{"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 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 Here is the list of reasons and stats that show the significance of the digital customer experience:\u00a0<\/span><\/p>\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 <\/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 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 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 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 <\/p>\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 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 Using customer touch-point tools and technologies is a great value-add to the digital customer experience.\u00a0<\/span><\/p>\n These tools increase productivity, simplify processes, and ensure seamless cross-team collaboration.\u00a0<\/span><\/p>\n Here is a list of three must-have tools.<\/span><\/p>\n Omnichannel support provides your customers with a unified, integrated buying and support experience with your brand across various channels and devices.<\/span><\/p>\n As per Freshdesk, nearly <\/span>47% of consumers<\/span><\/a> admit to using three to five different communication channels to get in touch with a specific brand.<\/span><\/p>\n Therefore, brands should consider turning their digital customer support experiences into omnichannel support.\u00a0<\/span><\/p>\n An omnichannel help desk allows you to refer to past queries across all channels at once, such as phone, chat, email, social, website portals, and e-commerce support.\u00a0<\/span><\/p>\n If you are looking to stay up to date on the latest trends occurring in the digital customer experience, then here is a list of trends that your company should pay attention to in 2021.<\/span><\/p>\n As per McKinsey<\/span><\/a>, personalization will play a key factor in market success in the coming years.\u00a0<\/span><\/p>\n 80% of customers<\/span><\/a> are likely to make a purchase when their experience is personalized.\u00a0<\/span><\/p>\n The data privacy laws and regulations such as <\/span>GDPR<\/span><\/a> and the <\/span>California Privacy Act<\/span><\/a> will shape how businesses manage customer data in the coming years.\u00a0<\/span><\/p>\n By 2023, the personal data of <\/span>65% of the world\u2019s population<\/span><\/a> will be covered under some kind of modern privacy regulations, says the Gartner report.<\/span><\/p>\n Video customer service will join the digital customer experience trends.\u00a0<\/span><\/p>\n Brands will focus on making support videos, such as how-to manuals, product overviews, and feature explanations.<\/span><\/p>\n Video customer service will provide a first-hand perspective of various problems and solutions to the customers. It will include virtual and augmented reality elements to create even more immersive experiences.<\/span><\/p>\n From startups to large scale organizations, chatbots help automate and streamline activities, ultimately improving employee productivity and increasing digital customer experience.<\/span><\/p>\n A report by Gartner shows that more than <\/span>50% of businesses<\/span><\/a> are likely to spend more per annum on bots and chatbots creation in 2021.\u00a0\u00a0<\/span><\/p>\n <\/p>\n Predictive analytics uses AI and machine learning to predict future sales trends and patterns in consumer engagement.<\/span><\/p>\n The Big data space is likely to reach<\/span> over USD 274bn by 2022<\/span><\/a>.<\/span><\/p>\n A study by Salesforce suggests that predictive recommendations influence <\/span>26.34% of all orders<\/span><\/a> placed.<\/span><\/p>\n \u00a0<\/span>Predictive analytics identifies the risk and opportunities for the future. Thus, it helps businesses to effectively interpret big data for their benefit.\u00a0<\/span><\/p>\n As per Gartner, <\/span>81 percent of marketers<\/span><\/a> are likely to compete almost solely based on customer experience.<\/span><\/p>\n A digital customer experience strategy is required to ensure that companies build the right experiences as per their customers\u2019 needs and expectations.\u00a0<\/span><\/p>\n Below are the steps that companies need to take to develop a digital customer experience strategy.\u00a0<\/span><\/p>\n An organizations\u2019 objectives should guide all activities and investments.\u00a0<\/span><\/p>\n The first step is defining the role of digital interaction points. Define the role on the basis of the brands’ overall objectives and attributes.<\/span><\/p>\n Develop a deep qualitative understanding of the customers\u2019 key goals, how they accomplish those goals, and their expectations of the brand.<\/span><\/p>\n Create buyer personas to personalize customer experience on a large scale by humanizing core target groups of your customer base.<\/span><\/p>\n Around <\/span>71% of companies<\/span> that exceed their revenue and lead goals use buyer personas. <\/span>You can use tools <\/span>to create buyer personas.\u00a0<\/span><\/p>\n It helps you plan how your brand will deliver experiences to its target customers through digital touchpoints.\u00a0<\/span><\/p>\n Map the most important customer journeys through research and determine the digital touchpoints that best enable those journeys.<\/span><\/p>\n Set-up\u00a0 Google Analytics for your website. It has two reports that are behavior flow report and goal flow report.<\/span><\/p>\n Behavior flow report<\/span><\/a> shows how a customer moves through your website, one interaction at a time. Whereas the <\/span>goal flow report<\/span><\/a> shows the path that your customer follows to complete a goal conversion.<\/span><\/p>\n Prioritize the most critical and important channels for delivering on customer goals and expectations.<\/span><\/p>\n Focus on the activities that provide the highest value to the most valuable customers and the brand.<\/span><\/p>\n Collect customer feedback regularly as customer needs and expectations can change.\u00a0<\/span><\/p>\n In addition, measuring customer experience helps to understand how well your business is performing.\u00a0<\/span><\/p>\nWhat does Digital Customer Experience Mean?<\/b><\/h2>\n
Why is Digital Customer Experience Important?<\/b><\/h2>\n
1- To Meet The Expectations of Customers\u00a0<\/b><\/h3>\n
2- To Boost Revenue<\/b><\/h3>\n
3- To Improve Customer Retention and Loyalty<\/b>\u00a0<\/span><\/h3>\n
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How to Improve Digital Customer Experience?<\/b><\/h2>\n
1- Understand Customer Behavior<\/b><\/h3>\n
2- Improve Page Load Speed<\/b><\/h3>\n
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Minify CSS, JavaScript, and HTML<\/span><\/h4>\n<\/li>\n<\/ul>\n
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Move CSS to head, JavaScript to bottom<\/span><\/h3>\n<\/li>\n<\/ul>\n
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Use GZIP compression<\/span><\/h3>\n<\/li>\n<\/ul>\n
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Minimize Your HTTP Requests<\/span><\/h3>\n<\/li>\n<\/ul>\n
3- Adopt The Right Tools and Technologies<\/b><\/h3>\n
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4- Offer Omnichannel Support<\/b><\/h3>\n
Digital Customer Experience Trends 2021\u00a0\u00a0<\/b><\/h2>\n
1- Hyper-Personalization Will Play A Key Role<\/b><\/h3>\n
2- Data Security and Privacy Regulations Will Intensify\u00a0<\/b><\/h3>\n
3- Video Customer Service Will Increase<\/b><\/h3>\n
4- Conversations With Chatbots Will Rise<\/b><\/h3>\n
5- Predictive Analytics And AI Will Shape Sales Trends<\/b><\/h3>\n
How to Prepare Digital Customer Experience Strategy<\/b><\/h2>\n
1- Define Business Objectives<\/b><\/h3>\n
2- Develop a Deep Understanding of Target Users<\/b><\/h3>\n
3- Plot Key Customer Journeys<\/b><\/h3>\n
4- Prioritize Critical Touchpoints<\/b><\/h3>\n
5- Routinely Collect Feedback<\/b><\/h3>\n