The Significance Of Digital Customer Experience Platform

A strong digital customer experience platform guarantees that your consumers feel appreciated and understood throughout their customer journey, regardless of the platform or channel they use. Each client encounter must be easy, convenient, and painless. Needless to say, both physical and digital consumer interactions require a customer-centric approach. However, with Forbes predicting that eCommerce penetration will reach 21.3 percent in 2020, up from 15.8 percent in 2019, a flawless digital consumer experience is more vital than ever.

What Exactly Is The Digital Customer Experience?

The online journey your clients take when interacting with your brand is referred to as digital customer experience. This might involve things like conducting an online search for your product to learn about its features, perusing the online marketplace for reviews, asking about customer care or self-service portals for help with the service, or interacting with your mobile app. Many businesses still struggle to define what constitutes a successful customer experience. That does not have to be the case for you or your company.

According to the most recent Digital Commerce 360 studies, 64% of questioned shoppers preferred mobile and contactless pickup alternatives, with 79% emphasizing the fundamental necessity of contactless store pickup. This suggests that your approach to digital customer experience must be distinct but equally appreciated across your customer experience journey.

An online-only firm, on the other hand, requires an equally straightforward digital experience to handle consumer interactions across several digital platforms. A Digital Experience Platform uses customer data to provide organizations with consumer insights that improve digital engagement across interfaces and aid in customer retention.

What Is The Significance Of Digital Customer Experience?

Industry leaders have recognized the value of investing in customer experience initiatives. They anticipate an exponential growth in business income as a result of the seamless experience promised and delivered to consumers, and it's simple to understand why:

According to a recent PWC analysis, positive DXP features ensures a larger share of wallet. A good customer experience is worth more to 86% of purchasers. This suggests that the higher the price of an item, the greater the desire to pay. According to the PWC analysis, customers are prepared to pay a price premium of up to 13% (and as much as 18%) for luxury and indulgence services merely by having a positive customer experience. The epidemic caused a spike in impulsive consumers all throughout the world, and customer-centric efforts by businesses increased revenue even more. In fact, organizations that prioritized customer service witnessed an increase in revenue of 4% to 8%.

Another reason you should customize client journeys is that if consumers can't discover what they're looking for within a few clicks or scrolls, they'll leave your page. If a consumer has to wait just one to three seconds for your page to appear, the likelihood of a bounce jumps by 32%. According to data, 50% of consumers will quit your website if it does not load in less than three seconds. The longer the load time, the lower the conversion rate. Microsoft researchers discovered that if a website takes 250 milliseconds longer to launch, it starts losing visitors to competitors.

What is the story's moral? Online buyers lose interest in your brand when they are dissatisfied with the user experience. As a result, you must constantly analyze and enhance your company's digital customer experience platform. Learn more at DX United!