4 Must-Haves for a Winning Customer Experience Strategy
16Oct 2020

4 Must-Haves for a Winning Customer Experience Strategy

Learn the key aspects of a great CX strategy


An effective CX digital strategy depends on the quality of customer experience that your brand can provide. And therefore, it is essential to ensure that you scientifically plan out your digital strategy from the Customer Experience (CX) perspective. The following are four points that could serve as a rule-book for devising a winning CX strategy:

Use analytics to understand customers’ behaviour

It is essential to identify broad-level patterns in terms of your target customers’ browse patterns to be able to understand what your customers are looking for, what they prefer, and what they need while they are surfing. One way you could go about this is creating customer journey maps for different buyer personas. However, while it is essential to collect loads of user data to be able to use analytics, you would also need to focus on ensuring absolute safety of data storage to prevent data breaches. The assessment of target buyer behaviour on digital touch points will reveal insights that can be the key to enhancing CX.

Personalization of omni-channel CX

The key to ensuring maximum engagement of customers is personalizing their experience across multiple channels while retaining its consistency. 47% of customers use 3-5 different communication channels, which means it is essential that companies create an easy two-way communication interface across different channels.

Also, companies should try to optimize their experience across channels, be it the website, smartphone app, or the e-store. Use of futuristic elements such as projection mapping for e-stores could go a long way in enhancing customer interest. The insights that are revealed through customer data and behavioural analysis could form the basis for delivering personalized experience.

Intuitive Design = Best Design

If your digital presence, be it your website or mobile app, is designed such that a customer needs to take time to figure out how to use, you have lost the game even if you have created a very appealing visual theme for it. While aesthetics certainly is important, ease of use is a fundamental factor determining the quality of CX. You should try to create an easy browsing path from product catalogue discovery to order placement. Also, it is essential that your website or applications facilitate self-service, so that customers do not have to face the hassle of enquiring with your customer service how to use a particular option.

Use of AI-powered elements

Even while surfing on a perfectly intuitively designed digital space, it is possible that customers still feel puzzled at times. It is essential that to eliminate any disconcertion arising out of this, customers can get their queries eliminated on the spot. The use of AI-driven chatbots could go a long way in ensuring this. Self-learning chatbots can be used to help customers gain information regarding products and services, record grievances, and request for customer care call-back. Chatbots can provide 24x7 service and are an excellent means to provide first line-of-contact with customers. Other ways that brands can use smart technology to improve CX is through Machine Learning driven recommendation systems which can add to the level of personalization of the experience.

As a digital experience consultant with a proven track-record, PennyWise Solutions would love to help your brand establish a formidable as well as enticing online presence. We possess demonstrated expertise in helping create highly engaging CX, be it on websites developed with latest-in-market technologies such as HTML5  or on native or hybrid mobile apps. The above four points are our guiding mantras when we consult with our clients and it is no surprise that our clients have been able to generate a high level of consumer engagement and sales traction via digital channels.



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