What is the digital customer experience?
A digital interaction between the customers and the following companies and the results that consumers get.
Customer experience is the wide roof that compensates everything. It includes user experience related to the digital mediums that customers use to interact with the companies. However, digital customer experience includes both. That is, the back end services to fulfill consumers need. Also, the front end, the consumer’s one to one experience.
The ultimate goal of both of them is to meet the consumer’s expectations. However, most businesses confuse digital with non-digital experiences. So, let’s find out how digital experience differs from non-digital?
Misconceptions that needs to be clear
Following are the misconceptions that you need to be clear at once. If you are a business owner then you shouldn’t overlap the CX with DCX.
Customer care in the digital world
It is irrelevant for the customers either they have a digital or non-digital experience. Their major concern is with their problem solvation. They want to reach out to business in the easiest way possible. They demand user-friendly processes. Therefore, companies should focus on better problem solving and easy means of communication by seeing their customers. Easiest the communication channel, better your customers will be satisfied.
Digital customer experience is all about strategy and technology
It has proven that digital customer experience highly involves strategy and technology. But, when it comes to culture, strategy lags behind. Companies should know what their consumers like and dislike. Even if you have the latest technology, it will fail you when you do not meet the consumer’s expectation. You have to be customer-centric while making them experience digitally.
Digital customer experience majorly focuses on sales and marketing
Who doesn’t want to see high numbers in their accounts? Well, everybody wants it. But do you have any idea when you think all about sales and marketing and less oriented towards your customer, what will happen? They would leave. Nowadays, DGX is all about increasing sales and less attention is given to customer retention and satisfaction. It will be good for the business cycle. But, for customers, it will be not less than an awful experience.
Digital Customer Experience is limited to the digital brands only
All the businesses are striving to get into the digital economy. It happens only when they make themselves digital. It has found in the studies that use of the digital mediums for better customer experience will boost the sales. Also, brings the operational efficiency. So, those who think digital mediums won’t be as effective as non-digital then it is totally a misconception.
Here, you can learn more about the difference between customer service and customer experience.