{"id":75521,"date":"2024-04-03T12:50:47","date_gmt":"2024-04-03T18:50:47","guid":{"rendered":"https:\/\/inmoment.com\/?p=75521"},"modified":"2024-11-15T11:02:54","modified_gmt":"2024-11-15T18:02:54","slug":"what-is-digital-experience","status":"publish","type":"post","link":"https:\/\/inmoment.com\/blog\/what-is-digital-experience\/","title":{"rendered":"Digital Experience: Meeting Customer Expectations"},"content":{"rendered":"\n

For as long as there has been business, there have been customers. And for as long as there have been customers, businesses have had to prioritize creating a positive customer experience<\/a>. The customer experience\u2014how buyers feel about their collective interactions with a brand\u2014defines and motivates customer action. It sets the tone for the entire company\/consumer relationship. But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience<\/em>.\u00a0<\/p>\n\n\n\n

What Is Digital Experience?<\/strong><\/h2>\n\n\n\n

Digital experience (also called digital customer experience<\/em> or abbreviated as DX<\/em>) is an extension of traditional customer experience. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints<\/em>. This includes communicating with a brand via social media, making a purchase online, receiving an email or text confirming an order, providing user feedback on online channels, using a company app, operating a digital kiosk or point-of-sale terminal, or even simply visiting an organization\u2019s webpage. <\/p>\n\n\n\n

In other words, these touchpoints include a broad<\/em> range of interactions and are constantly growing to encompass an ever-greater portion of the customer journey<\/a>. As such, a digital experience is a powerful tool for shaping essential interactions. <\/p>\n\n\n\n

Why is Digital Customer Experience Important?<\/h2>\n\n\n\n

The digital customer experience has become an essential part of the way that consumers navigate the marketplace. It is common for consumers to switch channels multiple times throughout the course of an interaction. They don\u2019t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had. Your brand needs to deliver on all fronts in order to create a memorable experience for these customers. Not only will it make your business better, but in the coming years, it will be the only way your business can survive. Let\u2019s get into the details.<\/p>\n\n\n\n

Customer Expectations<\/strong><\/h3>\n\n\n\n

First of all, customers want<\/em> and are coming to rely on the digital experience. They have high expectations for a brand\u2019s online experience and use your online presence and quality to gauge how trustworthy your brand is. They need and want websites that are easy to navigate, have quick load times, and offer a personalized experience.<\/p>\n\n\n\n

Competitive Advantage<\/strong><\/h3>\n\n\n\n

Creating a unique and positive digital experience helps brands set themselves apart from competitors, too. When people start shopping for something, like say a new pair of headphones, they are going to first go online to see what is available to them, research pricing, and compare brands. Your brand has to have an online presence to be a competitor, and if you want customers to actually choose your product or service, you need to have a robust and thoughtful digital customer experience.<\/p>\n\n\n\n

Being online with your business evens the playing field; having a great digital customer experience puts your brand on top. Customers will go with well-designed websites, brands that pay to be more visible through SEO efforts, companies with helpful and high-ranking content, and services with plenty of customer reviews and other types of social proof. If you want your company\u2019s services to rise to the top, then you need to provide a seamless, engaging, and robust digital customer experience that will make consumers choose you over other competitors that are just one click away.<\/p>\n\n\n\n

Brand Reputation<\/strong><\/h3>\n\n\n\n

A good digital customer experience is critical to a brand\u2019s reputation. Word spreads fast in the age of social media and a bad digital experience can hurt a brand\u2019s reputation. The better customer experiences your consumers have, the more you can fortify your brand reputation. This means prioritizing positive interactions with products and services, engaging with people online, implementing customer feedback, and more. From the first ad or social media content a customer engages with to the checkout button on your website, the digital customer experience is what shapes your presence online and ensures that your brand reputation is protected.<\/p>\n\n\n\n

A well-designed digital experience can increase customer engagement and interaction with a brand. Interactive features, personalized content, and social media integration can foster meaningful connections and encourage customers to actively participate and share their experiences with others.<\/p>\n\n\n\n

Pearl-Plaza\u2019s digital experience software<\/a> can help lay out a well-designed online experience that increases site conversions, identifies web experiences that impede user interactions, and ultimately creates a higher customer lifetime value. <\/p>\n\n\n\n

Factors that Impact Digital Experience<\/strong><\/h3>\n\n\n\n

Because digital experience is an extension of customer experience, it is shaped by many of the same factors. These include the following:<\/p>\n\n\n\n