Digital still lags behind phone and in-store when it comes to the customer experience. It's time to flip the script.
In today’s hyper-connected world, customers’ loyalty increasingly depends on your ability to design and deliver easy, emotionally engaging digital interactions. Not only are more consumers online than ever before – global internet usage has jumped from 24% in 2012 to more than 50%1 today – but they increasingly prefer2 to interact with organizations through their digital channels.
But despite their popularity, digital experiences still lag behind in-person and phone experiences.
Given the growing number of customers who are choosing to interact with companies through these digital channels, companies can no longer afford to deliver these substandard digital interactions. Digital is rapidly becoming the backbone of customer loyalty, so if you want to remain competitive, you need to be thoughtful and deliberate about how you’re designing and managing customer experiences through these channels.
In this guide, we’ll explore the 3 key ingredients to a world-class digital experience to help you design and deliver experiences that drive customer spend, satisfaction, and loyalty.