Andrea Pretorian manages content at BitIRA, where for the past year she’s been leading efforts to get women more involved in crypto and blockchain. When she’s not crusading to empower people with knowledge, she’s likely firing up her camera or learning to play drums. She’s prepared this awesome article below to help you build a better customer experience and scale your business:
Building rapport with prospects is a critical step on the way to conversion, but it’s just important to maintain—if not, develop—relationships with existing customers.
In our world of cryptocurrency IRAs, we have to tackle a healthy dose of lingering skepticism. Alongside the public’s knowledge of the wild west days of early crypto, some reservations may from a thirst for more information surrounding retirement savings and investment options. But the nuances of these specific needs betray the same central problem every business faces: retention, which in turn relies on keeping customers satisfied and engaged.
Earlier this year, we released our My BitIRA portal to give our customers 24/7 access to their accounts. We were strategic about how exactly we went about doing this.
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1. Listen to what your audience asks for.
Ask your customers for feedback. This can be a quick online survey you share with your audience or even a brief add-on to a phone call. Offer up a few quick ratings to gauge where you most need to grow, and then end with an open-ended question.
It became clear that our users wanted to be able to check their account information 24-7, as well as flexibly initiate transactions. We knew that these two features were vital to our portal, which we then built to center around them.
2. Know when to say no.
Listening to your customers is extremely important, but this is only true when you also remember that your business is the industry expert. While you should meet your customers’ needs, it is also your job to remain the authority and to serve your customers with best practices. They are paying in part for your expertise, and so it is your responsibility to wield it towards their best interests.
Practically this often means saying no to some requests. It’s a good idea, whenever possible, to shed light on why and to turn this into a learning moment for your public. In fact, a lot of strong brand product and messaging relies on this.
For us, there were some features that wouldn’t have made sense within the portal because they could compromise security or lead to complications. We have to be protective of the process behind transactions in order to make sure that our customers continue to receive the service and security that they expect.
3. Use design to translate your product.
As you dig into the feedback on what your customers want, you will find that specific themes and trends emerge. These should inform not just what you build, but they should also guide how you design and explain it. Great features and applications of your product can go missing if you do not explain them in a way that makes sense.
Our cryptocurrency IRA customers said that they wanted more control over their accounts. We created our portal to grant customers access to their accounts at any time of the day along with the ability to launch transactions and read curated news content. We saw an opportunity to give our customers a level of transparency that translates into more control over their retirement—which is just what they were looking for.
4. Go where the people are.
How is your audience actually engaging with your brand and your products? Knowing as much as you can about the platforms and devices they are using—and even sometimes demographic information including age and geography—can help you optimize their experience. The easier it is for users to engage with you, the more likely they will continue to choose you over the competition.
For us, knowing that 40%—or almost half—of our users were on mobile devices, we knew that we needed to make our portal mobile-friendly. We designed it to be efficient and easy-to-navigate on both desktop and mobile so that all of our users could have the most positive experience possible.
5. Stay true to your values.
As you work to build solutions to meet customer needs, make sure you always stay true to your core brand values. Being very aware of these during the entire design and execution process will keep your voice consistent and your offerings strong.
Security is a top concern and value for us. As we designed this portal, we focused on making sure that we not only built a secure platform but also subjected it to rigorous quality control checks and heavy testing. While we continue to add more functionality to it, it was—and remains—important that our users know, first and foremost, that we are following industry best practices to protect their security.
While the release of this portal has been a critical step forward, we’re always looking to see what new features and strengths we can add to our products. Our customers are on the path of growing their retirement savings with us, but we’re on the path of growing with our customers and our industry.
After all, at the end of the day, it is the commitment to growth and action that sets apart successful brands from the rest of the pack.