3 Secrets to Create a Superior Customer Experience
Digital customer experience is a crucial part of any business. In the aftermath of the pandemic, having a solid online customer journey has become a key focus for many companies in order to survive. A recent Appdynamics study found that 88% of technologists report that digital customer experience is now the priority.
But with everyone shifting their focus, what can be done to craft the best customer experience possible? Here are three secrets you need to know…
Precision & Speed
Organisations need to react faster than ever to implement digital customer experiences. Many businesses utilise AI to resolve common user queries, whereas a mixture of automation and outsourced staff can be blended to create a fast, but human, customer journey.
Whilst quicker implementation and updates are enhancing the digital experience, actually understanding your customers’ behaviour is crucial to building the perfect encounter with your organisation.
Quick access to insights allows direct access to your customers’ unconscious and conscious drivers of behaviour. Whilst insights help prioritise your actions, they are useless if they are not accurate.
Basing your resources on misinformation is an expensive mistake and one that can impact your business long term, whether it’s sourced through software, a CMS, or manually. Insights are your cheat codes for designing, testing and implementing the ideal digital experience.
Trust what your customers do, not what they say
Designing your customer journey used to rely on feedback and traditional research. However, now we have the opportunity to operate on a grander scale, thanks to the ability to match corresponding data to how your audience actually feels and responds to your organisation.
With software-based, biometric devices like Conversion Rate Optimization (CRO) becoming commonplace in our lives, it’s your role to utilise these opportunities in order to put your audience at the centre of what you do.
These opportunities allow you to capture unconscious responses and provide quantitative analysis that delivers ground-breaking insights. This unlocks the unconscious behaviour that can deliver a higher ROI and truly improve the customer experience.