or entering a mailing list. Since the average website owner can not recognize the distinctions between good and poor web design, that is why many websites end up looking horrible and inefficient.
While website design trends are constantly changing, there are some key elements of a website that remain constant, and your website must have to leave a positive impression. This includes easy navigation, clear layout, compatibility, and appropriate design for your business.
- Constantly out-of-stocks, late restock on products
Frequent out-of-stock and late restocking have been found to be one of the top contributing factors in customer dissatisfaction. That means that any out-of-stock experience would lead to customer frustration and may drive them to search other websites. In addition, studies show that after a bad experience with a company, 91% of customers don’t want to engage with that company again.
It is important for businesses to collaborate with their suppliers on procedures and information sharing in order to truly address this out-of-stock issue. Additionally, always coordinate with your team once you receive the stocks and update your website quickly for restocking.
- Mismanagement in information and ads
As we are faced with a highly competitive market and ever-higher standards, it is becoming increasingly important for businesses to be able to accurately monitor and track all product-related data, from development to marketing. Poor information management often results in significant losses and negative consequences, not just in the customer journey but also in other aspects of your company.
To prevent this from happening, always check with your team all the information on your websites like pricing, features, and benefits of the products and services and such before publishing. By this, you will be able to save your credibility and value from misinformation.
- Bad customer reviews and service
Positive customer experience and reviews are essential for any kind of business. Since 97% of customers refer to online reviews before making a purchase, and 66% will form an opinion about a company after reading merely 1-6 reviews. Meaning it’s important to monitor what previous customers have to say about you not only on your website but also on review pages, social media, and directory listings.
When you spot bad reviews about your company, don’t ignore them. Instead, respond to them quickly and sincerely apologize and express empathy and give solutions. Dealing with negative customer feedback if done correctly, there will be little damaging influence on your business. Also, you might even be able to turn them into successful customer experiences!