Haven't you been hearing these golden words of marketing wisdom since times immemorial? Despite being repeated for a long time together, these words haven't lost their meaning in today's competitive times!
Gartner Research reveals that 89% of businesses would compete mostly on the cornerstone of Customer Experience in 2016... Going by this statistic,
As stake around customer experience go on to improve, strategies revolve around answers to'How to enhance customer experience '. With upsurge in digital avenues for such solutions, businesses are embracing digital measures to boost customer experience... But is it a prudent step really? Let's find out!
We're residing in the times of the Digital Customer, and brands are struggling hard to innovate and differentiate as competition soars high. The existence and acceleration of digital influences had begun sometime ago, but now we are experiencing a drastic digitally-driven change in consumer patterns that's forced businesses to step on to the Digital Sphere.
An increasing change in the tech-savvy consumers has widened the gap between them and businesses that fall short of delivering the required experiences. This widening gap is directly proportional to the growing rate of obsolescence and failures in meeting customer expectations.
In place of facing extinction, why not embrace Digital and create fulfilling customer experiences? Sounds challenging? Fret not. Here's a lowdown about top 5 digital forces that impact customer experience:
It is difficult to ascertain whether this technology-induced automation would have positive or negative impacts on human lives. There is a wish for positivity, with autonomous cars that could help reduce accident rate, but a poor impact would follow because it impacts human employment as/in drivers, the field of insurance, legal, emergency services.
Even during such uncertainties technology could come across as an agent of positive change to help impact the consumer connection with your brand. The Digital has indeed develop into a method of living, as we're transitioning continuously. It all began with the very first Digital wave, or rather the Digital 1.0 wave, which introduced us to:
With advancements in technology however, we observed the uprising of Digital 2.0 wave that brought forth the next:
The shift from the Digital 1.0 wave to Digital 2.0 also witnessed a move from B2b to B2C, and further to C2C. We were again swept off by the Digital 3.0 wave, which brought the below mentioned companions with it:
The shift from Digital 2.0 to Digital 3.0 was characterized by an upsurge of M2M, M2C and C2M approaches which have taken the company world with a storm!
It is indeed an opportunity to own been surviving in these digitally ubiquitous instances when there are many mobile phones, than people in the world. There has been exciting news regarding reports estimating 50 billion devices to be connected to the net by 2020. Speculations are also rife, concerning the evolution of analytics from'Existing Data- New insights'to'New Data- New Insights '!
Customers have already been the Czars Royale available world. Today there's an elevated'Consumer'ization with the acceleration of Commoditization! The changing customer demography has generated a growth in customer satisfaction risks with a diminishing barrier to'brand loyalty switch '.
Our digitally cognizant customers are moving towards digital mediums, and forcing brands to adopt these new technologies as well. An intersection of product strategy, marketing and customer service has sparked up the consumer adoption process, rendering it much more crucial for great customer experience.
Today competition between brands or organizations has translated to competing through Value ecosystems. With about 70 million C2C users in India alone, the power is certainly shifting from B2B to B2C to C2C.
Such shifts also affect the digital usage and trends in your industry. Just how digital is leveraged in a retail industry would vary from how it has been found in an automobile industry.
Product and service differentiation is now transient, and you are able to only monetize users and their usage by providing exceptional customer experiences. These customer experiences can be enhanced with a better idea about how exactly your customer leverages Digital and how you can utilize theDigital to improve convenience for them.
Such factors greatly impact how customer experiences can be improved with digital factors, which might not always be dominant but may greatly impact your strategies.
In the event that you considered social networking as an advertising channel alone, you'll need to revisit your social media strategy immediately! Rather than simply throwing sales and marketing messages on your social networking platforms, you will need to work out your branding strategy.
Businesses have begun to leverage the limitless power of social networking by integrating their customer support goals within social media. These days most brands are resorting to online reputation management via social networking, in order to maximize positive impressions and engage their customers.
To be able to maximize the potential of social media marketing for better customer experiences, here's what you need to concentrate on: