Strategies for enhancing the digital customer experience quality

With so many options available to customers, the importance of the digital customer experience has never been higher. Look into measuring and improving your online experience.

I. The development of digital customer experience on online platforms 

There has never been a time when the digital customer experience has not been of critical significance to businesses. Consumers in today's market have a number of choices available to them about the locations and modes through which they might purchase products and services. Should consumers be left with a sense of dissatisfaction or disappointment as a result of their encounters, they will not think twice about taking their business elsewhere.

According to the findings of the 2020 CIO Survey conducted by Harvey Nash and KPMG. The same as it was in 2019, the highest attention is placed on increasing both operational efficiency and customer engagement.

CX, which stands for "Customer Experience," has seen an evolution in its definition in tandem with the expansion of its importance. Particularly, CX went through a significant transformation in the year 2020 as the move toward digital became more pronounced. Customers' heavy reliance on online platforms as their primary means of gaining access to products and services has prompted companies to develop new marketing channels, boost the number of customer touchpoints, and work toward developing seamless digital experiences.

In today's rapidly evolving and cutthroat competitive economic climate, the quality of the digital experience that a company provides for its customers has become a standard by which companies are measured. With the help of software development companies, any enterprise can easily improve their online customer experience. 

II. Let’s dig deeper in the term of digital customer experience (DX)?

1. Introduction to the online customer experience

The term "digital experience" refers to the entirety of a customer's interaction with a brand across all digital platforms. This interaction can take place on any device, including smartphones and computers. It is typical for this to include the website of your company; however, it also includes client engagement through mobile applications, chatbots, social media, and any other channels that have a virtual touchpoint. These are some of the most notable characteristics that are developed by software outsourcing services.

2. Follow the customer through the digital customer journey map

Awareness: This is when a customer first hears about your product. Awareness can come from many different places, like social media and word of mouth from friends, influencers and brand advocates, search engine suggestions, ads, marketing emails, blogs, SMS, apps, loyalty programs, and affiliate marketing.

Consideration: A customer likes what they’ve seen, so they start to think about and research the product. They will go to your website, talk to a chatbot, sign up for free trials, demos, and webinars, look at discounts, and read online reviews and testimonials.

Purchase: To buy something online, a customer must create an account or sign in to an existing one, fill their shopping cart, possibly be upsold or cross-sold, apply discounts, choose an electronic payment method, check out, and leave a review about the purchase.

Experience: This is how well the order is fulfilled. It includes shipping and delivery, tracking, online help center, support content (FAQs, instructions, and assembly guides), chatbots and assisted chat, guarantees, follow-up emails, and social media interactions.

Loyalty: Loyalty programs, personalized rewards, newsletters, and social media interaction are all well and good. But the new way to keep customers coming back is to make an emotional connection with them and make sure they get what they expect from the brand: is the product good? Did the customer get helpful help?

The more detail as you can see through this diagram below:

3. How to measure customer experience

These three components must be in place before a company can even begin to measure the quality of the digital customer experience they provide:

The most effective way to approach the digital experience is to gain a comprehensive understanding of the ways in which the customer interacts with the product through various digital touchpoints. These interactions include each click, tap, zoom, scroll, and swipe that is made, as well as the pages that are visited in real time. The ability to track the preferences and behaviors of the consumer on a granular level and react quickly to any points of friction provides a significant boost to the overall quality of the experience for the customer..

For instance, software development companies nowadays use artificial intelligence (AI) to quickly sort huge volumes of data in order to identify trends and patterns. With the help of these technologies, companies can swiftly dig down into pages and screens with high user struggle rates in order to identify the precise root cause of user problems.

Both web analytics and product analytics are crucial features that a dedicated development team will apply in this situation. The capabilities of digital experience analytics solutions, however, go beyond counting page views, tracking unique visitors, and understanding conversion rates. Digital experience analytics technologies disclose both the customer's actions and their motivations. They could assist in satisfying the requirement for context surrounding online customer interactions.

Businesses are able to gain access to these valuable insights with the assistance of software development companies, and they can then use these insights to enhance and inform their decision-making processes in order to improve the overall quality of the customer experience.

The customer journey can be automatically mapped out by modern platforms even when tags are not used. Continuous analysis is made simple because any updates or modifications made to websites or mobile apps are immediately merged into the database. This eliminates the need to manually tag any occurrences, making the analysis much easier to perform.

4. How to improve Customer Experience 

All key business stakeholders may quickly comprehend what is happening at any given time by hiring dedicated development teams to create analytics-based data visualizations, which can deliver information to them. This aggregated perspective also contributes in overcoming the drawbacks of a compartmentalized strategy for teams and data.

A bird's eye view of journeys and the pages where users are having difficulties in the moment is produced by intuitive dashboards. Having a real-time perspective of a customer's purchasing journey is a powerful tool. It implies that businesses can spot possibilities as well as problems like cart abandonment and take immediate action to improve the user experience.

These data visualizations can also suggest the optimal course of action and give stakeholders advice on how to improve each experience.

5. The importance of digital experience analytics

As part of an all-encompassing digital analytics strategy, the leaders of businesses should evaluate the technologies that are available for digital experience analytics in order to track, measure, and ultimately enhance the customer experience throughout the entirety of the customer journey, across all devices, and in all interactions with brands.

It says that "the demand for an enhanced digital customer experience is heightened by the proliferation of digital initiatives and the desire for strengthened digital commerce sites." This is a reference to the fact that there are more and more companies decided to cooperate with IT outsourcing companies to find solutions for the digital customer experience

According to McKinsey, more than 85 percent of businesses that report a more mature customer analytics function claim that they achieve a significant value contribution. This number compares to approximately 20 percent of businesses that have a low utilization of analytics.

Because of the quick pace at which so many businesses are pursuing their digital aspirations, there is now a fundamental need to build an extraordinary DX. This is because the level of competition has escalated. By placing DX at the forefront of their operations, businesses will be in a stronger position to differentiate themselves in a world that is rapidly becoming more digital and competitive.

III. Digital customer experience in a nutshell

We are living in a new digital age, in which customers anticipate prompt resolution of any issues they have with your company and ongoing, proactive enhancement of the quality of their experiences across a wide variety of digital channels.

You may have an efficient digital customer experience strategy up and running in no time at all if you have the knowledge that is discussed in this piece, as well as the appropriate platform, which focuses on the customer experience.

Delighted makes it incredibly easy to execute the digital customer experience strategy detailed in this post by our dedicated development team. Or if you already have ideas and are currently finding reliable partners who have experience in  outsource mobile app development, Adamo Software will turn your ideas to tailor-made software. 

If you have any questions, please do not hesitate to contact us!