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Digital marketing has revolutionized marketing that has forever changed the marketing landscape. Researchers believe customer experience is the key to the evolution of digital marketing. According to Emplifi, one of the leading market researchers, over 86% of customers may choose to go to a competitor if they receive a poor experience. [Reference- https://emplifi.io/press/86-percent-consumers-will-leave-brand-after-two-poor-experiences] In fact, 49% of customers left a few brands just last year because of this very issue. [reference- https://go.emplifi.io/us-uk-customer-expectations-report.html] As a brand, how do you remedy that? You will have to begin by learning the importance of customer experience in digital marketing.
Importance of Customer Experience in Digital Marketing
Digital marketing is about communicating your brand to the target segment in different stages of the sales journey through relevant content. Marketers promote using social media, email marketing, and many other forms of digital communication. Achieving a volume of repeat customers is a measure of success in marketing. It is only possible if you provide a great experience and keeps your customers engaged with your brand.
How To Provide a Great Customer Experience
You could be a fashion brand or a fast food center, or you are into making mobile apps, but your customers should know what to expect and how you are going to deliver them. It must meet their expectations, or else they won’t be satisfied. Nurture your customers through:
Social Media Marketing
On the onset is social media marketing. Once you are on the platform, post how-to videos, instructional videos, and even unboxing videos of your products on offer for your customers. That way, your customers will have in-depth knowledge about your products and services.
Personalized Social Media Engagement
Most users spend a reasonable amount of time browsing social media feeds. So, it would be wise to use this opportunity and engage with the customers directly. For example, you can host a Q&A session to take customer input directly. Go Facebook Live!
Creative Blogs
Some users may prefer a detailed guide on how to use your services or why your services can help solve some of their key issues. With blogs, you can bring your creativity to life as you are not limited by word limits, unlike social media. Build your reputation and help answers all queries by writing meaningful blogs on your brand and industry.
Think like a customer and layout content to help your customer navigate your website and blogsite easily. To answer all queries, they may have to move to the next level of the sales cycle – awareness to interest to desire and then action.
28th January 2023
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Nailed it! The importance of customer experience in digital marketing is clear when looking at the ROI of digital marketing campaigns.
A lack of customer experience can lead to a loss in customer base, and a lack of engagement with customers can lead to a lost revenue opportunity. To ensure a great customer experience, you will need to take the time to learn all you can about your customers and their needs. You can use social media, personalized social media engagement, creative blogs, and other forms of marketing to reach your target market.
Thank you for taking the time to write this post and share your knowledge. It is very much appreciated!
Patrice Ring