Customer loyalty isn’t as strong as it once was. Gone are the days when customer loyalty programs or even product quality were sufficient to attract and retain customers. Digital managers have a critical role to play in earning the business of all customers—potential and existing—with a consistent, high-quality customer experience in a marketplace where all the rules are changing (CX).
How Can You Incorporate Modern Customer Experiences Into Your Customer Journey?
Stage 1: Awareness
When potential customer first realizes they want something or have a problem to solve, they are in the awareness phase. They’re just looking for information at this point, so that’s what you should give them.
Stage 2: Consideration
A prospective customer’s interest in the experience they’re receiving from your brand is assessed during the consideration phase. This is where their preferences come into play, as well as their research to see if there is a better option available.
Stage 3: Making a Decision
Consumers are working out the last few questions before deciding between their top options during the decision-making phase. The goal for digital marketers is to establish a long-term relationship with customers and provide value that they will find difficult to abandon.
Stage 4: Retention
Once a product or service is delivered, the customer journey does not end. CX is just as important after a transaction has been completed. A positive experience leads to customer retention, which is the most important revenue driver for businesses.
Where Will the Modern Customer Experience Take You?
Great customer service is a long-term goal, but it’s worth investing in now. Throughout the customer journey and beyond, Cegura Technologies can provide a seamless thread of excellence and ease.
