Thanks to the constant advancement in technology and communication, customers are more connected & more powerful these days, than ever before in the customer experience history. There is no denying the fact that ‘word-of-mouth’ is the most credible source of information when compared to any other medium of advertising & promotions. Hence, it’s high time you should start taking customer experience seriously if you want to maintain your position in the market and there could be no better option than hiring a digital experience management consultancy to do this job on your behalf.
Even though, there can more than hundred reasons cited to reinforce the need to hire a digital experience management consultancy, we’ve enlisted few of the most prominent ones to give you a better idea of this powerful medium in this technology-dominant era:
You would have never guessed but your customers are your promoters as well as your brand ambassadors. There are very high chances that your customers are the key generators of your business and could have been generating at least 80% of your revenue by recommending you to their friends & families and social circle. However, what needed to be considered is- are you treating these customers the way they deserve? The digital experience management consultancy will help you make your special customers eel special and give them the value they deserve.
It’s a well known fact that it’s human psychology to focus more on negative aspects rather than positive one. The smart phones and spy cameras give them strong enough reasons to record your misbehaviour, lack of concern, unhygienic environment in your premises and what not! There are multiple social channels available these days where they can share their bad experiences with your brand. The only way to control it is by hiring digital experience management consultancy that will play a vital role to prevent negative word of mouth.
Each customer is different and no two customers are the same and as per a study, 91% of non-engaged customers leave your brand due to dissatisfaction. Hence, it’s very important to engage each & every customer by profiling them, understanding their specific needs pertaining to your brand, analysing their spending patterns and recommending new products as per their usage. Or else, your customers will leave your dissatisfied and you won’t be able to identify the reason. Again, hiring digital experience management consultancy will take care of each of your customers and make them feel special so you can keep on receiving business from them.
In the end, digital experience management is an integral part of your brand management as it’s the most proactive and organic solution to research and trials that no longer need to be so costly and time-consuming, and allow for a softer, more real outreach to your demographics.