Take the time to understand your customers
Getting a thorough understanding of your customer’s digital preferences and behaviors is a key element of your success when creating a great digital customer experience. Think about what level of support or intervention they might need, which marketing channels they use most and why, what technologies they are comfortable with and vice-versa.
Think about the customer journey in its entirety. Remove any obstacles, make sure moving between platforms is seamless and offer feedback mechanisms so you can rectify any issues and capitalize on successes.
Make it personal
Where possible, and appropriate, try to personalize your digital customer experience. This could mean sending special offers based on a customer’s behavior or in-session loyalty promotions that are relevant to your user. You might also consider adapting offers based on a customer’s location, or the time of year or day. Anything that makes them feel they are valued as an individual.
Be consistent across all devices and channels
Every digital device and marketing channel you operate must provide a high quality and cohesive user experience. The transition between each element must be fluid and seamless. This helps build confidence in your brand and increases loyalty, brand recognition and customer satisfaction.