Why is a digital customer experience strategy important for businesses? First of all, 89% of consumers began doing business with a competitor following a poor customer experience. In a real in-store shopping experience, customers tend to be more forgiving and far less quick to assign blame than in the digital world. In the digital world, the blame for a bad experience is immediately put on the organization and as a result of the digital revolution, customers ultimately have higher expectations for digital experiences.
Below is an infographic elaborating on why digital customer experience is important and 3 keys to ensure your business has an effective one.
An effective digital customer experience is centered around having a solid understanding of your customer, including knowing their age, what they value, challenges they face, their goals and so on. Answering these questions and mapping your customer’s journey can help you identify what is missing from their perspective and experience.
A consumer’s impression of a brand is made up of many individual touch points; it is the sum of every experience a consumer has with your brand. With the number of different touch points on the rise, it is important that you take into account that each interaction with your brand is a piece of the overall experience.
Companies can continuously learn from the actions and behaviors of their consumers, and evolve the experience to match it. Use your customer data to anticipate the behavior of your customers, and plan for the future, instead of just reacting to what your customers are doing right now.