“One customer well taken care of could be more valuable than $10,000 worth of advertising.” – Jim Rohn
In today’s fast-moving world, digital technology has revolutionized nearly every aspect of modern life right from communications, travel, work, shopping, entertainment, and software industries. Almost all of the electronic devices are incorporated with digital technology in some way. Customers are market-savvy, they like to compare prices of products, or check reviews, all within seconds. Now customers all over the world like to interact with the organizations using digital technology as it is the fastest way to communicate.
Did You know?
By digitizing customer service, customer satisfaction can be increased by 33% and costs cut by 25 – 35%.
The more digital the journey, the higher the customer satisfaction.
With 92% customer satisfaction, live chat leads the way ahead of email, telephone, and social media support and 63% of customers would return to a website that offers live chat.
(Source: McKinsey and Company)
What Is Digital Customer Experience?
The digital customer experience is the total of all the online interactions a customer has with your organization. The digital customer experience would include the following sources.
Company website
Mobile apps
Chatbots
Social media
Other channels
Digital customer experience helps you understand how your customer is interacting with your company. It assists the company in finding out how its services can be improved to give a better customer experience.
Who Is A Digital Customer?
A Digital customer is the one who uses different technological platforms like websites, social media, mobile apps to engage with the brands and follow the process. It is important for companies to know the needs of the customers and suggest them the best practices in the market.
There are different types of digital customers namely:
Web customers
Mobile customers
Social media users
Email customers
Blockchain customers
Digital Customer Experience vs Customer Experience
Overall both DX and CX are focused on meeting customer expectations. DX is significant to the success of your overall customer experience strategy. By improving your digital channels, you improve your overall CX.
Why Does Digital Customer Experience Matter Now?
Traditional customer service methods included meeting the customers in physical. But today’s digital world includes visiting customer’s websites, answering phone calls, texting, live chat, self-serve, social media and the list goes on and on. One such method is allowing customers to provide feedback to the companies about the services and the issues. Digital customer experience matter because of the following:
To give 24/7 customer service
To provide easy navigation
To unify conversations in one customer communication platform
Provide hyper-personalized experiences
Clear and simple to understand information
Quick Resolution to their queries
To know customer’s pain points
To provide real-time service to customers
Enhance customer loyalty and satisfaction
Increase customer retention and acquisition
To gain higher sales, conversions and average order values
Allow customers to multitask
To get access to report and analysis
Offer a consistently relevant customer service by knowing the customer
To get customer’s feedback on services
Trends That Will Drive the Future of Digital Customer Experience:
Voice Search
Internet of Things (IoT)
Closing Remarks
Nearly 66% of customers switch brands because they’ve experienced poor customer service. (Source: Conversocial)
Therefore, to keep pace, you’ll need to stay on the pulse of what’s happening with emerging trends, and the latest strategies to optimize the entire digital journey. It is time to switch to some amazing digital services provided by Kapture CRM to surprise and delight consumers with AI-enabled experiences.
No comments:
Post a Comment