As the world increasingly moves online, businesses need to focus on digital customer experience. But what is digital customer experience? Simply, digital CX is the way your customers interact with your business’s digital channels. This includes everything from your website to your social media presence and beyond.
If you want to reach your customers, you need to meet them where they are—and that’s online. However, it’s not enough to just be present online. You also need to make sure your digital customer experience is positive and engaging. After all, 77% of consumers say they’ve chosen a competitor over a company because of a poor customer experience. (Oracle)
Why should businesses focus on digital customer experience?
In today’s digital age, it’s more important than ever for businesses to focus on providing a great digital CX Here are four reasons why:
1. Customers Expect It
Customers want an exceptional digital CX. They expect businesses to provide convenience and accessibility at every online touchpoint.
2. It’s a Competitive Advantage
In many industries, digital CX is becoming the differentiating factor between businesses. In other words, it’s becoming a key competitive advantage. Those businesses that focus on providing a great digital customer experience will be the ones that stand out from the crowd and attract more customers.
3. It Can Drive Revenue Growth
A focus on DCX can actually help drive revenue growth for your business. Studies have proved that businesses that focus on providing a great digital customer experience see higher levels of revenue growth than those that don’t.
4. It’s an Investment in the Future
Finally, focusing on DCX is an investment in the future of your business. As more and more people move online and as the world becomes increasingly digitized, those businesses that focus on providing a great digital customer experience will be the ones that thrive.
How can you improve your digital customer experience?
Investing in digital CX is essential for any business that wants to stay competitive. But what does that investment look like? Here are a few things you can do to improve your digital CX:
- Make sure your website is user-friendly and up-to-date.
- Be active on social media, and respond to customer inquiries in a timely manner.
- Use data analytics to understand how customers are interacting with your digital channels and make improvements accordingly.
- Invest in customer support tools like live chat and chatbots so customers can get help when they need it.
Think about it this way: when was the last time you did business with a company that didn’t have a website or wasn’t active on social media? Probably never. In today’s world, customers expect businesses to be present and responsive online. If you’re not meeting those expectations, you’re likely losing out on potential customers.
A strong digital CX is a key to success in the modern business world. It’s how you establish relationships with your clients. Resultantly, these relationships are essential to driving loyalty and repeat business. As per Harvard Business Review, brands with the highest customer satisfaction generate revenue growth 2.5 times faster than their competitors.
Navigate the incoming digital storm with DPS-connected experiences.