#18 | DCX - Perspectives and insights in digital customer experience
5 Reasons Why you should focus on DCX; 8 Ways to Build an Awesome Onboarding Experience; DCX Linked in Poll; Links to Industry news, ideas, insights, and the DCX Thought Leader Profile of the Week
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5 Reasons Why you should focus on Digital Customer Experience
The customer experience has always been important for companies. But, in today's digital world, it is becoming even more critical than before. Customers expect a completely different experience from brands and have become more demanding in their expectations. The same can be said about employees also looking for modern tools to help them perform better at work. Digital customer experience (DCX) is about providing a consistent and cohesive message across channels so that customers receive the correct information at the right time and feel valued by your brand.
The future belongs to those companies that focus on digital customer experience.
Customers of today are more informed and demanding than ever before. Therefore, if a company does not provide a consistent customer experience across all channels, it will significantly lose out to competitors.
To grow your business, you must focus on improving the digital customer experience.
The best way to improve the customer experience is by understanding it. It would help if you analyzed what customers want, how they behave, and their expectations. You need to be able to anticipate their needs and provide them with exactly what they want before they even ask for it.
Digital customer experience has become a significant factor for companies to differentiate from competitors.
It is no longer enough for you to have a great product or service. Customers expect more from you, and they want an excellent digital experience.
What exactly do I mean by “an excellent digital experience”? An excellent digital customer experience provides relevant information at the right time, in the right place, and in the proper format. It also helps your customers find what they need quickly without having to search through endless pages of content on your website. Finally, and most importantly, it allows them to complete their tasks rapidly – so that they can either move on with their lives or come back later when they have more time available (which will happen eventually).
The best way to create a great digital experience is to start with a solid foundation. That means having a website that’s easy to use and provides all the information your customers need to make an informed decision about whether or not they should purchase from you.
1. Provide the correct information to the right customer at the right time
You can't provide accurate information if you don't know who your customers are and their needs. So, ensure that your company has a solid customer data strategy.
This will help ensure that:
You can identify your customers' preferences in real time, so they get exactly what they need when they need it.
You're not just satisfying their immediate needs but also looking toward their future interests (which could be quite different from where they are today), so you're providing them with guidance that will lead them toward continued loyalty and repeat business.
2. A single source of truth enables consistency for customers and employees
Consistency is a vital component of the digital customer experience. A single source of truth enables consistency for customers and employees, ensuring your brand stays on message across every channel. As such:
Consistency across channels
Consistency across teams
Consistency across customer interactions
Consistency in the product or service
3. Customers expect it
Customers expect a great digital customer experience and will leave if they don't get it. Customers are more likely to buy from you if you have an excellent digital customer experience, and they will tell their friends and family about your business.
4. Reduces costs and improves efficiency
Digital customer experience can be measured and improved. This is important because the critical factor in driving revenue and profitability is improving the customer experience.
With Digital Customer Experience, you can:
Measure your current performance to identify areas that need improvement.
Use analytics to understand what your customers want.
Automate processes so you can deliver a consistent service.
Improve the quality of products and services offered, so they are more suited to customers' needs
5. Gain insights about your customers
Customer insights are critical to the success of any business. Customer insights can help you better understand what your customers want, how they use your product or service, and where they are in the buying cycle.
These customer insights are only valuable if they’re actionable. For example, understanding that 60% of your customers have purchased from you multiple times is great. Still, it doesn’t tell you why these people continue to purchase from you or how to convert more potential customers into repeat buyers.
To get real customer insight around these questions, companies need to think beyond traditional customer surveys and focus on collecting data within their digital experience — like tracking which pages a user views before completing an order (this could indicate a problem with design).
Providing an excellent digital customer experience is essential for transforming businesses today.
It’s important to note that providing an excellent digital customer experience is essential for transforming businesses today. It’s the new marketing, sales, and customer service.
Digital customer experience should be the top priority for companies today. It has become a strategic tool to differentiate from their competitors and create relationships with customers that last a lifetime.
