More and more, companies are waking up to the power of improving their digital customer experience. In fact, 80 percent of organizations plan to complete mostly on CX this year.
Wondering how to build an excellent digital customer experience?
Here’s a beginner's guid to customer experience management and ways to improve online presence to help you get started.
Why Digital Customer Experience Matters
Customers are rapidly moving to digital platforms to connect with businesses. And it's paying off for smart companies. In fact, more than half of CEOs say digital improvements have led to revenue growth. If you’re looking for an in-depth explanation of how CMOs can develop your own comprehensive CX program take a look at this: Master Planning for CMOs: Leveraging CX Mapping to Harness Everything, and Everyone
Today, more and more, consumers are turning to online spaces to get to know companies. And their experiences can ripple across the web through social media and digital communications.
Companies that boost their online customer experience can build their reputation and accelerate sales. Here are some keys to improving the digital customer experience:
Good companies know their customers well. For a strong CX, that means setting up personas. These are clear profiles that detail the typical customer.
Companies that have a wide variety of customers can narrow the scope too. It's a good idea to choose one unit of the business and outline the customer for that section. The more businesses know about their potential customers, the more they can meet their needs.
Bring Needs to Customers
Digital customers want to be able to find what they're looking for quickly and easily. And sites that require a lot of navigation or have complicated layers can turn off customers fast.
Instead, focus on bringing products directly to the customers. Make roads to purchases and the checkout experience as seamless as possible.
Get Management to Support Infrastructure
In the digital era, it's crucial that departments and company missions are unified. That means breaking down silos and promoting messages in all departments.
And this all starts with a solid infrastructure. As a friend of mine, Joshua Tye likes to say “When it comes to transformation, you need FORM if you want TRANS to happen.” If you want to a cheatsheet for a way to create the FORM for your transformation, I recommend The Integer Group’s CX3 program.
Before setting up a plan for online customer experience management, set up clear internal processes. And make sure they're focused on the customer. This also means picking the best ways to improve CX in all areas of the business.
Create Savvy Content
Savvy content tells a story, however, even mort importantly it takes advantages of algorithms. For a comprehensive textbook view of how content works to enable your brand. I’ve elaborated about it in a post all about how content works.
Customer data is the key to understanding what consumers want and need. And it's a valuable way to improve the online experience.
But more online presence also means more exposure to security risks. Good businesses are transparent about how they're storing or sharing data. They also make an extra effort to make sure customer and employee data is in safe hands.
Securing data and communicating policies about data can build trust with customers. And it will make customers more comfortable about sharing their information.
The Next Steps in CX
This guide should prepare you and your brand for better digital customer experience. If you want to talk in person about the challenges you’re having, I’m available to connect for a conversation and help guide you along the way. You can reach out to me here.