The Importance of Customer Experience in Digital Marketing

January 25, 2024

97% of customers and 98% of customer service center managers agree that customer interactions affect brand loyalty. Nearly 60% of consumers switch brands due to negative customer service center experiences [source: Calabrio]. Overall, 61% of the customers are willing to pay at least 5% more if they get an outstanding customer experience.

Given that soo must rely on customer experience (CX), having excellent service quality becomes paramount. Your customers are just one click away from finding alternatives to your products & services. Hence, it has become vital for businesses to check their service quality around the clock. Let’s see how that can be done.

Growth Of Digital Customer

Back in the 2000s, there were only 361 million internet users worldwide. That has grown to a whopping 4.9 billion active users by 2022.

With the rise of the internet, social media & e-commerce stores, more people have started shopping online. Retail e-commerce sales are estimated to be around 6.3 trillion dollars in 2023 globally & are expected to grow to 8.1 trillion dollars by 2026.

Given the rise in online buyers, it becomes crucial for you as a business to put your products out there on every e-commerce platform, social media & Google search.

This will increase the chances of sales by a large margin. For customer experience marketing, contact our team. After all, customer retention is key to maintaining monthly sales rates.

Making Website Mobile Friendly

It won’t take more than a few seconds for users to switch from one website to another. So, along with having a high-quality customer experience, you would also need to have a responsive website.

A responsive website is a group of flexible web pages that adjust themselves according to the device it is being viewed.

Nowadays, the majority of people use their smartphones to view products and buy items. To give your old, dusty website a modern makeover, call Egnoto Pvt. Ltd. today.

Understanding Customer’s Mindset

According to CGS, almost 80% of consumers feel emotionally attached to the brand when customer support successfully resolves their issues. And 30% of the customers are willing to pay more for excellent services.

People like their queries to be handled instantly & this is where a customer experience marketing agency can help you. They would integrate your website with an AI-powered chatbot that will handle all general questions asked by the buyer immediately.

To win over your customer loyalty, you need to have a quick response time and 24/7 availability for customer service.

Emotional outbursts and stress have taken a toll on both customer and customer care agents. People like to have instant gratification & that’s the reason for issues not being resolved on time. At Egnoto Pvt. Ltd., we understand that some queries take a little longer than others to answer.

Our social media management team can help you handle all Q&A related to your product & services at a faster pace, increasing buyer satisfaction.

Personalized Products To Enhance Customer Experience Marketing

Everyone likes special treatment, and so does the buyer. You can use your customers’ purchase & browse history and feed it to an AI. Then, using data analysis, you can find which product they are more likely to buy & which product they might be interested in.

You can narrow your advertisement of a specific product to a group of customers who are likely to buy. Targeting relevant customers is extremely important otherwise, you would be lost in the ocean of brands.

A customer benefit from this as they get the product they want within a few seconds, saving their time.

Optimize Voice Search

The global voice search market is growing. Consumers like searching for products without typing. So, how can you, as a business, take advantage of it?

You can add long tail keywords to your website, product description, social media post, and the short video you post on YouTube or Instagram handle. When a user uses voice commands to search for products that are similar to yours, you will pop up.

With the rise of virtual and augmented reality, it is likely that in the future, all commands & searches will be done by voice. So, tell your customer experience marketing agency to prioritize adding long-tail keywords to your online profile.

Customers’ Convenience

Above everything, buyers look for convenience. How easy are your products to be browsed? Do your buyers have to wait for a week for the product to get delivered? Do you ask your customers to give feedback? Have you got any communication channel on social media where you can handle Q&A by users?

All these questions are vital in deciding how good your CX is and how much customer retention you are going to have. Of course, you can’t be sitting in front of a social media profile to handle all queries. So, what to do?

READ MORE: Why You Should Integrate Visual Content Into Your Marketing Campaigns?

You can hire a customer experience marketing company to handle your social media profile on your behalf. This will smooth out the process & you will get free time to plan ahead. Having a creative & informative graphic design for your product will increase the chances of sales.

Remember, if your buyers like your product & services, they will likely return. This will increase the chance of customer retention.

Excellent Customer Support Service To Increase Customer Retention

You can’t afford to get this one wrong at any cost. No matter how good your products are, if your customer service sucks, you are not going to get any customer retention.

The cost of acquiring a new customer is 5x more than retaining an existing one. If you are able to get a 5% increment in customer retention, you are more likely to double your revenue. The top marketing methods for customer retention are email, social media, referral & content marketing.

All you need to do is hire a trustworthy digital marketing firm who has expertise in handling customer experience marketing & see your revenue graph go up the chart.

Make Egnoto Your Digital Motto

At Egnoto Pvt. Ltd., we understand that handling your products, their formulation, inventories & managing employees can be tedious. That’s why we have a team of experts in SEO, website & graphics design who will address all your digital marketing issues& manage all your social media profiles effectively. We offer high-quality content and interactive website designs that will aid your organic traffic and increase leads & potential buyers. So, don’t wait for an apple to fall on your head.

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