The Complete Guide to Digital Customer Experience
Delivering Superior Digital Customer Experiences
Last Updated: Jun 28, 2022
Reality isn't black and white, and the distinction between digital customer experiences and traditional customer experiences (CX) is grayer than ever. In this digital age, businesses need to find a way to meet customer needs and expectations that have been raised by digital engagement.
A digital customer experience strategy is the best way to ensure that you are delivering positive digital customer experiences. This guide will teach you everything you need to know about digital customer experience, including:
- What digital customer experience is and why it matters
- What digital customer needs and expectations are
- How to identify digital touchpoints
- How to create a digital customer experience strategy
If you're ready to improve your digital customer experience, then let's get started!
What is Traditional Customer Experience?
Traditional customer experience (CX) covers all the interactions a customer has with your business, from the very first time they hear about your brand to long after they make a purchase. CX is the totality of a customer's experiences with your company, and it encompasses everything from customer service to marketing to product design.
In recent years, there has been a shift in how businesses think about CX. Traditionally, businesses have focused on the transaction — on getting the sale and then moving on to the next customer. However, in today's digital age, customers are more informed and have more choices than ever before. This has led businesses to realize that they need to focus on the customer relationship — on creating a positive customer experience that will keep customers coming back.
What is Digital Customer Experience?
Digital customer experience (DCX) is the subset of CX that relates to digital interactions.
At its simplest, digital customer experience is the sum of all experiences a customer has with your brand or company that take place online, through digital channels.
This could include anything from visiting your website, to interacting with you on social media, to reading online reviews, to using your mobile app. Digital customer experience is about how these digital interactions make your customers feel.
Positive digital customer experiences result in happy customers who are more likely to buy from you, recommend you to others, and come back to you again in the future. On the other hand, negative digital customer experiences will discourage customers from doing business with you and could even damage your reputation.
In order to give your customers the best digital experience possible, you need to understand what they want and expect from digital interactions with your brand. You also need to be aware of the different digital touchpoints where you can engage with them.
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What are digital touchpoints?
A digital touchpoint is any digital channel where customers can interact with your brand. Digital touchpoints include your website, social media, mobile app, online ads, email marketing, and more.
Some digital touchpoints are owned by you, like your website or mobile app. Others are third-party platforms like social media or online reviews. Lastly, there are digital channels that you have no control over, like search engines or online news articles.
Digital touchpoints are important because they give you an opportunity to engage with customers and create positive digital customer experiences. However, it's important to note that not all digital touchpoints are created equal.
Some digital touchpoints, like your website or mobile app, are under your direct control. This means that you can optimize them to deliver the best possible digital customer experience.
Other digital touchpoints, like social media or online reviews, are not under your direct control. This means that you need to be extra careful about how you engage with customers on these platforms, as negative experiences could damage your reputation.
The most important thing to remember about digital touchpoints is that they are constantly changing. As new platforms and channels emerge, you need to be prepared to adapt your digital customer experience strategy accordingly.
Why is digital customer experience important?
Digital customer experience is important because it can help you:
- Build trust and credibility with customers
By delivering positive digital customer experiences, you can build trust and credibility with customers. This is especially important if you're a new brand or if you're trying to win over customers who are skeptical of digital interactions.
- Stand out from the competition
In today's digital age, it's more important than ever to stand out from the competition. Delivering positive digital customer experiences is one way to set yourself apart from the competition and make your brand more memorable.
- Increase customer loyalty
Positive digital customer experiences lead to happy customers who are more likely to buy from you again in the future. This can help you increase customer loyalty and grow your business over time.
- Make it easy for customers to do business with you
If customers have a positive digital customer experience, they're more likely to do business with you. This means that you need to make it easy for customers to find your digital channels and interact with you online.
- Improve your bottom line
Ultimately, delivering positive digital customer experiences can help improve your bottom line. Happy customers are more likely to buy from you, recommend you to others, and come back to you again in the future.
What are digital customer needs and expectations?
In order to deliver positive digital customer experiences, you need to understand what customers want and expect from digital interactions with your brand.
Some digital customer needs and expectations include:
Customers expect digital interactions to be convenient and easy to use. They don't want to have to jump through hoops or go through a long and complicated process just to do business with you.
Customers expect digital interactions to be fast. They don't want to have to wait around for pages to load or for you to respond to their inquiries.
Customers expect digital interactions to be personalized. They want you to remember who they are and what they like. They don't want to be treated like just another number.
Customers expect digital interactions to be safe. They don't want their personal information to be at risk of being hacked or stolen.
