{"id":5339,"date":"2018-10-25T08:31:19","date_gmt":"2018-10-25T08:31:19","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=5339"},"modified":"2022-08-02T18:34:48","modified_gmt":"2022-08-02T18:34:48","slug":"what-customer-experience-means","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/what-customer-experience-means\/","title":{"rendered":"What Customer Experience Means for Brands in the Digital Age"},"content":{"rendered":"Everyone knows personalization is the key to a stand-out <a href=\"https:\/\/www.walkme.com\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener\">customer experience<\/a>. But few know how to provide it.\n\nFor those companies, the time to learn was yesterday. Personalization is what customer experience means in the digital age.\n\nIt\u2019s the act of tailoring your services and interactions according to each individual customer&#8217;s needs and preferences. Prioritizing personalization can remedy customer dissatisfaction, establish a stronger brand, and most importantly, build trust.\n\nWhen customers trust you have their best interests in mind, they not only rely on you more, they will be inclined to spend more money. According to a 2017 <a href=\"http:\/\/www.marketwired.com\/press-release\/segment-survey-finds-consumers-will-spend-more-when-their-shopping-experience-is-personalized-2238385.htm\" target=\"_blank\" rel=\"nofollow noopener\">study<\/a> by Segment, consumers are willing to spend more money when brands deliver a highly personalized shopping experience and targeted recommendations.\n\nHowever, 71% of consumers say they are disappointed and frustrated with the lack of personalization they actually receive.\n<h3 style=\"text-align: center;\"><a href=\"https:\/\/www.walkme.com\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener\"><em>Dive deeper: How to provide the ideal customer experience in the digital era.<\/em><\/a><\/h3>\nBrands that know how to provide a tailored customer experience have much to gain \u2014 49% of surveyed shoppers said they purchased a product they did not intend to buy as a result of a personalized recommendation from the company. The potential to use a personalized customer experience to raise revenue is virtually uncapped.\n<h2>What customer experience means<\/h2>\nBefore we dive into how to provide a highly personalized customer experience, let\u2019s define this term.\n\nCustomer experience is often used interchangeably with <a href=\"https:\/\/www.walkme.com\/blog\/4-tips-customer-engagement\/\" target=\"_blank\" rel=\"noopener\">customer engagement<\/a>, but it\u2019s important to clarify the distinction between the two.\n<blockquote class=\"twitter-tweet\" data-lang=\"en\">\n<p dir=\"ltr\" lang=\"en\">Customer service is dead in most public companies. Wall St. rules now. One reason we try to support small biz and entrepreneurs who live to make customers &amp; clients happy. That&#8217;s what we do, too! <a href=\"https:\/\/twitter.com\/hashtag\/WeLoveOurClients?src=hash&amp;ref_src=twsrc%5Etfw\">#WeLoveOurClients<\/a> <a href=\"https:\/\/twitter.com\/hashtag\/CustomerExperience?src=hash&amp;ref_src=twsrc%5Etfw\">#CustomerExperience<\/a> <a href=\"https:\/\/t.co\/CDCjCR1oUn\">https:\/\/t.co\/CDCjCR1oUn<\/a><\/p>\n\u2014 Trusty &amp; Company (@trustyandco) <a href=\"https:\/\/twitter.com\/trustyandco\/status\/1029060959887863808?ref_src=twsrc%5Etfw\">August 13, 2018<\/a><\/blockquote>\n<script async=\"\" src=\"https:\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script>\n\n<a href=\"https:\/\/www.walkme.com\/blog\/customer-experience-definition\/\" target=\"_blank\" rel=\"noopener\">Customer experience<\/a> is the sum of all of the interactions a customer has with your company. The customer experience is not objective \u2014 it\u2019s determined by the way customers perceive your company. On the other hand, <a href=\"https:\/\/www.forbes.com\/sites\/adrianswinscoe\/2016\/10\/17\/what-does-customer-engagement-really-mean\/\" target=\"_blank\" rel=\"nofollow noopener\">customer engagement<\/a> has more to do with how a customer interacts with your brand.\n\nBoth are critical to succeeding in a competitive digital landscape.\n\nThough brands could previously dictate relationships, the digital age has changed the definition of what customer experience means. Here are three tips on refining your CX strategy.\n<h3>1. Keep the customer journey top of mind<\/h3>\nBy understanding the <a href=\"https:\/\/www.heflo.com\/blog\/customer-service\/end-to-end-customer-experience\/\" target=\"_blank\" rel=\"noopener\">end-to-end customer journey<\/a>, you can offer enhanced value throughout the process.