Customer experience has become a key factor in providing value to users. In addition, with the acceleration of digital transformation over the last year, we are increasingly aware of taking care of the points of contact with the customer, which today are mostly online. Read on to find out more about user experience in the digital age, and the keys to maximizing it.
Customer experience can be identified and defined through the demand of new consumers, who increasingly need to perceive new experiences in the purchasing process.
In this sense, the combination of marketing + technology has become essential to offer a complete and, above all, omnichannel experience at a time when brand-customer interactions are mainly digital. A trend that also seems to be here to stay.
Industries must update themselves based on this concept, as it is a fundamental point when it comes to creating a competitive advantage. It is no longer just about selling, but about building loyalty by providing added value through how we communicate with customers, answer their questions and facilitate each point of contact.
Customer experience in digital transformation: why it is essential
As digital transformation accelerates, digital interactions need to be more thoughtful than ever. According to Salesforce’s “State of the Connected Customer ,” 80% of respondents said that the experience a company provides is as important as its product or services. The study also found that 88% of customers expect companies to accelerate digital initiatives in the wake of COVID-19.
Salesforce “State of the Connected Customer” Customer Experience Survey
In this context, we cannot lose sight of the digital experience uruguay phone number data of users and customers if we want to achieve success in our 360º strategy , which in turn allows us to draw up a marketing plan in which we take into account all digital channels to create a complete and optimized customer experience based on the touchpoints of our buyer personas.
We are talking about different factors that provide information and value about the brand in question, and that ultimately transmit a perception to the user that will make the calculation of these positive (which increases the possibility of customer loyalty and recommending the product or service) or negative (increasing the possibility of losing that customer). And as is well known in marketing, it costs 10 times more to attract a new customer than to keep one we already have.
In this sense, it is key to create coherence between the different actions and strategies proposed, prioritizing more than ever the omnichannel nature of the brand in all digital interactions. This is a crucial point for both B2C and B2B companies, in which the personalization of messages also plays a fundamental role.
Below we tell you the different factors that you have to take into account to create 360º experiences for the user: