Digitally-led businesses can be overwhelmed by emerging opportunities, yet creating a compelling customer experience is more important than ever before. Today’s consumers expect a seamless customer experience, and even one hiccup can lose that customer forever. This principle was never more in play than in the digital landscape, where there is a barrage of new trends, enhanced device capabilities, and the relentless growth of AI. Knowing where and how to focus on these potential enhancements that will elevate your customer’s experience can be difficult. There are a few core principles that can inform a brand’s approach.
Businesses need to reframe the digital experience as a business concept. While it might be tempting to measure the different stages of the consumer journey with the goal of conversion rate as the ultimate metric of success, it’s important to consider the big picture and how it impacts the outcome. Conversion rates are still determined by the quality, price, and availability of products and those that are above average in quality, in stock and priced competitively have a conversion rate ten times higher than their less appealing counterparts.
Additionally, it’s critically important to remember that individual customers are just that: individuals. They are not created equal, and many factors need to be taken into account when personalizing the customer experience and identifying your audience. This might include the type of devices they tend to use when searching or interacting with your brand, where they fit in the new online reality, and many other parameters that define customer types.
Furthermore, while it’s a typical strategy to charge teams with the task of continuously improving the digital experience for their customers, it’s much more unusual to find businesses willing to incorporate a zero-based approach. That said, brands that encourage their teams to look at problems with a fresh perspective and challenge their priorities, along with actions from first principles, tend to make better decisions and outperform the competition.
Today’s digitally-led businesses need to be extremely intentional in their efforts to elevate customer experience in an evolving business landscape. There is no shortcut to this process – they need to identify the relevant measurements to diagnose the customer journey, and how to fully understand the relationship between the digital experience and the business itself.
Now that the transformed customer journey demands an even higher level of CX, it has never been more important that when customers do speak to someone, the exchange is personal, personable and connective. More and more businesses are turning to highly specialized customer service outsourcing companies like Anexa to up their consumer experience game.
Anexa agents are trained to represent all brands with authenticity, and our initiative – “get to know what your audience is looking for” – is literally founded on our core customer service principles of emotional intelligence and customer empathy. As a twenty-year veteran in the customer service industry, Anexa was awarded prestigious gold and bronze Stevie Awards in the 2021 Customer Service Department of the Year and Company of the Year; and was named a finalist in the 2021 Customer Centricity World Series. Yes, when it comes to CX, we know our stuff. Factor in that we specialize in bilingual services, with highly trained English and Spanish-speaking agents, and it makes sense to consider this option.
Reach out to Anexa for more information.