4 Voice of the Customer (VoC) methodologies to gain valuable insights
VoC insight is crucial for organizations to increase growth rates and achieve business milestones. Read on to learn four methodologies for measuring o...
The Team at CallMiner
August 04, 2022
Customer experience is one of the most important facets of a company's performance. Great experiences keep customers coming back for more, but bad experiences can cause customer churn, negatively impact your organization’s reputation and more. To prioritize positive customer experiences, you have to use effective management techniques and the right technology tools. Digital customer experience management deals with modern, online portions of the customer experience and offers an effective means of optimizing these to match your best efforts at other critical points of the customer journey.
People that interact with your brand over the internet, as opposed to in a brick and mortar store, are essentially "experiencing" it digitally and those experiences must be managed to make sure customers come away with the positive outcomes that they’d expect from any other in-person interaction.
If digital customer experience refers to the experience your customers have with your brand while online, then digital customer experience management can be understood as streamlining and improving said experience through the use of purpose-built tools and techniques. There are numerous tools to choose from, such as:
Getting digital experience management right is more important than most business leaders know. As much as 84% of all companies that put effort into improving the customer experience soon see a marked increase in revenue, but the benefits of cultivating a better digital experience extend well beyond your business's bottom line. Here are a few key reasons for you to take digital experience management more seriously:
Knowing who your customers are and endeavoring to truly understand what they need from your company can help tremendously in optimizing the customer experience online through strategic management. Once you are fully aware of what it is that your customers expect from your company, you can mold their experience at every available touchpoint to match (or exceed) their expectations.
Even as your services expand and additional channels are introduced, spawning new touchpoints to boot, a strong digital customer experience management foundation can help tie all of these loose ends together. Omnichannel customer interactions depend on digital customer experience management solutions to be successful.