Providing SeamlesDigital Experience Is Secret Behind Brand Loyalty | Nav Thethi

The Covid-19 pandemic and the increasing push for social distancing has given an unlikely fillip to digitization. This has meant that companies have had to ensure that customers get the best digital experience of their product. In simple terms, digital customer experience is the interactions that a customer has with the company through its digital mediums like website, apps and social media.

A McKinsey global survey of executives noted in 2020 how companies have "accelerated the digitization of customer and supply-chain interactions by three to four years" during the Covid-19 pandemic.

Every company wants to be remembered by customers, mainly for its product. But how can companies cultivate recall value in the digital world?

One potent way is through enriching the digital experience for customers interacting with the company and its product. For enabling and constantly improving a company’s digital experience, feedback - both solicited and unsolicited - plays a huge role. In addition, focusing on the digital touchpoints of customers will help track the bounce rate and apply action items to keep customers digitally engaged.

 

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Published on CMO Council eJournal.