In today’s world, it is not just about selling your product or service rather its about selling an experience along with your product or a service. Experiences could be of various types such as customer experience or digital customer experience.
The increased role of technology in our lives has led to new ways of how companies interact with their customers and how customers connect with these companies. Due to an increased role of technology digital customer experience holds immense importance for companies and their customers. Digital customer experience could be an experience that includes digital interface like a tablet, computer or smartphone. Customers go through a digital experience at different stages of their buying behaviour for e.g. when they research for a product online, they find a store’s nearest location by using a mobile app, comparing different products and their prices, searching for tech support information for buying technology products such as a smartphone – these all are digital customer experiences.
Providing customers with the right digital customer experience can be very beneficial for companies. A good digital experience for customers would mean the number of people attracted to buy from that company would be very high. Furthermore, people are likely to buy from such companies more frequently eventually leading to a high turnover and profitability for the company. Word of mouth by existing customers can help to expand the customer base as new customers would be attracted too. Word of mouth is often one of the best and most effective strategies that not only helps to boost the sales of a company but also helps to improve the reputation of the company.