Since the pandemic, we have taken a big leap in digitalization. According to the Mckinsey survey, we have advanced in digitalization by at least seven years.
In the aftermath of the pandemic, many businesses converted their operations into e-commerce to keep their business sustainable and to keep their loyal customers engaged. However, just converting businesses into e-commerce sites is not sufficient to retain consumers.
YES!!! You read it right.
It does not matter to consumers whether your store is online or offline, whether you promote or not if it leads them to their desired objective in a smooth manner. However, their expectation is for both online and offline interactions to be equally satisfying so that they can receive the best overall customer experience, or else they will go to competitors.
Steve Jobs once said, “You’ve got to start with the customer experience and work back toward the technology- not the other way around.”
Now, here comes the spinal line of the e-commerce business to increase the retention of your consumers, “Digital Customer Experience” also called DCX.
First, we’ll understand shortly “What is DCX?” then we’ll see why it matters for the business and how it has increased its value post-pandemic.
“Digital Customer Experience” considers all the interactions your brand has with your customers online. The touchpoint may begin with your company website, but may also include mobile apps, chatbots, social media, and other channels.
Mckinsey survey says after the pandemic,”71% of consumers expect companies to deliver personalized interactions-and three quarters will switch if they don’t like their experience.”
Over 5 hours a day, the average Indian uses his or her phone, and they want their experience with your brand to be similar to what they already know; easy and seamless.
Previously, DCX was about the convenience of an individual consumer and not the shared experience, but now DCX had become the center of attraction to excel in your brand, That’s the reason Jerry Gregorie said, “The Customer Experience is the next competitive battleground”.
As the study show, the Pandemic has changed consumer behaviors, one-fourth of the population is keeping their consistency with brands after they have a good experience, because more than the product and their prices, a seamless experience throughout the buying journey is becoming a star of the game and maintaining a relationship with the consumer for the long run, this is the reason why DCX is becoming important matter in business.
- 4x customers are more likely to try a competitor after a service problem-Brain & Company
- 91% of customers are more likely to buy again after a positive experience.
Furthermore, the changing behavior of consumers also increased the desire for instant results from e-commerce sites, as one study shows that a few seconds of delay in loading a page can make 50% of consumers abandon it.
A study by Customer Management IQ found that 76% of customer management executives and leaders place a high priority on the customer experience at their companies.
A DIGITAL CUSTOMER EXPERIENCE is no longer a mere reflection of the good and bad experiences of a consumer but is the engine that propels a company forward. DCX-focused brands are more likely to receive higher customer retention, reduced churn, higher customer lifetime value, reduced service costs, and most
importantly, higher customer loyalty.
Now, will see different tools used for Digital Customer Experience.
Tools that keep customers engaged are the best tools. Engaging with your audience will encourage them to check out future products and other benefits of using these tools and methodologies is it tracks 360-degree customer experiences including interacting with each customer on their device of choice, at the right time and storing information in any format so that rich and interactive experiences can be delivered. Integrating the entire customer journey, identifying passive or dissatisfied customers, creating an efficient marketing strategy to maximize their value to the enterprise, and customizing their experiences based on their behaviors, purchases, and locations.
- CUSTOMER SERVICE CHATBOTS — A customer service chatbot uses artificial intelligence (AI), machine learning, and natural language understanding (NLU) to mimic human speech. The bots use natural language processing (NLP) to analyze human communication and answer questions in the correct context. Automated chatbots can be used online to chat with customers as well as provide recommendations based on their browsing history and their shopping cart. In addition to taking food orders, chatbots can also call cabs for customers. Chatbots have been designed to fit business models very well. They can also gather customer information — such as order numbers and the nature of the issue — to be sent to a live chat agent when the bot cannot solve the issue
- VIDEO MARKETING STRATEGIES — You might have fantastic products or services, but without giving customers a reason to choose your brand you will not maximize your reach. Video marketing is one of the most effective customer engagement strategies.
- A HABIT LOOPS APPROACH — Pere Monguio of FX Street explains “Implementing habit loops that keep customers engaged in digital environments will become a priority. Big platforms have been using them for years. Brands have realized they need to catch up.” Creating habits that make prospects excited about your brand and possibly addicted to it will keep them coming back for more information or rewards.
There are many more tools and methodologies of Digital Customer Experience used by different brands and organizations, we will surely discuss more of these in upcoming articles.
Let’s connect and talk to explore ways to Super Charge your Customer Experience via the Hooked Model of Entertainment — a hooked model driven by your business rules enabling you to meet your goals. Now You may not have to Nudge your Customer to come back to your Platform.
Originally published at https://blaash.io on April 12, 2022.
