Digital Customer Experiences
- 25 Feb
Digital Customer Experiences
Digital Customer Experience (CX) has become a key business differentiator for any company who has a focus towards an omnichannel digital engagement with their customers.
What is a Digital Customer Experience (CX)?
Digital Customer Experience is a matrix of the digital connections between a business and its customer. This matrix of information builds ‘contextual intelligence’ about the customer which is used to optimise their interaction with your company by providing a ‘personalised experience’.
EVERY lead, prospect, or customer you have WILL have some type of digital experience with your business.
This experience typically begins with demand generation campaigns like;
• An email they receive
• Facebook post or digital marketing campaign
• Google search (SEO) or AdWords campaign.
What happens when they hit your landing page?
Do they learn or register for something, download an item, make an enquiry, make a purchase, or do they just leave….?
This is where your Digital Customer Experience & Journey becomes SO important.
Digital Customer Experience & Journey uses the matrix of digital touchpoints to guide the customer and personalise their shopping experience. This then allows you to present relevant content and shopping choices ‘on-demand’ each driven by the customer’s online actions.
How to create a ‘personalised’ Digital Customer Journey?
Gartner predicts that by 2022, 70% of shopping interactions will be influenced by online activity either by a website or mobile devices.
This means that you WILL have a digital presence and that the majority of your customers WILL receive a digital experience from you.
With so many businesses in your industry segment all competing for the same audience, it’s only those who provide the BEST digital customer experience that will survive.
Its no use spending money on social media and digital marketing campaigns if you haven't defined your digital customer experience and journey. The leads generated from your campaigns will simple evaporate.
Digital Customer Experience projects components!
Knowing your customers are understanding and their challenge.
It’s important that you understand who your potential buyer is and the type of problems they face. Know this, and you can more easily create a solution that represents real with value.
Creating value-add customer solutions.
Solve the challenge of your customers and create value-add solutions supported by sales toolkits, marketing messages, and targeted digital campaigns.
Understanding how your online customer traffic will be generated.
You will be driving traffic to your website. Will this be generated from campaigns on Facebook, Google AdWords, Instagram, email marketing, or events or seminars?
Map your customer’s purchase decision process to your online digital journey.
Personalised shopping experiences allow you to present relevant content or choices to your online customers ‘on-demand’ driven by their online actions. You need to pre-empt these online steps as they move from research and learning stage to the purchase.
Determine the best way to represent this in a digital environment.
It’s essential that you understand how your buyers research and purchase products and services like yours. Your landing page should be designed in a way that they accommodate this process and the types of information or actions the shoppers may need.
Understanding the digital tools that are available.
There is a myriad of amazing digital technology available. Do not think that one product will answer all your needs (it won’t). Instead of trying to work this out yourself, work with digital transformation agencies like us who have experience across a many emerging digital tools and software vendors. Having a quality website and social media presence is obviously the first step.
Read our blog "Building next generation Digital Customer Experiences (CX)". Having a quality website and social media presence is obviously the first step.
Need help getting started?
As more and more companies begin to explore their hyper-targeted digital marketing journey, rev™ Sales & Marketing Acceleration is there to show them how to correctly plan and invest in personalised and contextual digital marketing and sales engagement programs.
rev™ is a digital transformation agency and support clients with Digital Customers Experience, Digital Channel Marketing, Omni-Channel Commerce, Artificial Intelligence (AI), Virtual Assisted Technology, and Workflow Management.
See REAL business examples using Digital Customer Experiences.
To help companies understand how digital can be used in their business, we’ve provided a business examples as thought provokers. [Learn about Digital Opportunities]
How start your Digital Transformation Project.
Want to kick-start your digital project?
Learn our Digital Transformation Framework and process. [Learn Framework]
Next Generation Digital Customer Experiences (CX).
As technology rapidly advances, learn about the Next Generation of Digital Customer Experiences (CX)
Need some help? Ask Rob, our digital expert for any help or advice to plan your companies digital experience journey, contact Robert Durrant on firstname.lastname@example.org or call +61 3 9863-7444.
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Keywords: Digital Customer Experience, Digital Channel Marketing, Digital Experience Solutions, Multi-Channel Commerce, Sales Engagements, Sales Coaching / Mentoring, AI and Voice Applications, Digital Experience Acceleration, Contextual Shopper Intelligence, Artificial Intelligence (AI), Augmented Reality, Voice Assisted Applications, Digital Marketing, Social Media Marketing, Business Strategy, Marketing Strategy, eCommerce