How many items do you have in your online shopping cart right now? For many of us, the answer is something along the lines of “a lot.”
Now, how many purchases have you decided not to make because the seller was unresponsive, neglected to work with you on issues regarding your transaction, or just failed to communicate with you in a way that was easy to engage with and understand, whether in direct messages or just on the page of the product? The answer’s probably similar to the first.
This is a problem that extends beyond online shopping and into almost all online customer interaction.
These days, we all know that high-quality customer experience (CX) is essential to securing customer satisfaction and loyalty. Yet too many companies still seem to be ignoring the reality that online customers demand online customer care. They want instant answers to their questions and immediate responses — if not resolutions — to their issues. And nothing provides for those needs like digitalized CX.
On top of the obvious — being able to support customers all the time, virtually anywhere — digitalized CX also offers access to consumer data and analytics, empowering you to anticipate better what your customers want and need. Companies that allow themselves to be intimidated by the presumed costs of digitalizing CX simply fail to appreciate the corresponding — and considerable — gains.
Whenever — and however — people interact with your business, they should feel connected to and cared for. Even if it’s not face-to-face, it should still feel person-to-person, and these days — somewhat ironically — digitalized CX is one of the best options for making that happen.
If anything, digitalizing your CX effectively is a way to demonstrate care for your customers further — you’re showing them that connecting and working with them, effectively and enthusiastically, is important to you, no matter the distance or the medium. It lets customers know that you’re reliable, responsive, and ready to give them nothing but the best.