{"id":5878,"date":"2019-01-31T16:13:07","date_gmt":"2019-01-31T16:13:07","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=5878"},"modified":"2023-05-02T15:45:08","modified_gmt":"2023-05-02T15:45:08","slug":"keeping-up-customer-expectations","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/keeping-up-customer-expectations\/","title":{"rendered":"How to Keep Up With Customer Expectations in Fast-Paced Digital Markets"},"content":{"rendered":"[vc_row][vc_column][vc_column_text]\n\nThis is the year of the customer. According to most company decision-makers, the customer experience is the most exciting opportunity to improve business in 2019, a <a href=\"https:\/\/www.superoffice.com\/blog\/customer-experience-statistics\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Digital Marketing Trends<\/a> survey found.\n\nThis comes as no surprise, as <strong>86% of consumers are willing to pay more for a great customer experience.<\/strong>\n\nAs companies pour more effort and investments into digital transformation, the customer experience also undergoes changes. In a rapidly evolving digital landscape, customers may encounter friction with digital tools and interfaces that leave them feeling dissatisfied with brand interactions.\n\nAnd unlike employees, who are vested in the company and trained to use new technology, customers who have negative experiences won\u2019t hesitate to click away from a site that isn\u2019t user-friendly.\n\nMore than 80% of companies recognize customer experience (CX) as a competitive differentiator, but only 13% rate their own CX delivery at a nine out of 10 or better. Creating an easy-to-navigate, seamless online experience for your customers is critical to the success of your digital transformation.\n<p style=\"text-align: center;\"><span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/www.walkme.com\/pages\/cio-dap-lp\/\" target=\"_blank\" rel=\"noopener noreferrer\"><b><i>Bring your digital vision to life with a DAP. Discover why transformational CIOs turn to WalkMe.<\/i><\/b><\/a><\/span><\/p>\nThat said, there are several customer-focused roadblocks to overcome.\n<h3>Customer challenge #1: Low tolerance levels<\/h3>\nCustomers\u2019 attention spans are short. A recent PwC survey found that one in three customers leave a brand they love after <img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-5882 alignright\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/01\/in-text-1.png\" alt=\"customer expectations\" width=\"400\" height=\"267\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/01\/in-text-1.png 400w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/01\/in-text-1.png?resize=300,200 300w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/>just one bad experience.\n\nNot only that, but 67% of customers mention bad experiences as a reason for churn. Only <a href=\"https:\/\/www.slideshare.net\/stevenvanbelleghem\/the-self-serving-economy\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">one in 26 unhappy customers complain<\/a> \u2014 the other 25 simply leave. Consider that your website or app has about <a href=\"https:\/\/www.crazyegg.com\/blog\/why-users-leave-a-website\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">15 seconds to show value<\/a>. If the user interface is difficult to understand, you\u2019ll quickly lose that customer to a competitor.\n\nIn the past, behind the scenes changes to digital systems were essentially invisible to customers. A modification in the way a company\u2019s website worked would have no bearing on the user experience. But today, a company\u2019s digital appearance is a fundamental component of the overall brand.\n\nThe skill and comfort level customers have using your apps and website either support or detract from your brand image.\n<h3>Customer challenge #2: Wasting time<\/h3>\nRespecting customers\u2019 time is a top-five issue for enhancing the customer experience, according to <a href=\"https:\/\/www.forbes.com\/sites\/blakemorgan\/2017\/12\/05\/five-trends-shaping-the-future-of-customer-experience-in-2018\/#3c371d6b2d9c\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Forbes<\/a>.\n\nFew things consume a customer\u2019s time more than an impenetrable, frustrating website. Even worse, many companies require customers to call a customer service rep (CSR) when they have an issue. Forcing a customer to stop what they\u2019re doing and call a CSR creates an interruption and costs the customer additional time.\n\nWithout a seamless omnichannel experience, customers are often forced to repeat their issue to multiple representatives, adding to more frustration and additional time wasted.\n<h3>Customer challenge #3: Comfort with technology<\/h3>\nWhen it comes to technology, customers have a wide range of experiences, capabilities, and interface preferences. While <img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-5884 alignright\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/01\/in-text-2.png\" alt=\"customer expectations\" width=\"400\" height=\"267\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/01\/in-text-2.png 400w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/01\/in-text-2.png?resize=300,200 300w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/>some might be quick to adapt, many are more likely to become easily frustrated \u2014 which can result in the loss of those customers to competitors that are equipped with a more intuitive user interface (UI).