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What is Digital Customer Experience? 3 easy steps to follow

by | Jul 12, 2021 | DIGITAL, Digital Customer Experience | 0 comments

What is digital customer experience?

Digital customer experience is about enhancing, improving and creating new ways to interact with consumers. The idea of a  (DCX) goes beyond the traditional concept of customer service, which has been focused on fixing errors or addressing complaints. DCX shifts the focus from what happens when things go wrong to what can be done proactively to delight customers.
In this blog post you will learn how DCX impacts your business and why it should be a priority for you now more than ever before. You’ll also find out some tips on how to get started implementing DCx in your organization as well as resources that will help you along the way.

In the digital age, customers are demanding a seamless and personalized customer experience from companies. When they don’t get it, they take their business elsewhere to more understanding companies who value them as an individual. In this blog post I’ll break down what Digital Customer Experience is and how you can use it in your company to better understand your customers’ needs.
 DCX has been defined by many different sources but for the sake of this blog post we will go with defining Digital Customer Experience as “the sum total of all interactions a customer has across channels including web site or app, mobile devices and social media.”
The key takeaway here is that DCX encompasses every interaction a consumer has with your brand- not just when interactions happen online or offline.

Why is DCX important?

The customer experience is important to every business, and it’s more important now than ever. The best digital customers have the highest lifetime value, but they can also be the most demanding and difficult to please. They are constantly looking for new ways to engage with your company digitally. It’s up to you as a marketer or manager of content marketing strategy to provide them with what they’re looking for in order to keep their attention on your brand.

DCX is important because people have come to expect it. The internet has changed the way many consumers interact with companies, and they’ve learned to expect quick responses from brands. In fact, a recent study found that 79% of customers who are unhappy with their interaction will take their business elsewhere if they don’t receive a response within an hour. This means that DCX can be the difference between retaining happy customers or losing them for good – which is why you should make it your top priority when designing marketing campaigns and managing customer service teams.

What is an effective digital customer experience?

What is an effective digital customer experience? The answer to this question may be different for each company. For example, a shopping website might focus on the ease of use and convenience that they offer their customers. On the other hand, an airline might strive to provide a seamless travel experience with as little hassle as possible. Regardless of what you’re selling or how your business operates, it’s important to have a clear understanding of who your customer is and why they buy from you in order to create the best possible digital customer experience for them.

“The digital customer experience is important to any business, because it can be the difference between a potential customer and an actual one. Here are three keys for creating an effective digital customer experience.”
1) Engage with your customers: You want them to feel welcome in your store, so make sure they have the same feeling when they visit your website. 2) Keep up with technology: This is key for staying competitive in today’s fast-paced world of commerce. 3) Understand how people use technology: Different generations will have different needs and expectations when it comes to their online experience, so you need to understand what each generation wants.”

How can DCX be improved?

  1. Understand your customers’ behaviors.
  2. Focus on self-service. 
  3. Omnichannel customer interactions.
  4. Optimize for mobile.
  5. Measuring customer satisfaction.

Digital customer experience is a constantly changing field. A few years ago, the idea of customer service being delivered digitally was unheard of. Today it’s one of the most popular ways for every company to provide excellent and efficient service to their customers. As technology continues to change, digital customer experience will continue to evolve as well – what does this mean? Let’s take a look at some recent changes in the industry that show us how digital customer experience is improving!
– In 2016, companies began implementing chatbots into their websites so users can have conversations with brands without ever having to call or email them first. This eliminates many obstacles such as availability and wait time before you can speak with someone about your issue.
– Mobile phone screens are getting bigger & easier to use.

– Customers are asking more questions around getting their problems solved

How do you measure DCX?

“How do you measure digital customer experience? That’s a question many people in marketing and management struggle with. The answer is that it depends on your business goals, but here are some suggestions.”

1. Intent
2. Surveys
3. Net Promoter Score (NPS)
4. Customer Effort Score
5. Customer Churn


“We’ll start by looking at the basics: what are your KPIs for measuring customer experience?” “The two most common metrics for measuring customer experience online are NPS (Net Promoter Score) and CSAT (Customer Satisfaction). You can also find more specific measures of engagement like dwell time or pages per visit.” “NPS asks respondents to rate their likelihood to recommend the company on a scale from 0-10, while CSAT asks them whether they would be likely to purchase again. 

If you are a CEO, marketer, or manager and you are interested in how to measure customer experience digitally, Feel free to contact us for a consultation. 

Digital Customer Experience vs. Customer Experience

The broad umbrella of customer experience can cover anything from traditional customer service channels to new digital interfaces that people use to interact with companies. Digital customer experience focuses on the latter, including both front-end services and back-office process optimization that ultimately benefits customers.
The overlap between DCX and CX is as intense as it gets in today’s world so clarifying what digital consumer experiences aren’t would be extremely helpful for any company looking to invest in this space right now.

Customer Experience-

 has been a buzzword for years in the marketing and customer service fields. It’s not new, but it is important. A couple of years ago, there was a shift from “Customer Experience” to “Digital Customer Experience,” which made sense because everything we do now (from banking to shopping) is on our phones or computers. But what does that mean? In this blog post I’ll outline some of the shifts in how brands operate with their customers today, as well as provide examples of what companies are doing right now to create an immersive customer experience across channels.
There’s more competition than ever before in every industry – so customer experience needs to be at its best if you want your company to stand out from the pack!

 Digital customer experience is essential to a business’s success in today’s economy. You can improve your digital customer experience by addressing these topics and incorporating them into your current process for the following reasons:

1) consumers want personalized, not generic experiences;

2) it provides an opportunity to be creative with how you present information;

3) it gives customers more control over their interactions with companies they interact with on social media platforms like Facebook or Twitter;

4) it allows businesses to measure what people are doing on their website so that they know where improvements need to be made.

If you would like Ocey to provide a consultation about how you can better manage this aspect of your digital transformation click HERE.

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