How to Enhance Your Customer’s Digital Experience

Digital Experience

How to Enhance Your Customer’s Digital Experience

Technology has democratised how people purchase your goods and services. Most people expect instant gratification and a “now” service within five minutes of making contact with you online.

People expect the same kind of immediacy, personalisation and convenience as they do from heavy hitters like Google and Amazon. If your brand’s digital experience isn’t up to par, then you risk losing customers to your competitors who have taken the time to pay attention to the complete end-to-end experience.

Customer Experience is the complete set of interactions and engagements that your customer has with your company. This encompasses online touchpoints such as video views, mobile and desktop content consumption, ecommerce transactions etc. Top that off with the offline touchpoints such as in-store, outdoor and experiential advertising, you have the complete omnichannel experience to get right and master.

An enhanced customer experience will pay dividends by delivering better business performance. By enhancing the holistic digital experience, your customer is more likely to recommend your brand.

Personalisation is by far one of the most important elements of your customer experience strategy. Personalised digital marketing evokes strong emotional connections, hence allowing you to create a more memorable connection with your customers. By making effective use of data, you can optimise the customer journey so it is more timely and relevant.

 

Apply these top 8 principles to your digital strategy;

 

  • The experience should be Personalised and relevant
  • The experience should be Fast
  • The experience should be Fulfilling
  • The experience should be as consistent as possible across channels
  • The experience should be safe and reliable
  • The experience should be easy to understand
  • The experience should be valuable
  • The experience should be mobile-friendly
Dennis Tapfuma About the author

Dennis Tapfuma has spent the last 12 years as digital delivery consultant for some of the world’s leading brands and digital agencies. He has served as an digital agency Programme Director and Consultant delivering digital programmes for clients which include Unilever, GSK and P&G.



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