Digital customer experience is important because it can help you meet customer needs and expectations. By understanding what customers want and delivering digital experiences that meet those needs, you can create satisfied customers who are more likely to buy from you, recommend you to others, and come back to you again in the future.
What Role Does Digital CX Play in Your Organization's Overall CX Strategy?
Experience data (X-data) and operational data (O-data) should be used together to provide better insight into your customer journey at every step of the way.
Experience data is collected through surveys, interviews, and other research methods that ask customers about their digital customer experiences.
Operational data, on the other hand, is collected through digital platforms and channels, such as website analytics, social media monitoring, and call center data.
Organizations should use both X-data and O-data to understand digital customer experiences and improve digital customer journeys. X-data can help you understand how digital customer experiences make customers feel, while O-data can help you understand what digital customer experiences are actually happening.
Using both X-data and O-data will give you a more complete picture of digital customer experiences. With this information, you can improve digital customer journeys and create better digital customer experiences.
Digital CX is just one part of your organization's overall CX strategy. To create a complete CX strategy, you need to also consider other channels and touchpoints, such as brick-and-mortar stores, call centers, and social media. Each channel has its own set of needs and expectations that need to be met in order for customers to have a positive experience.
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Designing for the 7 Stages of the Customer Journey in your digital experiences
The seven stages of the customer journey are: awareness, research, comparison, purchase, use, review, and loyalty.
- Awareness: The customer is aware of a problem or need.
- Research: The customer begins to research potential solutions.
- Comparison: The customer compares different options and chooses a product or service.
- Purchase: The customer makes a purchase.
- Use: The customer uses the product or service.
- Review: The customer leaves a review or feedback.
- Loyalty: The customer becomes a loyal customer and advocates for the brand.
To create positive digital customer experiences, you need to design for each stage of the customer journey.
This means creating experiences that meet customer needs at each stage, such as providing information and resources during the research stage, or offering discounts and loyalty programs during the purchase stage.
By understanding the customer journey and designing for each stage, you can create digital experiences that meet customer needs and lead to positive outcomes.
What are some digital customer experience best practices?
Some digital customer experience best practices include:
-Making it easy for customers to find what they're looking for: Customers should be able to easily find the information and resources they need on your website or app. Use clear and concise navigation, search functionality, and labels to help customers quickly find what they're looking for.
- Delivering what customers expect: Customers have certain expectations when interacting with your brand. Make sure you meet those expectations by delivering digital experiences that are consistent with your brand identity and messaging.
- Providing personalized experiences: Personalization can go a long way in creating positive digital customer experiences. Use customer data to provide personalized recommendations, content, and offers.
- Creating a seamless experience: A digital customer's journey should be smooth and easy. Make sure there are no roadblocks or hurdles that stand in the way of a customer completing their task.
- Being responsive to customer needs: Customers expect quick responses when they have questions or problems. Make sure you have a digital customer service strategy in place to address customer concerns in a timely manner.
By following these digital customer experience best practices, you can create positive digital customer experiences that lead to loyalty and advocacy.
Tips for Creating Memorable Digital Customer Experiences
Digital customer experiences should be memorable for the right reasons. Here are some tips for creating digital customer experiences that customers will remember:
- Make it personal: digital customer experiences should be personalized to the individual. Use customer data to create digital experiences that are relevant and tailored to each customer.
- Go above and beyond: digital customer experiences should exceed customer expectations. Look for ways to surprise and delight customers with your digital offerings.
- Make it easy: digital customer experiences should be easy to use and navigate. Customers should be able to quickly find what they're looking for without any friction.
- Be responsive: digital customer experiences should be responsive to customer needs. Make sure you have a digital customer service strategy in place to address customer concerns in a timely manner.
- Deliver on your promises: digital customer experiences should meet customer expectations. Make sure you deliver on your promises by delivering digital experiences that are consistent with your brand identity and messaging.
By following these tips, you can create great digital customer experiences.
Contact us to find out how Lumavate can help you create memorable digital experiences for your customers!
How do you develop a digital customer experience?
The process of developing a digital customer experience begins by focusing on your customer. Once you empathize and step into their shoes you need to think about every step of interacting with your brand from their perspective. This process is called mapping the customer journey.
Once you have an understanding of how your customers interact with your brand, you can begin to design their ideal experience. This process involves creating digital experiences for every step in the customer journey.
It's important to think about the customer journey from start to finish, but some key moments deserve special attention. These include the first impression, any points of friction, and the purchase decision.
