Digital Customer Experience as a Success Factor
Customer expectations have risen significantly in recent years: The buying experience and the experience surrounding services, products and companies as a whole are decisive and influence whether products are bought again or services are recommended to others. Both the analogue and digital customer experience have therefore clearly moved into focus. At the same time, companies are entering the market with new ideas and impressing with disruptive models and unique selling propositions. It is especially the manner in which these companies provide information that strengthens the positive customer experience. This represents a great contrast to the old business world and sets completely new standards for dealing with customers.
Studies show that so-called customer experience champions, i.e. companies that take the subject of customer experience seriously and strategically optimize and advance the digital customer experience, are far ahead of competitors in terms of quality, profitability, growth, customer loyalty and market share.
Why is that? A good digital customer experience is not just about making the customer happy, it's also about achieving concrete business value: a customer experience champion maximizes the ratio between meeting and exceeding customer expectations as well as internal process efficiency.