Top Tips for Delivering a Great Digital Experience
The interaction between brands and consumers is happening more and more online these days. In fact, over half of all customers contacted brands through email for customer support in 2018, making it the preferred channel for those interactions.
But what exactly makes a great digital experience and how can brands incorporate digital publishing into their strategy?
What makes a great digital experience?
Digital experience is truly the sum of all of the experiences that customers have when they interact with your company across digital channels. A great digital experience is all about offering a quick, frictionless, and responsive experience for your customers as they alternate between different channels during their journey towards becoming customers.
Brands with great digital experiences offer a consistent and coherent digital experience that truly delights and engages their customers. The experience is consistent no matter which channel the customer is engaging with the brand on.
Top tips for delivering a great digital experience
Here are some of our best tips for offering your customers an excellent digital experience:
Deliver excellent digital user interactions across all devices. It’s crucial to make sure that every element of your website is clearly labeled and that your customers can quickly and easily find what they are looking for on your website, whether they are on a desktop computer, a laptop, a mobile phone, or a tablet. Usability and accessibility are two of the most important factors in a great digital experience, so customers need to be able to access your digital assets with little to no difficulty.
Offer a consistent user experience across digital channels. Modern consumers are speaking to brands on different digital channels, and they expect these brands to update their consumer information as they move between different channels. Most consumers experience frustration when they need to repeat their responses to multiple customer agents. That’s why it’s important that brands create an omnichannel approach that allows them to offer a seamless and consistent experience to users across multiple channels.
Make everything easy and convenient for users. It’s crucial that your digital experience strategy focuses on ease of use and simplicity. Your website and social platforms should have easy design interfaces with plenty of white spaces and neatly placed components that users can easily see and navigate to. A brand with a great digital experience will do an amazing job of developing websites that are both enjoyable and simple to navigate. Your users should be able to easily use the prominent search tool at the top of your website to navigate to any part of your website and save time.
Personalized messaging and services. Customers want to know that brands actually care about them and not just their money. Most consumers in the United States say that they only consider using brands that they think truly care about them. And many customers feel that digital experiences are falling below their expectations. They are much more likely to shop with companies that actually remember them, recognize them, and offer them the best offers and recommendations for them. With modern technology, your brand can get a 360-degree view of your customers and offer personalized messaging and experiences for each of your consumers.
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