How To Prepare A Digital Customer Experience Strategy

We are rapidly transitioning from an offline to an online world, with the distinctions between physical and online buying becoming increasingly blurred. With the introduction of online purchasing, there is little to no need for offline shopping or even a real store.

Online and mobile banking contribute significantly to this becoming our future. With internet retailers providing us with more options than a physical store could possibly provide. Nowadays, having an online store or, at the absolute least, an online presence is a need for a new start-up or business.

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The wider reach that the internet gives us is difficult to ignore, as opposed to having a client base established in any local region, to a national or even international stage.

A good customer experience depends on a few key factories which are:

  • Ease of use
  • Channel flexibility
  • Reachability
  • Service convenience
  • Personalization

Ease Of Use

The first step in making a good online presence for your start-up or product is ease of use, the website or app should be easy to understand and navigate, one should find what they are looking for with relative ease, the web portal should be friendly and inviting to use. It has to be simple to use for all age groups of people, as elders aren’t well versed in computer or smartphone knowledge. Guided journeys showing all of its features. The interface has to have an intuitive design. Should be simple to navigate from one product to another without much hassle

Channel Flexibility

Nowadays, there are several methods to purchase online. A laptop can be used to access a wedding website, a web app, or even a smartphone app. All of these platforms must utilize the same design language. It is critical to be able to switch between multiple channels without losing data. All platforms should have the same appearance and feel. This is to maintain brand recognition regardless of the device that you are on.

A good example of this is YouTube, whether it is a mobile app on Android or iOS, its functionality is exactly the same. Even on the wedding site, there is a general theme of red and black, and the same overall designed language is used.

Service Convenience And Security

Service is one of the cornerstones of any company, good service reflects a positive image of the company in the minds of the customers.

Having clear and uncluttered up-to-date information about the product and services you provide is necessary. Complete end-to-end support, that is if a customer needs any kind of help there should be a mechanism employed to help the customer, this can either be automated software or support staff on call.

An all-in-one web portal also helps in being able to browse through the entire product stack, get the relevant information needed and the ability to buy the product directly for your online portal instead of relying on third-party companies such as amazon.

Moreover, security plays a crucial role in keeping your customer data safe. IT security assessments and compliance audits are necessary to ensure cyber criminals are unable to hack your systems easily. Identifying and fixing security vulnerabilities keeps client data safe and ensures a secure environment for the users.

Reachability

How easy is it for customers to reach you? In today’s fast phased world seed is everything, if the customer is not able to reach your company for the products and services they need, instead of wait around there is a very high likelihood of them jumping ship to a different company one who is easy to reach even if said company has an inferior product to yours. The first step in being more reachable is awareness.

The potential customer should be or has to be made aware that your company has an online website and a solid web presence. You can consider hiring dedicated web development teams to get your site up and running 24×7.

Besides, you need to ensure a good overall business presence. This can quite easily be done through running ads on social media websites and email newsletters sent to previous customers.

You can even run organic social media campaigns to boost the organic presence of your brand. For instance Lines.com shares regular sports updates to their Facebook fans to keep them updated on the latest sports happenings related to NFL.

Successful start-ups understand the importance of this part, during the initial stages of a start-up it cannot meet the demands, having an easy-to-reach social presence helps to keep your customers happy while your company expands larger and into newer markets.

Personalization

Customers of the younger generations are more discriminating than ever before; they are looking for more than simply an excellent customer experience and goods. They want to feel more personally linked to the company, and they want the firm to care about them.

Personalizing is one of the best customer retention strategies. It goes a long way toward making them feel connected to and a part of your organization. This may be as simple as wishing the client a happy birthday, generating unique personal newsletters specifically for them, or delivering extra discounts and services to consumers who have a strong feeling of brand loyalty or large spending habits.

Final Thoughts

Customer experience is crucial to improving the overall digital marketing strategy. Brands that invest in good customer service and user experience are able to beat the competition. Start focusing on user experience to improve business goodwill and conversions.

If you are interested in even more business-related articles and information from us here at Bit Rebels, then we have a lot to choose from.

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