Companies are being forced to change their communication models and adapt to the new market reality in the face of fast-paced digital transformation. This digital transformation is not being driven by companies, rather it is being driven by customers. Customers expect relevant content in relation to what they are doing at any time and place they choose, in the format they want and on the device of their choosing. The customer journey and need for a Customer Total Experience (TX) is driving companies’ digital strategy.
To keep up with ‘always-connected’ consumers, businesses need to embrace technology to deliver an unmatched TX, where digital platforms play an important role in facilitating TX. Digital Path Director Gideon van Zyl points out: “Digital platforms can automate a range of time-consuming activities, helping you be there for your customer in their hour of need, and enhance your overall communication with customers.”
A happy customer is more likely to become a loyal customer. In the long run, one of the best marketing strategies is a customer who will promote your business for you. A loyal customer will advocate for your brand, product, or service, especially if they have a pleasant experience via your communication channels, making a positive TX is crucial to the success of your business.
How to Make a Great Customer Total Experience
Digital platforms help businesses transform traditionally tedious touchpoints into pleasant experiences. To create a great customer total experience, the first step is to understand the entire journey customers take, including every touchpoint customers have with your business. Knowing each touchpoint and the challenges customers face with them will help you transform each interaction into a positive experience.
Secondly, businesses need to know how digital platforms can transform these touchpoints. Apps and Software-based services can be developed for users to interact with your company in a convenient and easy manner whenever and wherever the customer need arises.
The final step is to set up an efficient method of capturing customer feedback. Customers’ needs and levels of comfort with different digital platforms are constantly changing, and your TX strategy needs to adapt to reflect that. Knowing what customers do or don’t like about each of your company’s touchpoints they interact with is key to consistently improving your company’s TX.
Digital Path are experts in this field and have helped countless clients understand how their customers interact with their business. Our team of expert software and app developers create bespoke digital platforms that meet the unique requirements of different industries. To ensure a complete digital TX strategy, reach out to Digital Path today: