Perhaps you’d like to try out that new on-trend restaurant in the city. Or maybe you’re interested in buying that jacket you saw in your favorite influencer’s social feed. It’s likely that first you’ll ask a friend or check online reviews before you commit. It’s also likely the review will influence your decision on whether or not to visit the restaurant or buy the jacket. A customer’s experience, and what they have to say about that experience, can have a huge impact on the success or failure of a brand. Let’s take a look at the importance of creating a positive customer experience online.
Customer experience journey
Why create a meaningful customer experience?
In today’s digital-first world, it is important to learn how to build and deliver a meaningful customer experience in order to create a deeper connection with your clients and foster a loyal and long standing relationship between your brand and your customers.
A successful digital customer experience interacts with users through digital media that reflects the brand values of the company. It's not just about creating content or platforms, but rather considering the user throughout the entire development process.
Creating a positive customer experience is vital: according to live chat software company Drift, almost 90% of consumers are willing to pay more for a good customer experience. It starts from the very first moment they learn about your company and continues through every interaction with your business—from marketing and product to sales and customer service. These interactions must be warm and cordial and as human as possible. Users don’t want to be treated as potential clients but as people.
How to create a successful digital-first customer experience journey mapping?
As the market continues growing, customer expectations are also getting higher. It's important to be present in every moment of the customer journey so the information and the brand message can be delivered successfully and create an impact. The best way to accomplish this is by understanding the individual user so you can predict their next move. As challenging as this may sound, users shouldn't even be aware that they are on a journey. Your customer experience should be personal and seamless; there should never be two exact customer journeys.
Choosing the right tools and the right technology to create and deliver the customer experience journey is almost as important as the experience or product itself. With that in mind, your customer approach should not be the same as it’s always been. To align with your customers’ actual needs, your digital CX strategy should focus on data, content, and architecture.
.jpg "xpr_news-featured.jpg")
