Customers recognize brands through connected experiences, not just a single purchase. But in the real world, the products they saw on your website are not available in your app, and their interaction history is not shared, so they have to start over in-store. This disconnect is more than just an inconvenience, it's a major factor in eroding customer trust.
In this content, we'll cover the keys to a seamless CX strategy for your customer journey.
Many channels, but one experience☝️
Customers don't stick to one channel - they naturally move back and forth between different channels, such as viewing a product in a brick-and-mortar store, checking it out again in an app, and buying on your website. While having a variety of channels used to be a competitive advantage, now each channel needs to work together as a flow within the customer journey. For example, what if a customer can easily find a product they saw on your homepage again in your app? If your in-store experience is personalized based on their online history, customers will feel a consistent experience across channels.
'Data' and 'automation' for connected experiences 🔗
To realize these experiences, you need a system that seamlessly integrates and connects customer data. As customers move across touchpoints - from your website to your app to your brick-and-mortar store - you need to have the foundation to collect and analyze this data in real time. You also need a system that can automatically deliver contextualized messages at the right time.
For example, if a customer abandons a shopping cart on your website, you might offer a discount coupon or recommend similar products via app push or email. To implement these automated customer responses, you need a solid technology infrastructure.
Brands are remembered for their experiences😊
People don't remember a brand for long simply because of its product or price. They have a reason to come back when their behavior is reflected and the experience is seamless. In the end, only brands that remember them stay in their minds. It's about strategy over technology. It's about understanding your customer's journey, and having the power to respond accordingly. Consistency of experience creates trust, and trust is the foundation of relationships.
Now is the time for brands to ask themselves if they are responding to their customers with connected experiences.
“How will your brand be remembered by your customers?”
1) What is Customer Experience (CX)? An Essential Element for Business Growth
2) What is Customer Experience (CX)?
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