The line between the online and offline worlds continues to blur further every day with mobile banking and tools, virtual customer service, robust shopping experiences et al. It’s nearly impossible to satisfy your customers without employing and leveraging the potency of the digital channels to its fullest.
But no digital strategy would be complete or useful if one overlooks the customer experience side of it. In fact, a very finely thought and laid out Digital strategy could fall on its face instantly by doing so, without a doubt. But the sad fact is that many organisations are still grappling with nuances of rolling out an insightful Digital Customer Experience (DX) strategy that helps them exact the maximum advantage from their Digital platforms.
A well-defined customer journey requires a holistic customer experience strategy
By marrying a well ironed out Digital CX strategy to your organisation’s Customer Journey, you are in fact ensuring a seamless multi-channel -platform for your customers resulting in a blissful experience to the end user.
In fact, we have identified six key areas, which can be used to benchmark the Digital CX excellence of an organisation.
Multi- Channel Adaptability
- Seamless Channel Transition: Customers should be able to transition various platforms effortlessly without losing the context.
- Consistency of information across all channels
- Ability to save and display a customer’s history
Reachability
- Awareness
- Existence and reliability of preferred channels
Service Convenience
- Clear and up-to-date information
- Ability to ask for quick and live support
- Ability to get end-to-end support
Purchase Convenience
- Ability to conduct end-to-end transactions
- Availability of subscription to new products and services
- Clear and up-to-date information
Simplicity and Ease of Use
- Intuitive design
- Simple and guided journeys
- Simplicity of navigation
Personalization
- Context customization
- Recognition of each customer as an individual
- Ability to meet customers’ preferences automatically
By ensuring the above-mentioned points are addressed in your online DX strategy, one can ensure a seamless customer experience across multiple channels, which would obviously result in the customer satisfaction ratings of your organisation. Moreover, with a bunch of highly satisfied customers you can start leveraging the full potential of your digital bandwidth in revenue generation and brand building.
