Post by account_disabled on Mar 7, 2024 8:56:12 GMT
Customer experience ( CX ), or customer experience, and consequently customer experience management, are today among the key elements for the success of a digital marketing strategy . After the experience of the Covid-19 pandemic, online purchases have significantly increased as have the hours that an average user spends on the web. Therefore, the relationship between customers and the brand and the personalization of interactions between the company and consumers are gaining ever more importance , which has an ever-increasing weight among the factors of business success. To understand its importance, just consider that, for example, a global survey conducted in the first quarter of 2023 by Statista found that 55% of e-commerce users want e-commerce sites to improve their methods payment with more .
Furthermore, 50% of Millennials would prefer personalized Brazil Phone Number products to be recommended when shopping online. This option also affected 42% of Gen X online shoppers. An e-commerce company, like any company that operates in web marketing , cannot fail to take data like this into account if it wants to grow and implement its business. It must therefore acquire and monitor this data, through activities such as web and social monitoring and analysis and sector analysis , in order to improve, make more effective and personalize the customer experience based on its target audience . What is Customer Experience To give a definition of customer experience we can say that it represents the set of perceptions, sensations and emotions that a customer feels during interaction with a company through all available contact points.
It therefore goes far beyond the simple purchase of a product or service. It concerns all the phases and ways in which the customer comes into contact with the brand. From the initial online search, through to purchase and after-sales service . The customer experience must take into account 3 levels that are interconnected and reflect how a company manages the entire customer experience, namely: customer interaction experience – involves specific contact points between the customer and the company. For example the website, customer service, purchasing a product or service, and any other direct interaction. This level considers the quality and nature of each of these interactions, evaluating ease of use, clarity of information, efficient problem solving and courtesy in the assistance provided; customer journey experience .
Furthermore, 50% of Millennials would prefer personalized Brazil Phone Number products to be recommended when shopping online. This option also affected 42% of Gen X online shoppers. An e-commerce company, like any company that operates in web marketing , cannot fail to take data like this into account if it wants to grow and implement its business. It must therefore acquire and monitor this data, through activities such as web and social monitoring and analysis and sector analysis , in order to improve, make more effective and personalize the customer experience based on its target audience . What is Customer Experience To give a definition of customer experience we can say that it represents the set of perceptions, sensations and emotions that a customer feels during interaction with a company through all available contact points.
It therefore goes far beyond the simple purchase of a product or service. It concerns all the phases and ways in which the customer comes into contact with the brand. From the initial online search, through to purchase and after-sales service . The customer experience must take into account 3 levels that are interconnected and reflect how a company manages the entire customer experience, namely: customer interaction experience – involves specific contact points between the customer and the company. For example the website, customer service, purchasing a product or service, and any other direct interaction. This level considers the quality and nature of each of these interactions, evaluating ease of use, clarity of information, efficient problem solving and courtesy in the assistance provided; customer journey experience .