Many brands are learning that a new breed of customer has emerged in the past few years: a completely digital customer. A digital customer prefers to conduct all their interactions with a brand digitally, from initial contact to final sale, using a laptop, tablet, or smartphone. As brands recognize that this will most likely be a growing trend, they’re adapting their communication and marketing methods to reach out and fully engage with digital customers.
They realize that simply adding a digital chat feature and online ordering and payment systems may not be enough for this new breed of customers. What is needed is an entirely digital customer experience strategy that fully engages the customer and addresses their needs and lifestyles.
We’ll describe the six facets of a comprehensive customer experience management strategy that brands should begin to explore and employ as part of a more complete overall marketing strategy. The strategy makes full use of elements that the brand may already use in reaching certain segments of their client base.
What is a Digital Customer Experience?
A digital customer experience (Digital CX) is a completely online customer engagement interaction conducted through the internet and digital channels such as websites, apps, social media, and chatbots. The brand uses these channels holistically to engage with customers, communicate with them, and present a fuller and clearer understanding of its products and services. The digital CX can also provide a purchase and payment channel.
The dramatic shift away from the more usual methods of engagement and marketing is of growing importance in an era where consumers expect seamless, fast, and personalized digital interactions. A comprehensive digital strategy is crucial for brand reputation, customer retention, and revenue growth as it encompasses a rapidly growing consumer population segment.
Six Facets of the Digital CX Strategy
Many brands have adopted a new digital customer experience strategy that covers all the important elements of reaching and maintaining engagement with digital customers. The elements include:
1. Channel flexibility
An omnichannel strategy is applied to ensure the greatest flexibility and maintain the greatest amount of contact. It also provides the greatest number of options in presenting a brand’s products and services and ensures a seamless experience across different digital touchpoints.
2. Reachability
The Digital CX is optimized for mobile use. It ensures mobile-friendly designs, apps, and fast-loading pages for immediate reachability and interaction with the growing reliance on smartphones and mobile devices.
3. Service Convenience
The CX provides real-time and proactive support through AI chatbots, self-service portals, and 24/7 live chat assistance to make the digital CX fast and convenient to use. AI-powered assistants are always available to provide instant help.
4. Purchase Convenience
By implementing a loyalty and rewards programs along with an easy-to-use payment system, brands can encourage repeat engagement and business.
5. Simplicity and Intuitive Design
User-friendly interfaces, fast-loading websites, mobile-friendly apps, and intuitive navigation ensure the digital CX is almost second nature to use.
6. Personalization
The digital CX will increase engagement and improve the brand’s customer service capabilities with automated responses, personalized recommendations, and enhanced efficiency. The customer feedback and data analytics capabilities will also continuously improve based on customer insights, lifestyle and buying habits.
The personalization facet offers a wide range of possibilities to explore. By introducing automated customer engagement, you can offer personalized marketing campaigns to targeted customers. You can also include loyalty programs and rewards specifically designed to encourage long-term customer relationships.
Buzzebees Can Elevate a Digital CX with CRM Solutions
Buzzebees is a leading CRM platform in Thailand, helping businesses enhance customer relationships. We can integrate your focus on the new breed of digital customers and integrate a Digital CX with all of the advanced features of our CRM platform.
Buzzebee’s CRM solutions can streamline customer interactions, loyalty programs, and engagement strategies. Your new digital customers will be able to enjoy seamless omnichannel integration. You’ll enjoy more engagement opportunities with this new breed of customers through multiple digital touchpoints.
Contact Buzzebees to learn more about our customer relationship management (CRM) platforms and discover the infinite adaptability that makes our platform perfect for integrating with a Digital CX. Explore Buzzebees CRM solutions and optimize your customer’s digital experience.
