How to Improve Digital Customer Experience
Written by Support EXP
As customers continue to prioritize the digital experience, meeting them where they are is essential. When you improve the digital customer experience, you’ll stay competitive in your field while boosting customer trust.
Wondering how to improve digital customer experience without losing the personal touch?
Here is our take on digital trends, along with helpful tips and advice so you can create the best digital experience for your customers.
Key Takeaways:
- Digital channels are gaining importance as a primary experience for engaging customers.
- Personalized, meaningful messaging can keep digital experiences fresh and inviting.
- Customer feedback is a valuable source of data for improving digital experiences.
Adding the Digital Customer Experience to Your Overall Customer Experience Strategy
In today’s increasingly internet-dominated world, the digital customer experience might be the only one customers have with your business.
Instead of human-to-human interaction, the digital customer experience includes online ads, your website, remote tech support, digital customer service, and other types of interactions that take place online.
The Importance of the Digital Experience
The digital experience matters because customers expect to find everything they need online. They want to find the product or service they’re looking for, purchase it, and find answers to questions themselves.
According to a 2020 Deloitte report, 45% of digitally mature companies experienced higher net revenue growth, and 43% experienced a higher profit margin— compared to just 15% of companies less experienced in the digital realm.*
More and more, the digital experience is the first (and often only) impression a customer has of your business and your digital impression is the one that’s going to stick in the brains of potential clients.
To even compete with others in your field, you’ll need to offer up-to-date digital options.
Ways to Engage Customers Digitally
It’s increasingly evident that a coherent and up-to-date digital presence is essential to keep would-be clients engaged, interested, and ready to buy.
So, how can you improve the digital customer experience? Here are some of our suggestions:
Stay Personal
Many companies confuse “digital” with “impersonal.” However, just because you’re moving to a computer screen doesn’t mean that consumers want to interact with cold, robot-like organizations. Customers still love the personal touch, whether it be an email designed around their interests, a personalized browsing experience, or a friendly text message thanking them for their business.
Be intentional about staying personal, even as you move online.
Keep Your Messages Meaningful
More online ads aren’t always better. Once someone is engaged, whether they’ve signed up for your newsletter list, followed you on social media, or made a purchase, don’t bombard them with cut-and-paste advertisements.
Instead, focus on creating high-quality, curated content that addresses topics they value.
Consider blogging about common issues among your buyers or stoke human interest by highlighting employees and notable customers.
A few meaningful messages will create a better connection than a string of impersonal ads.
Improve Your Website Journey
In the digital world, your website is often the first stop when people want to learn more about your brand.
Keep it relevant and streamlined, with an easy-to-navigate homepage, a clear About Us page, and easy-to-follow CTAs.
Improve the digital customer experience by keeping your website easy to navigate and functional for visitors.
Ask Every Customer for Feedback
The people who know best about whether your customer experience management is working are your customers.
Don’t be afraid to ask them for their feedback. If you’ve rolled out a new feature lately, take a survey to see how people liked it or track engagement across social media posts.
Implement automation within your feedback strategy to automatically send out surveys after important touchpoints like a sale or project completion, or after an engagement with your company like a chat session or call.
You’ll get a better picture of what customers want, and they’ll feel valued by providing feedback.
Which is the best type of data for measuring the customer experience? Depending on your goals, the answer is different.
Identity data is your best option if you’re looking to discover and target a specific demographic. Engagement data is your best option to boost customer engagement across platforms.
The bottom line? Determine your goals for data-driven customer experience before you start collecting information. It will allow you to conduct the most targeted and effective collection campaign.
How Does Data Improve the Customer Experience?
Data collection is a great way to improve customer experiences. However, just having a lot of information at your fingertips isn’t enough. You must first collect the correct data and then analyze it properly to improve your CX.
To leverage your data, consult with managers within your company and get outside help to determine your most important goals in the customer experience.
Do you want to create more repeat customers instead of one-time buyers? Are you looking to launch a targeted marketing campaign? Do you want to improve purchase satisfaction?
Once you’ve created your goals, you’ll be able to decide which type of data would best help you achieve them.
After you’ve collected the data, create actionable points based on your information and follow through. You’ll be able to create the optimal customer experience.
When looking to improve customer experience, it’s essential to stay competitive in the digital experience space while not losing sight of the personal touch.
Keep your digital customer experience fresh and relevant with personalized elements and meaningful messages rather than tedious ads. Streamline your website navigation to ensure customers can find what they’re looking for.
Finally, don’t be afraid to engage with your customers and ask for feedback along the way!
Do you need help improving your digital customer experience?
The experts at Support EXP have years of experience helping banks and credit unions stay relevant and focused on their customer experience.
Reach out below to learn more.