Customer experience is at the forefront of every solid business strategy, or at least it should be. There’s nothing that matters more to the success of a growth-oriented business than happy customers that keep coming back with a smile and bring their friends with them. Now that customers are pickier than ever before when it comes to choosing the companies they work with and buy from, it’s important to step up your CX strategy and leverage the right tech solutions to achieve better results.
Technology plays a vital role in elevating the customer experience across the board, and especially if you’re managing a comprehensive omni-channel structure. If you’re engaging with customers on all online and offline channels, then the experience not only needs to be top-notch, but it also needs to be personalized, organized, and consistent on every channel in the online and offline realm.
With that in mind, let’s take a closer look at the most important ways you can use digital transformation to elevate CX and take your business forward as a whole.
IoT solutions for better on-site CX
There are many applications of IoT technology in the modern business environment, and in many ways, IoT can help you drastically improve safety, productivity, and efficiency in the workplace. However, IoT is not just about elevating internal processes, as it also has a customer-facing component, and you can definitely use the technology to elevate their experience considerably in the online and offline worlds.
For one, IoT tech like on-site sensors and IoT enabled devices can help you collect and analyze vital customer data to help you make better, informed decisions in the future. You can use IoT sensors to elevate safety on site as well, but also improve the overall security of your customers.
What’s more, don’t forget about IoT-enabled devices like smart kiosks that provide useful information and guidance, PoS systems that automate payment processes, and other applications that reduce customer effort and create a more enjoyable experience.
Mobile optimization caters to a new audience
Mobile use is on the rise across the globe, but that should come as no surprise. Now that people are increasingly using their smartphones to interact with companies online and offline, it is vital for business leaders to invest in mobile optimization across the board. Mobile optimization is a broad term and a key component of digital transformation that aims to optimize every customer interaction for the device they’re using.
When a customer is trying to access your website via smartphone, you want to make sure that the site is optimized for seamless browsing, fast loading, and easy navigation. When a customer decides to pay a visit to your office or e-commerce store, you want to enable seamless smartphone payments, on-site loyalty programs that they can access via smartphone, and other mobile-friendly features. Bridging the gap between offline and online is essential for an effective customer experience. Dynamic QR codes are a solution that can help in directing your offline audience to your online channels. They are designed to be mobile-friendly and are hassle-free, you can change the target destination without having to change the QR code. Using such tools can be an effective way to ensure mobile optimization and upscale your offline as well as online channels
With mobile optimization, you’re allowing your customers to interact with your brand seamlessly, consume content on the go, and shop with ease. And as you know, this is also a recipe for stellar CX.
Elevating customer experience with ITIL
To deliver the best customer experience possible, you have to make sure that you’re running a seamless, optimized backed operation. Your IT infrastructure is the foundation on which you’re able to deliver all the services and experiences people love and use, so you have to make sure that you’re aligning your operations with their needs. To do this, you should invest in ITIL, or the IT infrastructure library set of practices.
Be sure to provide your IT experts with the right ITIL foundation certification that will help them learn IT service management and IT asset management, so that they can consistently align IT services with the evolving needs of your customers. Designing the right services and improving them on a regular basis all the while ensuring constant service uptime through ITIL is how you use technology to ensure stellar CX.
Automation drives customers towards positive outcomes
For years now, automation has been playing a large role in cutting costs and driving productivity up in all sectors and industries. Using the right automation hardware and software can considerably improve productivity in the modern digital workplace, but it can also minimize the risk of human error while elevating safety. This can have a positive effect on your internal processes, yes, but it will also positively impact your CX strategy.
Automation can be a great tool in improving the customer’s experience, both in the online and offline realms. You can use automation to reduce customer effort online, for example, by implementing chatbot technology. Chatbots are becoming smarter by the day, and they can help your customers get the answers to their questions or place an order without ever having to interact with your human staff. That’s efficiency in a nutshell, and it allows your employees to focus on the more complex issues.
Using the right software to achieve hyper-personalization
Last but not least, you can empower your employees with the right software to deliver a better overall experience to your customers. Your marketers can leverage a comprehensive CRM system to gain deep insights about their customers and personalize the experience of the individual when they interact with your brand online and offline.
You can implement software solutions in any department to deliver a better experience, from support to sales, over to marketing and beyond. What’s more, you can also leverage website cookies and WordPress plugins to create a personalized content offering to every customer that comes back to your site, so that the website displays the content that matters to them the most.
Over to you
Digital transformation is an essential part of customer experience nowadays, and it’s important to use the right tech solutions to generate happier customers that keep coming back. Use these tips to elevate CX across the board and set your company up for growth in 2021.
Andrej Fedek is a digital marketer. He recently started his own blog about digital marketing called InterCool Studio. His passion is to help startups grow and thrive in a competitive environment.