Digital Customer experience refers to how your customers interact with and experience your brand online. As we have said before, CX is always evolving. It is no longer simply about customer support. Rather, it encapsulates all experiences/interactions that your customers have with your brand. For example, looking up a product online, contacting support via an app, finding the closest point of sale, all form ‘digital customer experience.’
Did you know that as per a report by IDG,
44% of companies have already moved to a digital-first approach for customer experience?
It’s really not surprising that as per another report,
Two-thirds of global CEOs will start focusing on digital strategies to improve customer experience.
Clearly, digital is the new battleground for companies. In fact, a PwC study found that 45% consumers have started using their mobile phone more as a shopping channel since the COVID-19 outbreak.
Therefore, planning and optimizing you digital customer experience is crucial for success.
Important Digital CX Touchpoints
A combination of various physical and digital touchpoints creates a customer’s impression of a brand. So, if you wish to build Loyalty, focus on providing a consistent customer experience across all channels.
Some common digital customer experience touchpoints are-
- Official brand website
- Mobile App
- Social Media (Facebook, Instagram, YouTube, Twitter)
- Emails and Live chats, etc.
We live in a digital age. This coupled with the fact that Covid-19 has rendered most of us homebound means that CX, especially digital is the next battle arena. As per the PwC study,
60% of consumers have switched brands ever since Covid-19 began.
To succeed, brands must understand how their customers interact with them online. And the first step is- Mapping customers’ digital journeys to gather actionable insights.
Digital customer experience management is not rocket science. It’s actually quite simple. Understand your customers’ behavior online, allow them to contact you easily when they face issues, and respond to them. But how does one go about doing all this? We’ll tackle that in the blog next week.