{"id":10012,"date":"2021-02-01T16:11:39","date_gmt":"2021-02-01T16:11:39","guid":{"rendered":"https:\/\/www.revuze.it\/?p=10012"},"modified":"2021-02-01T16:11:39","modified_gmt":"2021-02-01T16:11:39","slug":"digital-customer-experience","status":"publish","type":"post","link":"https:\/\/www.revuze.it\/blog\/digital-customer-experience\/","title":{"rendered":"How To Better Engage Customers With Superb Digital Customer Experience (2021)"},"content":{"rendered":"

Covid-19 has accelerated the global move towards digitalization. Now, the companies are focusing on optimizing their digital interactions to solidify their customer base.\u00a0\u00a0\u00a0\u00a0<\/span><\/p>\n

As per the prediction by Forrester, <\/span>25% of brands<\/span><\/a> will have significant advances in the quality of their customer experience in the year 2021.<\/span><\/p>\n

In this article, you will understand the concept of digital customer experience, discuss the important digital CX trends in 2021,\u00a0 focus on its advantages, and learn how to prepare a digital CX strategy.<\/span><\/p>\n

Let\u2019s get started!\u00a0<\/span><\/p>\n

What does Digital Customer Experience Mean?<\/b><\/h2>\n

Customer experience<\/span><\/a> (CX) covers anything from traditional customer service channels to new digital interfaces that customers use to interact with brands. Digital experience focuses on the latter.\u00a0<\/span><\/p>\n

Digital customer experience<\/span><\/a> (DCX) is the aggregate of all the online interactions between a customer and a brand.<\/span><\/p>\n

Researching a product on your laptop, phone, or tablet, using an app to find the nearest point of sale, and searching for customer support are all digital customer experiences.<\/span><\/p>\n

Why is Digital Customer Experience Important?<\/b><\/h2>\n

Here is the list of reasons and stats that show the significance of the digital customer experience:\u00a0<\/span><\/p>\n

1- To Meet The Expectations of Customers\u00a0<\/b><\/h3>\n

Expectations of customers have radically evolved. A report by Salesforce says that around <\/span>67% of customers<\/span><\/a> are willing to pay more for a great experience.<\/span><\/p>\n

\"Meet<\/p>\n

Another study by American Express suggests, more than <\/span>33% of customers<\/span><\/a> consider switching companies after just one poor customer experience.\u00a0<\/span><\/p>\n

As companies leverage breakthroughs in AI, mobile, social, and cloud to deliver valuable, personalized, and immediate experiences, customers have more choices than ever.<\/span><\/p>\n

They access services and purchase products from anywhere at any time. Thus, this convenience has further extended customer expectations.\u00a0<\/span><\/p>\n

2- To Boost Revenue<\/b><\/h3>\n

A report by Adobe says that experience-driven businesses see almost <\/span>2x higher YoY growth<\/span><\/a> in customer retention and repeat purchase rates.<\/span><\/p>\n

Hence, brands that offer great digital customer experience see their revenue grow faster than those that do not give priority to CX.<\/span><\/p>\n

3- To Improve Customer Retention and Loyalty<\/b>\u00a0<\/span><\/h3>\n

A winning DCX management not only helps your brand gain new customers but also results in higher customer retention and loyalty.<\/span><\/p>\n

A report by Motista suggests that emotionally connected customers have a <\/span>306% higher lifetime value<\/span><\/a>. On average, they stay with a brand for 5.1 years.<\/span><\/p>\n

These stats give a clear indication of how important digital customer experience is for your brand to become a leader in the market.\u00a0<\/span><\/p>\n

<\/h2>\n

How to Improve Digital Customer Experience?<\/b><\/h2>\n

With the evolution of the digital era, artificial intelligence, machine learning, IoT, and analytics, are becoming great elements to run a more successful business.<\/span><\/p>\n

Here are four steps that can help you improve your digital customer experience in 2021:<\/span><\/p>\n

\"How<\/p>\n

1- Understand Customer Behavior<\/b><\/h3>\n

Creating a customer journey map<\/span><\/a> for different buyer personas is the best way to understand customer behaviors and <\/span>analyze their sentiments<\/span><\/a>.\u00a0<\/span><\/p>\n

Study how consumers think and feel about different brands, products, and services. Understand their behavior while researching and shopping.\u00a0<\/span><\/p>\n

Examine how consumer behavior is influenced by their peers, media, and culture.\u00a0<\/span><\/p>\n

Leverage the power of review insights platforms like <\/span>Revuze<\/span><\/a> to understand the reasons why the customers make decisions. It will help you to know their expectations for an optimized digital experience.\u00a0<\/span><\/p>\n

2- Improve Page Load Speed<\/b><\/h3>\n

A study by Google found that <\/span>40% of customers<\/span><\/a> leave a page that takes longer than three seconds to load.\u00a0<\/span><\/p>\n

Here are the best ways to speed up your website to take your digital customer experience to the next level.\u00a0<\/span><\/p>\n