First impressions are important because they set the tone for the rest of the experience. If a customer has a bad first experience with your brand, they're likely to write you off entirely.
Points of friction are moments when customers get frustrated or confused. These need to be addressed because they can lead to customer churn.
The purchase decision is the most important moment in the customer journey because it's when customers decide whether or not to buy from you.
Each of these different steps requires a different strategy when designing digital experiences, so make sure that you have multiple different channels to interact with customers with the best medium possible.
For example, social media is a great channel for generating demand and interacting with your customers directly, but can lack the ability to check out directly in the app.
This means that you need to have a separate digital experience where customers can actually purchase your product. This could be a website or mobile app. Even if you design the perfect checkout process online, if it doesn't load properly or work when the customer needs it, you could lose their business.
It is very important that you sit down and walk through each step of your digital customer journey and experience what the customers will be experiencing. It is the only way for you to understand the process and the way each step connects to the others.
Once you've designed the ideal customer experience, you need to implement it across all of your digital channels. This process begins with creating a style guide and then developing a website or app that adheres to that guide.
It's important to test your digital customer experience before you launch it. This can be done through user testing, A/B testing, and other methods. Once you're confident that your experience is ready for the world, you can begin to roll it out to your customers.
How to Measure Digital Customer Experiences
Digital customer experiences should be measured to ensure they are meeting customer needs and resulting in positive outcomes. Here are some digital customer experience metrics you can use to measure success:
- Customer satisfaction: customer satisfaction measures how happy customers are with their digital customer experience. Use surveys and other feedback mechanisms to collect customer satisfaction data.
- Net Promoter Score (NPS): NPS measures how likely customers are to recommend your brand to others. Use surveys to collect NPS data.
- Customer effort score (CES): CES measures how easy it is for customers to complete tasks on your website or app. Use surveys and customer feedback to collect CES data.
- Digital customer service metrics: digital customer service metrics measure the effectiveness of your digital customer service strategy. Use digital customer service metrics such as first contact resolution rate and customer satisfaction to measure success.
- Conversions: conversions measures the number of customers who take a desired action on your website or app. Use web analytics to track conversion rates.
By tracking these digital customer experience metrics, you can gauge the success of your digital customer experiences and make improvements as needed.
How to Improve Your Digital Customer Experiences
If you want to improve your digital customer experiences, there are a few things you can do:
- Use customer data: Use customer data to create digital experiences that are relevant and tailored to each customer.
- Get feedback: Use surveys and other feedback mechanisms to collect customer feedback and use it to improve digital customer experiences. They key is to make it easy for customers to provide feedback!
- Measure success: Use digital customer experience metrics to measure success and identify areas for improvement.
- Improve digital customer service: Use digital customer service metrics to measure the effectiveness of your digital customer service strategy and make improvements as needed.
By following these tips, you can improve your digital customer experiences.
Tools for Improving Digital Customer Experience
There are a number of digital customer experience tools you can use to improve digital customer experiences. Here are some digital customer experience tools to consider:
- Customer data platform: A customer data platform (CDP) is a tool that helps you collect and manage customer data. CDPs can be used to create digital experiences that are relevant and tailored to each customer.
- Feedback management system: A feedback management system is a tool that helps you collect and track customer feedback. Feedback management systems can be used to improve digital customer experiences.
- Digital experience platform: A digital experience platform (DXP) is a tool that helps you deliver digital experiences. DXPs can be used to improve digital customer experiences by delivering relevant and personalized digital experiences.
- Web analytics: Web analytics tools help you track website traffic and conversions. Web analytics can be used to improve digital customer experiences by tracking which digital experiences are most effective.
These are just a few digital customer experience tools you can use to improve digital customer experiences. Use these digital customer experience tools to create digital experiences that are relevant, personalized, and effective.
Contact us to find out how Lumavate can help you create memorable digital experiences for your customers!
What does a Digital Experience Platform do?
Now that you understand what it takes to develop a digital customer experience strategy, how do you create the digital experiences themselves? One great option is to use a digital experience platform (DXP). A DXP is a software platform that helps businesses design, build, and deliver digital experiences.
A DXP will often include features such as a content management system (CMS), eCommerce capabilities, personalization tools, and analytics. Using a DXP can help simplify the process of creating digital customer experiences by providing everything you need in one place.
Lumavate is an example of a DXP that can help you build personalized digital experiences without having any coding background. You can deploy hundreds of different apps, each personalized by pulling data from your current tech stack, all without writing a single line of code.
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