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With the dramatic evolution of technology in the last couple of decades, digital customer-brand interactions now play an extremely crucial role in shaping customer experience.
Digital Customer Experience, or DCX, can be defined as an amalgamation of all the interactions customers have with a company’s digital channels such as its websites, mobile apps, social media, and online marketplaces. It’s no longer just about having a website or an app but about how well it meets the needs and expectations of its customers.
In today’s highly competitive market, businesses need to focus on delivering exceptional digital customer experiences that set them apart from their competitors. A poor digital experience can lead to a negative perception of your brand and customers may turn to your competitors instead. On the other hand, a great digital customer experience can lead to increased customer loyalty, positive brand perception, and increased sales.
An excellent digital customer experience should be seamless, intuitive, and tailored to each individual customer’s needs. In today’s blog, we’ll discuss five powerful strategies you may use to improve and advance your digital customer experience.
Watch the video below to learn how Voxco can help you can enhance your overall customer experience.
Now that we have established what Digital Customer Experience is and why it’s important, let’s dive into the five powerful strategies to elevate your digital customer experience.
Real-time analytics is a game-changer when it comes to digital customer experience. It enables companies to see client behaviour in real-time, which can assist them decide how to enhance their digital channels. According to a survey by Salesforce, 84% of customers say being treated like a person, not a number, is very important to winning their business. Businesses can deliver personalised experiences by utilising real-time data to obtain insights into customer preferences, behaviours, and pain points.
Customers want brands to be easily accessible through a variety of channels. According to a study by Aberdeen Group, companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omnichannel strategies. In order to create a seamless omnichannel customer experience, customers should be able to interact with your brand through their preferred channels, whether it’s through a website, social media, email, chat, or phone. Businesses can significantly elevate customer satisfaction and retention by providing a consistent experience across channels.
Another essential component of curating an excellent digital customer experience is the online checkout process. Many companies fail in this area. According to a study by Baymard Institute, the average cart abandonment rate is 69.57%. This means that more than two-thirds of customers abandon their shopping carts during the checkout process. Businesses must make the checkout process quick, simple, and intuitive if they. This can be accomplished by streamlining the checkout procedure, providing a variety of payment methods, and outlining the shipping and return procedures in detail.
Customers want digital channels to be easy to use and navigate. According to a study by Forrester, 73% of customers say that valuing their time is the most important thing a company can do to provide them with good customer service. By designing user-friendly digital channels, organizations can save their customers time and effort and provide them with a frictionless experiences. This can be achieved by paying close mind to the user interface of your various digital channels to ensure simplified navigation, reduced clutter, and clear and concise information.
Artificial intelligence (AI) is revolutionising customer service by enabling organisations to quickly and individually address customer complaints. According to a study by Salesforce, 67% of customers say their standard for good experiences is higher than ever. Artificial intelligence-powered chatbots and virtual assistants can give clients prompt, precise answers to their questions, decreasing wait times and aggravation. Businesses can also use AI to personalise the consumer experience by making suggestions based on past behaviour and current preferences.
In conclusion, delivering exceptional digital customer experiences is vital for businesses to remain competitive in today’s market. By understanding what digital customer experience is and why it’s important, organizations can focus on implementing the right strategies to elevate their digital customer experience.
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