- BLOG, DIGITAL TRANSFORMATION
More successful digital transformation: put your customers first
10 MIN LEZEN
Many brands achieve greater success in their digital transformation by using the digital customer experience as a starting point. But why is it so crucial to smoothly lead customers to your online offerings while creating a strong connection with your brand? And how exactly do you go about doing that? Here are practical tips to get you started.
The importance of an optimal digital customer experience
In the increasingly digital world, it is essential to put the focus in your online strategy entirely on your customer. And we immediately have two good reasons for that:
A GREAT PRODUCT OR EXCELLENT CUSTOMER SERVICE IS NO LONGER ENOUGH.
1. Changing customer behavior
E-commerce is not new, but the way websites and apps are used for customers has evolved a lot. With the shift from offline to online, the wishes of your (potential) customers are also changing: They expect a personalized approach, consistent customer experience and, above all, (online) ease of use. Thus, by optimizing your digital customer experience, you increase customer satisfaction and stimulate growth.
2. Customer loyalty
A great product or excellent customer service is no longer enough. Efficient digital customer experiences connect customers more strongly to your brand story and encourage long-term loyalty.
Optimizing your digital customer experience, but how?
Providing the ultimate digital customer experience can only be done by making customers’ digital experience smooth and enjoyable. Here are some tips on how to do that specifically:
1. Buyer personas
For an enhanced digital customer experience, it is essential to know who your customers are and what drives them. What do they need? What do they find positive about your website or webshop and what are their frustrations and annoyances? You achieve this by regularly redefining your buyer personas, customer phases and contact points, and of course by keeping them up-to-date.
3. Adopt digital tools
Another important consideration for your digital strategy, is adopting technology to enhance your digital presence. Customer experience trends, such as voice search, chatbots, augmented reality, and similar developments, often contribute to future growth and enhance your customers’ online experience.
Are you struggling to keep up with the many technological changes? At Markies, we are ready to support you with practical strategies and tools to sustainably improve your technology strategy.
Our Markies approach: the Golden Smarketing Cycle
Are you open to the above tips, but actually not sure where your company stands today in terms of digital customer centricity? Then we have the solution for you. With our workshops based on our Golden Smarketing Cycle, we quickly and thoroughly analyze your current situation and bring your sales and marketing team even closer together. You immediately get an overview of where your company stands in terms of digital customer experience, digitalization, market evolution, customer perception and how you can improve your digital transformations for optimal customer experiences.
2. Invest in additional channels
In today’s digital world, a single channel, such as a website, is no longer enough. It is crucial to invest in additional channels that enhance your digital customer journey and customer experience. Besides social media, on which you can advertise, platforms such as WhatsApp, Facebook Messenger and live chat, for example, are excellent additions to meet your customers’ needs.
4. Make use of collected data
Many organizations do not realize that they often have a wealth of customer data that, unfortunately, they are not yet doing anything with. There’s a lot to be gained here, because using this data can help you understand your customer’s wants and needs even better – and then adapt your digital strategy even better accordingly.
Ready for a powerful digital transformation?
Curious about your organization’s performance on digital customer centricity and growth? Our growth agents are ready to support you. Let’s brainstorm together over a cup of coffee or tea and discover how we can boost your organization further.
