Customer experience is a term used to describe a customer’s journey as they explore and discover your brand. In real life, this experience can include interactions with your people and products, which leads customers to form an opinion of your brand. Whether that opinion is positive, neutral, or negative depends heavily on how these interactions play out.

1. Phone No. - 604.595.2495
Website - Nirvanacanada.com
What Is Digital Customer Experience,And How Can
You Improve Yours?

2. Customer experience is a term used to describe a customer’s
journey as they explore and discover your brand. In real life, this
experience can include interactions with your people and products,
which leads customers to form an opinion of your brand. Whether
that opinion is positive, neutral, or negative depends heavily on
how these interactions play out.
Digital customer experience can be seen as the online extension
of your in-person customer experience strategy. Digital CX
encompasses every touch point a customer comes across
interacting with your brand online, including the obvious, like your
website or mobile app, but also interactions with other channels
such as online forms, chatbots, email, and social media. Just like
in-person interactions, how consumers interact with your people
and products online will shape how they perceive your brand.

3. Why Is Digital CX Important?
Every interaction with your brand influences how users
perceive you, and it doesn’t take much to turn customers off.
According to a recent report, 76% of consumers would stop
doing business with a company after one negative
experience. A separate report highlights other ways a single
poor customer experience can impact your brand, finding that
while the average consumer will share details of a positive
customer experience with nine people, they will tell 16 about
a negative interaction.

4. Given the significance of CX on consumer satisfaction and
spending, it’s unsurprising to learn that nearly 45% of recently
surveyed businesses say they will be prioritizing CX initiatives over
other areas of company investment. And with online shopping
continuing to make up a larger and larger portion of total retail
sales, digital CX is becoming increasingly important for all
businesses regardless of size or industry.

5. How to Win at Digital Customer Experience
Everything about your digital presence should be geared
towards providing your visitors with the best possible
experience. With that in mind, here are several strategies that
can help you optimize your digital customer experience:
• Identify your audience and cater your content to them
• Create an omnichannel experience
• Prioritize mobile experience
• Use analytical tools to your advantage
• Always be on the lookout for ways to improve

6. Know Your Audience
The average e-commerce transaction has just under six
touchpoints. However, some users’ journeys may see them
interact with your brand 20 times or more as they consider,
compare, and explore a potential purchase.
Before creating an engaging digital experience, you need to
understand who your buyer is and what triggers them to act
as they pass through each stage of the customer journey.
Creating buyer personas – fictional representations of your
target audience enable you to identify with your buyer and
what motivates them on a personal level and then target your
digital CX to meet those needs and desires.

7. Provide Omnichannel Customer Service for a Seamless
Experience
Throughout the customer journey, a buyer may interact with
your business on multiple channels – mobile app, website,
chatbots, or email. Creating an omnichannel experience
means that not only can you support multi means of
communication which is a must-have to appeal to today’s
audience, but also those interactions are seamless and
consistent with the various channels capable of
communicating with each other as well.
For example, if a buyer begins their journey by filling out a
web form on your mobile app but then later picks up that
conversation via email, the responding agent will have access
to all the information they need to help the buyer complete
their purchase.

8. Make the Mobile Experience Seamless
Over 60% of e-commerce traffic and 53% of retail sales
originate from mobile devices, and users have high
expectations of how a company manages their mobile
experience. To keep your audience engaged and to stop them
from abandoning your site, your website must be fast loading,
mobile responsive, and simple to navigate from a handheld
device.

9. ImplementAnalytics
Even if your website or app offers the best digital customer
experience right now, there’s no guarantee that strategy will
hold in the future. Like any other aspect of your business, you
need to be able to adapt to keep up with changing customer
demands.
Monitoring your traffic with analytical tools such as Google
Analytics can help you identify which areas of your website or
app that is performing well and identify pain points that need
to be addressed.
Analytic tools can also help you measure the success – or
failure – of other areas of your digital CX strategy. For
example, you can use analytics to help improve the open rate
of email marketing material or monitor brand sentiment and
user engagement on social media platforms to curate your
content.

10. Embrace User Feedback
Analytical tools are not the only way to gain valuable insight
into how consumers are connecting with your brand so you
can also ask for and collect user feedback at various stages
throughout the customer journey. This feedback will not only
help you identify pain points or obstacles in the buying
process, but it also provides an opportunity to win back
unsatisfied customers by quickly addressing any negative
customer experiences.
A simple customer survey might include questions on the
overall experience, how satisfied the customer was with their
purchase, how likely they would be to recommend your
business to a friend, and ways that you can improve.

11. Conclusion
Consumers today hold very high expectations of the brands
they interact with, and with an increasingly large number of e-
commerce retailers, buyers can afford to be selective.
Businesses increasingly recognize that they cannot compete
on price or quality alone and that providing an exceptional
digital customer experience is vital to survival. If you haven’t
done so, make this year the year you choose to prioritize
digital customer experience; your brand and bottom line will
be happy you did.

12. Contact Us
Address: 1500 - 701 w. Georgia Street,
Vancouver BC, V7Y 1C6
Phone no: 604-595-2495
Email: success@nirvanacanada.com
Website Blog:
https://www.nirvanacanada.com/businessonline/what-is-
digital-customer-experience-and-how-can-you-improve-
yours/