5 WAYS TO IMPROVE CUSTOMER EXPERIENCE THROUGH DIGITAL HUMANIZATION

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 Creating Brand Loyalty:



You already know that relevant, personalized messaging can make or break your digital campaign. We live in an increasingly digital world and fostering human connections via digital platforms isn't always simple, but these connections are vitally important for businesses. 

So how can your business humanize its customer experience and foster positive, long-lasting customer relationships?

#1. Craft purpose-driven messaging

Think about how your customer's priorities may have shifted this season and how your brand can meet their changing needs. Successful companies are re-evaluating how to stay relevant by crafting more purpose-driven messaging rather than creating purely transactional content. Your brand's communication strategy should be an extension of its DNA and amplify what your company believes. Consumers will stay to loyal to companies that demonstrate authentic empathy, and relationships will last longer when your customers feel invested in your company's success. When analyzing your outreach strategy to your consumers, whether through social media or email, ensure that your messaging engages, inspires or impacts others.

#2. Empower your employees

Employees are the people behind every business's customer experience, so it is vital that they have the tools and knowledge needed to offer the best customer experience possible. This can mean giving employees the power to help customers and resolve problems without needing a manager's permission or creating an omnichannel support system that gives your employees a variety of communication channels to interface with customers through. Many businesses are using a cloud based call center phone system to empower customer service teams. Cloud -based tech helps employees communicate with each other, managers and customers quickly and over different channels with ease.

#3. Help customers contact you

While we're on the topic of customer service teams, it's important that customers can reach said service teams in the first place. With 76% of customers primarily using phone calls to get in touch with customers support, businesses must streamline this experience for customers. A few elements your business can put in place include displaying contact information clearly on your website and giving customers a range of channels to contact your through (phone, email, or live chat).

#4. Build an affinity focused customer profile

Who are you talking to? Get to know your audience. Data is one of the most valuable resources that companies have. We know cookies are going away, which will make it more challenging for brands to collect and attribute third party data. This makes it critical to continues gathering information directly from your consumers on your brand's owned website, like a consumer's first name, gender and last category shopped. But, be sure to take it one step further and go beyond merely capturing transactional data points. Instead, use this as an opportunity to learn more about your consumer's interest and affinities.

#5. Redefined customer retention

Marketers closely monitor traditional e-commerce metrics like conversion rate and bounce rate and often keep a careful watch on customer relationship management analytics, like the monthly number of one-time purchases, repeat purchase rate and consumers' average replenishment rate. While consumer demand for online buying hasn't waned, as many as 30 to 40% of consumers continue to switch brands or retailers. I encourage marketers to take this opportunity to redefine brand loyalty and retention before their customers start shopping elsewhere. We should go beyond merely defining retention as a customer making two or more purchases and instead try to understand consumer behavior across all channels. 


Final Thoughts...

Businesses are increasingly recognizing the importance of showing their humanity. Customers are attracted to brands through the stories they tell and the faces behind the products. Creating a humanized customer experience is a powerful customer experience strategy that benefits businesses, employees and customers alike. By reminding customers that you and your staff are human through your social media and marketing channels, on your website, and in your contact center, you will form stronger bonds with each and every customer.

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Written by: Antony Moturi


   About the Author: 


Antony is a professional DJ, Pianist, Social Media Manager, Content Creator and a Blogger. Besides that he does professional Sound Engineering, Public Speaking and is a Youth Leader.


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