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04.08.16 | blog
Author: Jose Ortiz

Enhance Your Digital Customer Experience

Let’s face it: If you don’t have a digital presence, then you could argue that you most likely don’t exist in the eyes of today’s customers. We’ve entered an age where customer-centricity is key to building a sustainable business advantage. Regardless of the industry or the size of your company, a digital footprint is a key to success. It’s a critical component of your brand and your business. Customers and potential customers expect to find the information and support they seek at their very fingertips and through their channel of preference.

Digital Channels: Maximizing the Benefits

Studies show that over 60% of Americans conduct online research before ever purchasing a product or service. What does this mean for you? You should have a presence at these touchpoints, and be proactive in catering to customer feedback. Their feedback, good and bad, are business opportunities to improve your services and products. Addressing your customers in their preferred channels is key; some studies show that a negative customer experience will reach twice as many ears versus that of a positive customer experience. Your business cannot afford to sweep customer feedback aside. Bottom line, customers have shown time and time again that they are willing to pay a premium to ensure a superior customer experience. 

Brand Experience: One Voice, One Brand, One Satisfied Customer

One of the biggest complaints from customers is that they do not feel like they are interacting with one unified brand experience. Having a strategy in place that creates consistency in brand voice, customer service, and customer empathy will ultimately pay its dividends down the line in the form of repeat customers, brand advocacy, and brand loyalty. A digital experience should be an extension of your brand and another opportunity for your business to exceed your customers’ expectations. It also allows your business to have a voice in the conversations your customers are having about your brand, which provides you a chance to be proactive and address the issues that matter to your customers. As international competition for the same slice of the pie intensifies, providing a superior customer experience will overtake product and price as a differentiator of your company.

Conclusion: Digital Is the Future and the Future Is Now

Having a digital strategy in place to target your customers through various channels, providing them with a streamlined digital user experience, and proactively managing your brand digitally will create a competitive differentiator moving forward. Omnichannel strategies will help your company retain customers, increase the chances of repeat purchases, and improve customer satisfaction. Leverage your digital channels to create an extraordinary brand experience and watch your business flourish.

 

About the Author

Jose Ortiz, Business Operations Analyst within the Emerging Leadership Development Program (ELDP) at Arise, is passionate about leveraging the power of data-driven and customer-centric marketing strategies to drive extraordinary experiences and disrupt the status quo.

Prior to joining Arise, Jose interned at IBM as part of the Digital Strategy division, where he was charged with optimizing the digital IBM user experience for premier IBM products/services. Most importantly, this is where he first developed his passion for Digital Strategy and the ever-evolving frontier that is Digital Marketing. During his first rotation at Arise, Jose was tasked with being the Associate Project Manager for the company wide website revamp of Arise Virtual Solutions. Throughout his tenure with the marketing team, he sought involvement in every facet of the department ranging from writing copy for the site to link building to SEO optimization. He always seeks a challenge and has an insatiable curiosity. He sees Marketing as the perfect marriage of the creative and the analytical, and hopes to develop his career in the marketing profession.

Jose graduated from the University of North Carolina at Chapel Hill with his Bachelors of Science in Business Administration, with a dual Emphasis in Marketing & Entrepreneurship, from the Kenan-Flagler Business School.

 

*Statistics provided by SuperOffice.com and HelpScout.net.

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