By the year 2023, 22% of all sales globally will come through e-commerce. That means nearly a quarter of all your sales by then would need to come through your website. Is your sales volume matching those statistics?
Sure, your business might have a website, how can any business survive without one. But have you given some thought to what the digital experience is like for your customer when they enter your site?
With so much online competition, how does the digital customer experience match up to your competitors? One thing’s for sure, if your customer doesn’t have a positive experience, they’ll leave for the competition and likely not come back.
Read on to learn how you can improve and enhance the digital experience of your customer.
What Does It Mean Digital Customer Experience?
First, let’s define a digital experience. Sure, a customer might spend time on your website but there are other ways they’ll likely interact with you digitally.
This might include digital chatbots, your mobile app, and social media pages.
How those experiences go on any platform that’s digital will define their digital experience.
Customer Experience Vs Digital Experience
Sometimes when evaluating the data here, the terminology can get muddled. You want to be sure you’re getting accurate information from your digital experience platforms.
Customer experience is often a term that overlaps with the customer’s digital experience. A customer experience can include any interactions your customer has with your brand. This might include the times they interact with you at your brick-and-mortar location. Those experiences might be different than ones in the digital world.
Make sure when you’re measuring your analytics, you looking specifically at the digital experience. Use the Decibel.com guide to get more information.
Improving the Customer Digital Experience
So, what can you do to make sure your customers have that positive digital experience?
First, you need to know your customer profile. Who are your customers? What kind of things can your brand do digitally to engage with your users. Once you understand the personality of your users and how they act online, you can cater your digital experience to meet their expectations.
Creating a customer journey map is an interesting way for your business to understand what happens when customers use your digital platforms.
Your business might be doing more and more digitally, but so are your customers. They expect the experience to be user-friendly and engaging. They also expect you have resources that allow them to get information from your site on their own. They are tech-savvy users and want to be able to get what they need from your site without needing to always interact with you.
Gone are the days when we can only communicate by dialing a number on the phone. In fact, customers want to be able to communicate with you in a variety of ways and those ways can happen through your digital platforms.
Also, gone are the days when most people sit down at their big desktop computer. People have smartphones that allow them access via their handheld devices. You need to make sure your digital platforms are mobile-friendly.
Giving Your Customers a Stellare Digital Experience
The use of digital tools is only going to continue to increase for customers, no matter what your business does. You want to ensure your customers have the best possible digital experience.
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