How customers are living your product in digital age
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What is the Digital Customer Experience?
As mentioned before, the digital customer experience really is the same principle as traditional customer experience. What’s difference is mostly the number of different channels with which your customers interact with you and your product. Where traditionally you might literally only interact with a product or service at a physical location, now you’re interacting with a product on your phone, on your computer, online, offline, and many other ways.
And as a marketer, what’s critical about this omnichannel platform experience customers go through, is that they don’t differentiate each individual experience of your product. No customer thinks, “the customer service was good but the mobile application wasn’t great, I’ll still try the product.” Instead, they form an impressive of your product that is a collective experience after the omnichannel journey they’ve gone through with your brand. What this means is that you must ensure that your customers have a consistent, positive, and smooth experience regardless of which channel they’re dealing with you from.
Sure, but what’s changing about the digital experience?
Many of the most developed countries feature 80% smartphone penetration already, and of course it’s reasonable for any brand to assume that those numbers will approach 100% in every country