
Here's a question for you: just make a guess based on your intuition. How many customers do you think can shift to another brand for just a single unsatisfactory interaction with a brand? If you have said at least 50%, then you are absolutely right.
However, many brands fail to think over 10-20%, and that's where they underestimate the importance of CX. And as soon as it comes to brands operating online, the ignorance of Digital experience of a customer is even more.
So, the summary is that if you deliver a single unsatisfactory interaction, you'll be losing the revenue, profits and expected CLV in one of two such instances. Hence, it is important that you take your digital experience seriously. But what exactly is digital CX, and how can you enhance it by integrating Net Promoter Score Software and other metrics to benefit from it instead of losing customers? Let's find everything out in this blog.
Understanding Digital Customer Experience
So, what is it, or what casts a digital experience? To make you understand it better, here's what customer experience means. This is the overall experience of a customer, which is created and affected by every interaction with the brand. Now, if you take out all the digital interactions then these digital interactions are what create a digital customer experience. It can be anything like shopping online with the brand on their website or app, their promotional emails, or even customer support. So, basically, it's when a customer is interacting with the brand digitally.
It is important to clarify because many times, people misinterpret it for only online interactions like shopping or browsing the app or website of a brand. So, let's now shift our focus to the importance of digital experience.
The Significance of Digital Interaction
Online brands deal with customers mostly online, which is why it becomes crucial for them to know how efficient everything is that they offer to their customers. And since they are online, a big part of their overall customer experience is the digital CX. It has a direct relationship with many factors of the business, such as lead conversion, sales, profits, etc. That's why it affects the performance of a brand a lot.
For instance, 60% of customers choose one brand over another just because of good CX, while they primarily purchased something from both brands. Moreover, it's 2.4 times more likely that a brand will get loyal customers if it resolves issues faster. So, for a brand with many digital interactions or a brand who is only online, the digital customer experience is what’s more important. Why? Because their customer experience will depend on how good their online interactions are, such as the website experience, check out experience which lie under the digital CX. These stats establish the fact that it has a great role in attracting customers to buy more.
In fact, it is crucial to maintain a great DCX because if you don't then it can harm you as well. For example, 49% of customers leave a brand they were loyal to for a year because of lacking CX. So, it's not that you will only miss out on the benefits of a good digital experience, but you may also harm your brand if you do not maintain the digital CX well.