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4 Surefire Ways to Elevate your Digital Customer Experience Strategy

POSTED ON: December 19, 2017 TAG: Digital Customer Experience

Digital transformation is undoubtedly taking the world by storm these days. With many activities and aspects associated with digital transformation, customer experience acts as a critical component. Most digital initiatives surface from pain points, business/innovation needs, and growth imperatives on the business’s customer side.

Elevating customer experience leads to improved loyalty, user satisfaction, consistency in buying and referrals, thus reducing churn rate and increasing revenues. Studies show that 80% of consumers today are ready to pay more for a better experience.

However, businesses will derive customer experience’s true value only when they broaden their focus and take steps to enhance the end-to-end customer journey rather than putting a siloed emphasis on individual touchpoints. Organizations that fail to manage the cross-functional and end-to-end customer experiences can prompt a deluge of negative consequences, including customer defection and lost sales.

To attain the organization’s goal of delivering excellent experiences throughout the customer journey, the CX professionals must rethink their strategy. Here are four recommendations that might help:

Start with the Customer

Spend time trying to understand what your customers are trying to accomplish and how your approach helps them do things better than their competitors. Journey mapping plays a critical role in discovering the disconnects and overlaps that prevent you from delivering exceptional customer experiences. Make sure that digital is an integral part of your overall customer experience strategy.

Use Analytics to Understand Customer Behavior

Analytics is a powerful tool that aids in tracking a user’s journey at every single step. You can easily develop a strong analytical framework of what your user does by monitoring the sources from where he visits your website, the pages he gets into, duration of stay on a particular page, and so on. You can easily know who your customers are, how they behave, and what kind of experience they desire, thus, making your digital tool contextually intelligent and personalized.

Invest in Omnichannel Engagement

Organization silos are one of the significant obstacles to the customer-centric success of any business. An omnichannel approach is a synchronized operating model in which all of the company’s channels are aligned and present a single face to the customer. It enables customers to interact with a brand whenever, wherever, and however they want across all channels. Omnichannel engagement allows each customer’s journey to continue where it left off irrespective of the channel, thus delivering seamless, consistent, and personalized customer experiences across all touchpoints.

Plan for the Full Scope of Digital Channels

All channels represent some level of importance to your customers, be it social, live chat, email, mobile apps, or SMS. Businesses should leverage all the channels, never let go of any customer at any cost. However, suppose a company for any reason is not able to apply the full scope of options. In that case, it must identify the most critical channels to their business based on their target audience and the nature of customer relationships.

By putting these tips to use, you can create a digital customer experience tailored to your customers and keep them coming back for more.

Learn more about our Enterprise Data Analytics and Digital Transformation Services.

POSTED ON: December 19, 2017 TAG: Digital Customer Experience

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