The proliferation of mobile devices is the driving force in the shift to utilize digital customer experience strategies. The truth is that a company is no longer the sole motivator behind its corporate and brand messaging – it’s driven by consumers. In fact, consumers are now three times more likely to trust what a stranger online says about a product or service than what a company says about itself.
Regardless of the industry, customers’ relationships with businesses, and each other, have changed in the interactive economy. So where should companies start in implementing an effective digital customer experience strategy? How can they create multiple touch points across digital channels with empowered customers?
Empower your workforce.
Focus on your people, not the technology. With a digital strategy grounded firmly in the value of the brand, get employees engaged in customer interaction across the company in order to recognize and act on opportunities.
Describe and define the intended digital experience.
Your digital strategy should clearly describe how your touch points will meet customers’ needs and how your activities will differentiate from competitors to set you apart.
The right digital investments.
When it comes to digital channels, do not try to do it all. Set a clear strategy and prioritize investments in digital channels and interactions that fulfill brand promises.
Get personal with customers.
Engage with customers and become a valued source of content. Maximize the engagement by treating them as individuals and cultivating relationships with customers who have more choices than ever before.
Create brand advocates.
Take the time to listen to customers across digital channels, creating loyal and engaged advocates for your company who endorse you to their networks and beyond. According to TheGuardian.com, more than 70 percent of customers will spend more money with a company due to a history of quality service.