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8 Ways to Build an Awesome Onboarding Experience
The first few moments of a customer’s experience with your business, product, or service can make or break that relationship.
The way you bring them into the fold can make all the difference in whether they stick around or not.
Here are eight things to keep in mind to make the onboarding journey a success:
1. Keep it as simple as possible
2. Give them a hero's welcome
3. Keep the promises you made
4. Manage expectations from the get-go
5. Be proactive in anticipating common problems
6. Make sure the customer feels good about their decision
7. Anticipate what your customers will want to know or do next
8. Take the opportunity to teach them how to do everything they need to know while they are most willing to learn
An effective onboarding experience can make customers feel valued, respected, and appreciated.
It also allows you to show off all the great things your company offers and avoid future costly customer service interactions.
DCX Linked in Poll
A week ago, around 65% of CX leader respondents were not done with their 2023 strategy. This is concerning, as the pace of change will only continue to accelerate. As we’ve seen with other technology shifts, it will be the companies that are not only prepared for but also prioritize the change that will thrive. While many companies have improved their customer experience over the last few years, they need to continue to invest in this area and double down on those efforts if they want to compete in the future.
My Favorite Social Content Production Tools
These four tools for social content creation, publishing, and analysis will make your life easier.
𝐒𝐡𝐢𝐞𝐥𝐝 - Your Linkedin Analytics Tool
𝐒𝐨𝐜𝐢𝐚𝐥𝐛𝐞𝐞 - helps you manage your social media accounts—create, schedule, publish, and analyze your posts.
𝐂𝐚𝐧𝐯𝐚 - Online graphic design tool
𝐋𝐢𝐧𝐤𝐞𝐝𝐢𝐧 𝐎𝐒 - A course to help you grow and monetize Linkedin
Etc.
Links to Industry news, ideas, insights, and the DCX Thought Leader Linkedin Profile of the week
An Updated Matrix Of Conversational AI Technologies | by Cobus Greyling | Aug 2022 | Medium
The conversational AI landscape is becoming more complex, especially with the advent of voice bots and implementations, which demands orchestration between multiple skills, etc. There is also an immense focus on presets, bootstrapping, industry-specific templates, and the like. This post attempts to categorize products, platforms, and technologies to create a simplistic overview of Conversational AI technologies.
The Metaverse in 2040 (Pew Center Research)
Hype? Hope? Hell? Maybe all three. Experts are split about the likely evolution of a truly immersive ‘metaverse.’ They expect augmented- and mixed-reality enhancements to become more valuable in people’s daily lives. Many worry that current online problems may be magnified if Web3 development is led by those who built today’s dominant web platforms.
Marketing is all about creating connections with customers. Unfortunately, 86% of consumers are likely to leave a brand they were once loyal to after only a few bad customer experiences. In today's real-time world, customers expect brands to anticipate their needs and desires and meet them in the moments that matter most. Using customer and business-initiated events, you can create journeys that will automatically take your customers into a path of decisions to respond to their engagement to complete a business outcome while delighting them at every turn.
DCX Thought Leader Linkedin Profile of the week
Each week, I share the profile of someone I am connected to on Linkedin that I think will bring value to your life and career.
This week, I want to call out a former colleague and all-around great person, Lora Kantorovich.
Lora is the Global Product Director for Phenom, an AI-powered platform to hire faster, develop better, and retain employees longer. She truly believes in making life better for people through delivering an exceptional product-driven customer and employee experience. I love the description she wrote on her profile. It says it all:
I believe there is an amazing intersection where product development, organizational development, and people development meet to create purposeful and mutually beneficial impact and scale. I’ve been working in this space for +10 years and nothing lights me up more than helping businesses and individuals succeed by applying the best of product development to people development, customer experience best practices to employee experience best practices, and systems engineering to organizational engineering; and vice-versa.
She’s also working on innovating business transformation through Conduxt - where she and her team use personality and behavioral data to help business owners and their teams achieve their goals in ways that work best for them.
Reach out to Laura and say hi!
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