Crafting a digital customer experience in this competitive market will definitely separate you from the rest of your competitors.
Apart from high quality and affordable prices of products, customers seek experiences that spark memorable encounters that will shape future purchase intents and brand loyalty.
80% of Americans agree that fast and knowledgeable service are the most important elements of a positive customer experience. This is possible through providing excellent digital customer experience.
As the market moves toward an all-digital world, the majority of customer experiences will be delivered through online channels.
Crafting a digital customer experience in this competitive market will definitely separate you from the rest of your competitors. In this article, we’re going to talk more about how a digital customer experience can benefit your organization.
What is digital customer experience?
Digital customer experience (DCX) refers to all the online interactions a customer had with your brand. It includes the time when the client visited your website, checked out your mobile app or social media pages, and all the interactions they had virtually.
All of the experience they had with your brand contributes significantly to their overall purchasing decision. From the moment they scroll to your page and add something to their shopping cart, every interaction adds up to their overall perspective towards your brand.
But how does a digital customer experience actually differ from customer experience?
Digital customer experience vs. customer experience
Digital customer experience is a component of customer experience, which includes online, in-store, and all other interactions in the physical world.
Customer experience is all about resolving all the touchpoints throughout the customer’s buying journey. While digital customer experience is the online method and all other expressions of all of it.
The endpoint, however, is to be consistent with your service whether the interaction is physical or online. Your clients would always want a support team that is knowledgeable about product information and technical know-how.
If your team can successfully execute digital campaigns, you will definitely gain the benefits of digital customer experience.
Four benefits of digital customer experience
Upon successful delivery of digital customer experience, the following benefits would greatly impact your business:
Higher customer retention
Since all communication happens online, a high fast response rate will result in higher customer satisfaction. This explains why speedy support is key to a good customer experience. It goes hand in hand with faster resolutions.
Although a fast response doesn’t automatically mean quick resolving of an issue, customers would still like to know that their needs are being prioritized.
After receiving their requests, it pays to provide them an estimated time on how long it will take to solve their problem. This is because customers are more willing to wait if they are aware that you’re actively working towards a resolution.
Reduced customer churn rates
Customer churn rate is the sum of customers your business lost during a period. So, if a company is struggling with customer retention, it reflects on its high churn rate.
If your clients’ online requests are channeled to your team of experts, they will be handled properly to ensure that all issues are addressed. If you can offer excellent digital customer experience, it will reduce your churn rate retention and increase customer retention.
Higher lifetime customer value
Customer lifetime value deals with the total revenue that a customer can bring to your brand during the entire lifetime. This determines how loyal most customers are and how they trust your products and services.
Having a digital customer experience not only adds value to your business’ entire service. It also ensures repeat customers based on delivering good service.
Greater brand equity
Investing in digital customer experience also means that you invest in more personalized and improved customer service. To provide effective digital customer experience, speed and efficiency will be your greatest weapon.
If you can deliver better speed and efficiency, your clients will willingly pay more for your products and services. Enabling real-time support offers a more enjoyable and hassle-free customer experience to your audience.
Focusing your efforts in improving customer experience
The main goal of providing top-notch digital customer experience is for brands to support customer needs anytime and anywhere. Through 24/7 digital CX, customers could always pick up right where they left off.
Consumers are all tired of all the energy-consuming process of having to repeat and explain themselves over and over again to multiple agents just to get their needs addressed.
One of the best ways to elevate customer experience is to implement easy and accessible support. This should be done in the means where they can access most of the time: online.
Online or digital customer support allows the brand and agents to have direct and personalized conversations with your clients. Focusing your efforts on improving customer experience will create a great difference in your business.
