Are you looking how to improve your digital customer experience? If so, this article is for you! It covers the importance of having a CX strategy, why you should focus on it in your marketing, and how to improve it within your company. Let’s read and learn more about what you can do to give your customers the ultimate experience!
What is customer experience (CX)?
Customer experience is how customers interact with a company through all available channels, including websites, mobile apps, social media, customer service, and automated marketing content. It’s all about creating a smooth, consistent journey for customers no matter how they connect with your business.
Why is focusing on CX in marketing important?
Focusing on a CX strategy in marketing is key! You must ensure customers have a seamless, tailored journey from beginning to end. In today’s digital age, customers can complete their whole sales journey online, from discovering a problem to making their purchase decision. Therefore, companies must have a customer experience that is both digital and personal, giving customers a delightful experience!
Reasons why you don’t want to miss out on a digital CX strategy:
More and more customers are online
As more and more people get internet access and smartphones, they rely more and more on online shopping. That means that companies must ensure their websites are user-friendly and customer service is on-point to keep up with the competition.
Customers nowadays want the best of the best
Customers expect more from companies today than ever before. They expect companies to be available 24/7, to be able to answer any question they have and to provide a personalized experience. They won’t settle for anything less!
Digital insights are gold
Digital insights are like little nuggets of gold telling you how customers interact with your company online. This information can help you understand what customers want and how they behave. Traffic, page views and conversion rates are all digital insights that you can use to improve your customer experience.
Tailored to your personal needs
The data collection mentioned above can help you create a digital customer experience tailored to each customer. By understanding customer behavior, you can create a more personalized experience that will make customers more likely to convert.
The quality-of-service matters to customers
The quality-of-service matters to customers because they want to have a positive experience with a company, whether they are speaking to a human or not. They expect to be treated well, have their questions answered, and be able to find what they need quickly. In other words: your customers are kings and queens who want to be treated like royalty!
How to improve CX on the customer side:
Get to know your customer
Understanding your customer base and what they want from your brand is essential. Dig into the data to see what areas of your digital customer experience need a boost. By understanding your customer better, you can provide a better overall experience.
The personal touch
Even if customers are not talking directly to someone when interacting with your digital offering, they still want to feel like they are receiving care and attention. You can ensure that your digital customer experience is personalized and tailored to their needs, and make sure you can offer this to each of them.
Open to omnichannel
Omnichannel means your digital customer experience is available and consistent across all channels, including mobile, desktop, and other devices. Customers should be able to quickly get in touch with customer service no matter where they are or what device they are using.
Mobile Optimization
Make sure your digital customer experience is easy to use and navigate on a mobile device. That includes using lots of white space, large and bold fonts, and making sure pages load quickly. Why is this so important? A customer only needs 2 seconds to leave your website when page loading takes too long.
Post-purchase goodies
Post-purchase goodies are follow-up actions that you take after a customer has made a purchase. That could include sending a thank-you note, a survey about their experience, or a gift. The goal is to create a frictionless customer experience to turn one-time buyers into lifelong fans and increase customer loyalty.
How to improve CX on your side:
Make sure your employees have the resources they need
To ensure that your employees can provide the best customer experience, you must ensure they have the necessary resources. That includes ensuring they have the proper training, skills, and information. You also must ensure they have access to the right technologies and processes.
Provide customer data
To provide a truly outstanding customer experience, you need to have customer data that is real-time, intelligent, and predictive. We already said it before, but data insights are gold! This data can help you determine what customers need and how to provide it best. Some examples are data about customer behavior, customer preferences, and customer demographics.
Involve the entire company
One team, one mission! For a customer experience strategy to be effective, it is crucial to involve the entire company. That includes executive-level employees from different departments, such as IT, HR, marketing, and sales. You can create a more cohesive customer experience strategy by involving everyone in the process.
If you’re struggling with providing a great customer experience, contact us for help. We have a team of experts who can provide guidance and support to help you improve your customer experience strategy.