\n\nConsider the steps they take, which include things like buying a product, opening an account, resolving disputes, and experiencing your product first hand. This is often a complex route, concerning multiple platforms like social media, researching online, customer service, and completing a purchase.\n\nBecause these interaction points will be managed by different departments, it\u2019s difficult to cultivate a consistent experience across all touchpoints. However, it\u2019s critical to make your customer journey unified and seamless, not disjointed\n\nFor more information on customer journeys, check out this great video: <iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/nUzTzZfICmE\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><\/iframe>\n<h3>2. Extract the most value from your data<\/h3>\nCollecting data isn\u2019t the difficult part, it\u2019s what you do with it that matters. Between all of your departments, you\u2019re probably drowning under a deluge of customer data. But without advanced analytics, you won\u2019t be able to draw any meaningful insights from it.\n\nBy investing in analytics, you can consolidate relevant customer data \u2014 such as demographics, location, interests, and purchasing history \u2014 and use it to <a href=\"https:\/\/www.walkme.com\/blog\/analytic-rock-stars-big-data-customer-experience\/\" target=\"_blank\" rel=\"noopener\">provide personalized recommendations<\/a>.\n\nPredictive and prescriptive analytics offer an even greater view of the customer than retrospective analysis.\n\nThese tools automatically deliver your customer success personnel the information they need to proactively address customer complaints and prevent churn before it occurs. They can also deploy targeted promotions and recommendations right to your customers\u2019 screen to encourage them to make more purchases.\n<h3 style=\"text-align: center;\"><a href=\"https:\/\/www.walkme.com\/pages\/cx-corporate-5-optimize-customer-experience-cartoon\/?eco=cx&amp;adin=what-customer-experience-means-ll01&amp;land=cx-corporate-5-optimize-customer-experience-cartoon&amp;pitch=Customer-Care\" target=\"_blank\" rel=\"noopener\">Discover how a Digital Adoption Platform (DAP) creates a better CX. Request a demo today.<\/a><\/h3>\n<h3>3. Understand customer intentions<\/h3>\nData and analytics allow companies to establish a sophisticated view of their target audience, but understanding behavioral economics can power better user-centered decisions. By understanding the common behaviors that <a href=\"https:\/\/www.kommand.me\/what-motivates-customers-to-buy-b119\" target=\"_blank\" rel=\"nofollow noopener\">influence customer behavior<\/a> and decisions, you\u2019ll be better equipped to handle customer interactions and make sales.\n\nFor instance, how can the number of purchasing options you present influence your customers to choose the one you want? How does the language you use to describe your products\u2019 attributes excite your customers?\n\nWhile personalization is the key to understanding what customer experience means in the digital age, these timeless principles of human behavior are an important tool to have in your toolbox.\n<p style=\"text-align: center;\">__________<\/p>\n<i><span style=\"font-weight: 400;\">WalkMe\u2019s Digital Adoption Platform (DAP) transforms the user experience in today\u2019s overwhelming digital world. Using artificial intelligence, engagement, guidance, and automation, WalkMe\u2019s transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website. Discover how a DAP can revolutionize your business \u2014 <\/span><\/i><a href=\"https:\/\/www.walkme.com\/pages\/dap-cv-2-help-your-users-engage-technology\/?eco=digitaltr&amp;adin=what-customer-experience-means-al01&amp;land=dap-cv-2-help-your-users-engage-technology&amp;pitch=Adoption-Promotion\" target=\"_blank\" rel=\"noopener\"><i><span style=\"font-weight: 400;\">request a demo today<\/span><\/i><\/a><i><span style=\"font-weight: 400;\">.<\/span><\/i>","protected":false},"excerpt":{"rendered":"Everyone knows personalization is the key to a stand-out customer experience. But few know how to provide it. For those<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":5341,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88],"tags":[191,308,189],"class_list":["post-5339","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-customer-experience","tag-digital-customer-experience","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What Customer Experience Means for Brands in the Digital Age - WalkMe Blog<\/title>\n<meta name=\"description\" content=\"Personalization is what customer experience means in the digital age. 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