Customer Experience: How to Enhance It in the Age of the Digital Customer

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Customer Experience today has become a key factor in giving greater value to the user. Furthermore, with the acceleration that digital transformation has had in the last year, we are increasingly aware of how essential it is to take care of touchpoints with the customer, which today more than ever are increasingly online. Continue reading and discover more about Customer Experience in the digital age and tips on how to maximize it.
Customer Experience can be identified and defined through the demand list of iran consumer email of new consumers, who from time to time need to perceive new experiences in the purchasing process.

In this sense, the combination of marketing + technology has become essential to offer a complete and above all omnichannel experience at a time when brand-customer interactions are predominantly digital. A trend that also seems destined to remain.

Companies must keep up with this concept: a fundamental point when creating a competitive advantage . It is no longer just about selling but also about building loyalty thanks to the added value we provide through the way we communicate with customers, responding to their requests thanks to every touchpoint.

Customer Experience in Digital Transformation: Why It's Fundamental
As digital transformation accelerates , digital interactions need to be more thoughtful than ever. According to Salesforce’s “ State of the Connected Customer ,” 80% of respondents said the experience a company provides is as important as its products or services . The study also revealed that 88% of customers expect companies to accelerate digital initiatives in the wake of COVID-19.

Salesforce “State of the Connected Customer” customer experience survey

In this context, we cannot lose sight of the digital experience of users and customers if we want to achieve success in our 360º strategy , which in turn allows us to develop a marketing plan in which we take into account all digital channels to create a complete and optimized customer experience based on the touch points of our buyer personas .

We are talking about different factors that provide information and value on the brand in question and that, in the end, will transmit a perception to the user who will evaluate the positive aspects (which will increase the possibility of customer loyalty and recommending the product or service) or negative ones (possibility of losing that customer).

And as is well known in marketing, attracting a new customer costs 10 times more than retaining an existing one. In this sense, it is essential to create coherence between the different actions and strategies proposed, privileging more than ever the omnichannel nature of the brand in all digital interactions . This is a crucial point for both B2C and B2B companies, in which the personalization of messages also plays a fundamental role.