\n\nEnabling all of your current and potential customers to become competent users of your website is critical to success. A recent <a href=\"https:\/\/www.crazyegg.com\/blog\/principles-website-usability\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\">Crazy Egg study<\/a> found that poor \u201clearnability\u201d drives users away from your site. Ensuring that your customers can easily navigate your website improves the probability that they\u2019ll return. Investing in proper training tools can help to ease the customer journey.\n<h3>Customer challenge #4: Outdated training tools<\/h3>\nUnfortunately, the vast majority of organizations rely on outdated tools, such as interactive chat and simple help glossaries, that fail to move the needle.\n\nThese approaches are limited in scope and only effective in serving a small percentage of customers. It\u2019s also worth noting that 70% of customers expect a company\u2019s website to offer <a href=\"https:\/\/www.walkme.com\/blog\/deep-dive-self-service\/?amp;camp=seoticker\" target=\"_blank\" rel=\"noopener noreferrer\">self-service applications<\/a>.\n\nIn fact, <a href=\"https:\/\/www.gartner.com\/imagesrv\/summits\/docs\/na\/customer-360\/C360_2011_brochure_FINAL.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">Gartner predicts<\/a> that by 2020, customers will manage 85% of their relationship with an organization without ever interacting with a human.\n<h3>Customer challenge #5: CSRs who aren\u2019t trained to train<\/h3>\nForcing customers to move their focus from the website to call or chat with a CSR can lead to a negative customer <img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-5885 alignright\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/01\/in-text-3.png\" alt=\"customer expectations\" width=\"400\" height=\"267\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/01\/in-text-3.png 400w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/01\/in-text-3.png?resize=300,200 300w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/>experience. What\u2019s more, depending on their comfort level with technology, the CSR may not have the training required to appropriately assist these customers, leading to even more frustration from both the customer and the employee.\n\nThe right technology can remove the burden of application or website support from the customer service rep and help to lower customer support costs and improve experiences.\n<h3>A next-generation customer experience<\/h3>\nOrganizations undergoing a digital transformation need to find a solution that can effectively eliminate the \u201cadoption gap\u201d and quickly turn consumers into confident, competent users of their website and apps.\n\nThe right technology can put control in the hands of your customers, allowing them to complete tasks while benefiting from real-time assistance. Changing the paradigm for customer support reduces costs, improves customer satisfaction and lets your employees focus on handling high-value tasks.\n\n<strong>Learn more about how you can keep up with customer expectations in our new e-book:<\/strong> <a href=\"https:\/\/www.walkme.com\/knowledge\/tame-the-digital-beast\/\" target=\"_blank\" rel=\"noopener noreferrer\"><em><strong>Taming the Digital Beast: New Strategies That Enable the CIO to Maximize the Benefits of Digital Transformation.<\/strong><\/em><\/a>\n\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row][vc_column][gem_alert_box button_1_corner=&#8221;3&#8243; button_1_icon_pack=&#8221;elegant&#8221; button_1_text=&#8221;Request a Demo&#8221; button_1_link=&#8221;url:https%3A%2F%2Fwww.walkme.com%2Fpages%2Fdap-cv-2-help-your-users-engage-technology%2F%3Ft%3D19%26eco%3Dcx%26adin%3Dkeeping-up-customer-expectations-al01%26land%3Ddap-cv-2-help-your-users-engage-technology%26pitch%3DAdoption-Promotion||target:%20_blank|&#8221;][vc_column_text]\n\n<em><strong>WalkMe\u2019s Digital Adoption Platform (DAP)<\/strong>\u00a0transforms 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.<\/em>\n\n[\/vc_column_text][\/gem_alert_box][\/vc_column][\/vc_row]","protected":false},"excerpt":{"rendered":"[vc_row][vc_column][vc_column_text] This is the year of the customer. According to most company decision-makers, the customer experience is the most exciting<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":6020,"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":[88,89],"tags":[191,201,189],"class_list":["post-5878","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience","tag-digital-adoption","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>How to Keep Up With Customer Expectations in Fast-Paced Digital Markets - WalkMe Blog<\/title>\n<meta name=\"description\" content=\"Changes brought on by digital transformation make your customer experience more vulnerable. 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