A Digital CX (Customer Experience) Wins: Here’s Why.
Having a strong digital identity will allow a startup or lifestyle brand to develop a relationship with customers across digital channels like your website, social media, and more. A strong digital presence can also help build long-lasting customer loyalty and more sales.
The digital customer experience includes all the experiences that a customer views through a digital interface such as a tablet screen, browser, or smartphone. A customer researching your product online or using their smartphone to find the store’s nearest location are both examples of digital customer experiences. Customers are becoming increasingly critical of digital interactions and they expect more businesses and their favorite brands to invest in a high standard digital experience.
Online vs Offline Customer Experience
Online and offline customers are often very different so a company that pays attention to their digital customer experience often comes out winning. Customers that visit a brick-and-mortar location are much more patient than online customers. Things like temperature, lighting, noise, and music can affect the environment atmosphere and alter a customer’s in-person shopping experience. The online customer experience is different. At Microsoft, research has shown that a website begins losing traffic if it takes 250 milliseconds longer to load than a competitor.
Customers are becoming increasingly critical of digital interactions and they expect more businesses and their favorite brands to invest in a high standard digital experience.
Inconsistency erodes loyalty
A customer’s online impression of a brand is made up of several different touchpoints through various digital channels. When brands provide an inconsistent digital experience, a customer may be left with a confusing impression of your brand, turning business away from your brand and straight to a competitor with a more established and consistent brand.
Visual consistency is important for keeping a regular experience across a range of products and digital assets. If you look at a big brand, such as Apple, you’ll notice consistent visual patterns across different platforms and devices.
Add value to your customers with a digital experience
Use digital experiences to complement already-existing customer experiences. Think about how these experiences will add value to your customers. By complicating the customer’s journey through your website or any other digital experience, you may be driving them away.
For example, Starbucks created an app that helps customers place orders and avoid long line-ups. With the help of this app, customers can save time and keep track of their loyalty points.
Digital experiences can bring new opportunities for your business.
Talk to RNO1 about how a digital experience can improve your customer journey. Ride the wave with us.
RNO1 is a brand experience & digital design agency — deep-rooted on the west coast, with a global edge. San Francisco | Los Angeles | Seattle | Vancouver