Over the years, the customer experience (CX) has become the key driver of customer success and loyalty. As a result, CX is the top priority for 45.9% of businesses for the next five years.
But CX is a broad concept with various components. Moreover, there are several ways to improve CX. Strategically using QR codes is one of them.
Here’s a quick guide to using QR codes for a better customer experience, along with their benefits and best practices.
Let’s delve in.
What is good CX?
Before diving into the importance of good CX and how to achieve it with QR codes, knowing what good customer experience means is essential.
A good customer experience enables consumers to do what they want to do in an effortless and hassle-free way.
Here’s another way to look at it.
The customer experience is good or “satisfactory” when a customer is satisfied with your product or service. This applies to all touchpoints, including:
- Website, mobile app, or desktop app
- Social media channels
- Marketing and advertising campaigns
- E-commerce or in-store shopping
- Customer support and service channels
- Post-purchase support
- Loyalty programs and rewards
Overall, your brand has a good CX if it provides a user-friendly and consistent experience across touchpoints.
Where do QR codes come in?
Now, you must wonder how QR codes improve customer experience. Here are some ways QR codes can improve user experience.
QR codes digitize physical experiences and bridge the gap between physical and digital channels. This way, you can make offline channels more accessible.
Let’s say you give an ad in the newspaper or billboard. You can include a QR code for your website or other channels in the ad. Users can scan the QR code to engage with your brand online.
This way, you can make your brand more accessible and increase engagement, resulting in an improved experience.
Enable contactless experience
Contactless experiences are always more convenient. Back in the pandemic era, people wanted to minimize physical contact. QR codes emerged as a lifesaver, allowing people to perform actions like accessing restaurant menus, hotel check-ins, making payments, and more.
Even though the pandemic has subsided, contactless experiences remain to be more convenient. People prefer quick access to information and services without interacting with people or waiting for long.
Hence, brands can use QR codes to provide contactless experiences and improve customer experience.
Offer instant engagement
QR codes are a great tool for engaging users. What’s more, they offer instant engagement. Users can begin interacting with your brand instantly by scanning a QR code. When users can engage with you whenever they want without any hurdles or barriers, it creates a great user experience.
You can use QR codes to offer personalized user experiences, ultimately resulting in better experience and satisfaction.
For instance, you can give QR code coupons to selected consumers based on their past purchases and actions to create a personalized experience.
How to use QR for better customer experience?
Having discussed the importance of good CX and how QR codes make it possible, let’s delve into some actionable techniques to improve CX with QR codes.
Bring users to your website and social media
Nowadays, every consumer prefers to check out a brand online before buying from them. This makes an online presence, primarily a website and social media, crucial.
A website and social media presence make your brand more accessible and improves user experience. However, it’ll help your brand only if people can easily visit your website or social media and engage with your brand.
QR codes make that possible. Create a QR code for your website or social media and share it across channels for seamless accessibility, higher engagement, and better customer experience.
Share product information
Customers are smarter than ever, and they want to know everything about a product before buying. However, product packaging has limited space and can’t fit all the information.
You can overcome this hurdle with QR codes.
Put a QR code on your product packaging and link it to in-depth information. Shoppers curious about the product can get all the information by simply scanning the QR code.
For instance, let’s say you sell sugar-free ice cream. You can put a QR code on the packaging to share information about how you produce the ice cream and the ingredients you use.
Offer discount coupons
People love discount coupons. In fact, 93% of shoppers use a discount coupon throughout the year.
QR codes can help you seamlessly share discount coupons and improve user experience.
You can use a coupon QR code to make discount coupons more accessible. Consumers can scan the QR code to visit the coupon page, where they can learn about the coupon validity and T&C and also claim it.
Digitize physical touchpoints to improve accessibility
Even though digital media and marketing are on the rise, brands can’t overlook traditional, offline channels like newspapers, flyers, magazines, signage, etc.
Moreover, you must ensure users get a satisfactory experience at these offline touchpoints.
With QR codes, you can digitize these physical touchpoints, make your business more accessible, and improve user experience.
Speed up customer experiences
The average human attention span is just eight seconds, which clearly means that people hate waiting. If you want to improve user experience, make your consumers wait less.
Since QR codes enable instant access to information and services, they can significantly reduce waiting times and improve user experiences.
Let’s take the example of a restaurant.
A restaurant can use QR code menus to allow guests to view the menu with a single scan. They don’t need to wait for the waiter to give them the menu, reducing waiting times and improving user experience.
QR codes are an effective way to improve user experience by making your brand more accessible. QR codes bridge the gap between offline and online channels and provide a consistent experience across touchpoints.
So, implement QR codes in your strategy today to improve customer experience and satisfaction.
The next step is to create a QR code for your brand. Head to QRCodeChimp to kickstart your QR code campaign.