Digital doesn’t mean cold and distant. The online relationship you have with your customers can (and should) be personalised, engaging, and meaningful.
Good old-fashioned, face-to-face customer service inspires a lot of nostalgia.
People wax poetic about the days when every deal was sealed with a handshake, and every salesperson knew your birthday (and remembered your favorite brand of scotch.) When word of mouth was everything, and brand loyalty lasted for generations. When you could walk into a building with a problem, and speak to a real person about a solution that same day.
While it’s true that in today’s business landscape, one-to-one customer experience on this level doesn’t scale, the principles behind it absolutely can.
And if you want to win and maintain market share, they must.
Customer experience is still the most important differentiator for your organisation. With the right tools and training, you can deliver a best-in-class customer experience that meets your ideal customer exactly where they are: online.
Digital Customer Experience (DCX) is an umbrella that covers every single online interaction your business has with internal or external stakeholders, and all operations which leverage any digital means of communication. It begins with the marketing journey, carries through the sales experience and onward, building, nurturing, and maintaining client relationships with customer service and support.
Our specialist Digital Customer Experience team will guide you through the process of mapping all of the digital stakeholder touchpoints in your business and find opportunities to optimise these interactions.
We can help you get to know your audience through data collection and analysis, streamline processes for gathering and responding to customer feedback, and conduct user testing for ongoing development. Then, we’ll help you create an action plan so you can create personalised, user-friendly online experiences for your ideal customer that are as delightful and engaging as they are efficient and scalable.
Discover why organisations have selected LBSPartners as their Continuous Improvement partner. Our expert consultants have worked with organisations across many industries and sectors. We work closely with our clients to unite their teams, empower their business and become the organisation they aspire to be. We are in the business of making you better!