Digital customer experience is the online journey your customers go through while interacting with your brand. This may include activities such as an online search for your product to understand its features, browsing through the online marketplace for reviews, enquiring about customer support or self-service portals for assistance around the service, or interaction on your mobile app. Many companies still have a hard time defining what a good customer experience should look like. That doesn’t have to be the case for you and your business.
Here are a few resources that you can leverage to differentiate your digital customer experience strategy:
The Ultimate Customer Experience Design Toolkit
Retail Customer Experience done right in a Digital-First Era
The Complete Guide to Customer Experience (CX)
As per the latest reports by Digital Commerce 360, 64% of surveyed shoppers opted for mobile and contactless pickup options, with 79% highlighting the absolute need for contactless store pickup. This implies that your approach to digital customer experience needs to be different but equally valued in your customer experience journey.