The digital customer experience is a reflection of the evolving relationship between service providers and consumers in the past few decades. Digital media brands and publishers that offer content over the Internet to a vast array of audience members need to consider all aspects of the customer experience journey.
Due to the easy accessibility of news and media information on the web, most visitors are likely to be highly critical of their customer experience on a news site. To really improve your customer’s opinion and awareness regarding your brand, your company needs to personalize the customer’s experience across all digital channels.
Research has shown that companies that engage their audience across all of their digital channels have a retention rate of about 90%. It’s highly recommended that your digital experience strategy utilizes a wide array of strategies to work towards satisfying your diverse audience..
Media brands should strive to develop meaningful connections with readers and use their feedback to further refine their digital experience while using your news platform. But for now, let’s go over some key customer experience strategies that you can implement within your plan.
What is a Digital Customer Experience?
The digital customer experience is the part of your consumers’ journey that deals with their interactions with your brand through various mobile devices. It also includes business-related social media content and apps like Apple and Google News.
This version considers the same tenets of the overall customer experience, but on a digital scale, which is fast becoming the main way in which customers interact with media brands. As such, you might consider the digital customer experience to get a core aspect of the modern customer experience as a whole.
What is a Good Customer Experience?
Digital media brands gain a lot from using the data they get from user interactions on their website. It allows news broadcasters and publishers to analyze consumer behavior and make specific decisions about marketing and content strategies. When used together with other statistics that show how users and viewers interact with your brand, it becomes an effective way to craft personalized and engaging experiences for your audience.
A good customer service experience is one in which the user feels appreciated, validated, recognized as an individual, and is provided with value for their time and effort.
Offer support When Needed
A key factor in guaranteeing that your readers have a positive digital customer experience with your brand is by making sure that support is ready for whenever they need it. This can include integrating a live chat into your platform and having support staff ready to help.
About 60% of your consumers more than appreciate the opportunity to get in touch with another human instead of a bot when they need help. Get your customer support team to handle these kinds of inquiries; bots and AI can instead be implemented to provide readers with a self-service database.
Take Feedback Into Account
An important part of ensuring your readers have a good digital experience is to make it easy to provide feedback regarding their experience. From customer support emails to suggestion forms, your customers should be able to comment, critique, or show their appreciation for the platform and its features.
Once you’ve received feedback, it’s important to take decisive action once you can see trends or consistent recommendations that you can act on. This might require you to review and adjust your platform and its content accordingly. While not all feedback might work towards your benefit, outlining and changing what you’re able to is a good way to show customers you’re listening.
Communicate Your Goals and Actions
When you want to improve your user experience on your platform, make sure to let them know what steps you’ve taken towards making things better. Remaining unresponsive towards feedback, be it positive or negative, implies that you’re only putting up a front, and don’t really care about user opinions.
Try to make regular community statements and provide updates across your digital channels like the official brand news section or your social media. Not only will most users appreciate the clarity and communication, but they’ll also be more encouraged to work with you towards the improvement of your content and platform.
Consider the popularity of mobile formats
When creating or updating your platform, consider how the platform looks on a smartphone first. More than 6 billion people across the world have a smartphone and frequently use it to surf the internet for information or entertainment. When considering the population of the world that can interact with your platform and make purchases, more than 50% of sales and 65% of overall e-commerce traffic is done through smart phones. Due to how popular smartphones have become, emphasizing the design on phones and making your platform more user friendly is vital.
However, the popularity of mobile formats also means very careful attention needs to be put on the entire platform’s framework. The platform loading too slowly, the navigation being too complicated or even the font size being too small can negatively affect your readers’ digital experience. Guarantee that the platform runs smoothly and efficiently to ensure that your readers are engaged throughout their interactions, from start to finish.
Plan For the Long Run
Creating a good digital customer experience for your consumers often means creating a roadmap geared towards the long-term growth of your community. Your efforts towards refining your customer journeys on your website may not necessarily show immediate results.
Much like with any other business strategy, the milestone of improving your readers’ digital customer experience continues to evolve and change alongside user priorities and your own purposes. It’s important to begin with laying out the framework for a constantly adapting yet engaging community for your readers.
Conclusion
A digital customer experience is a highly important aspect of maintaining and growing your audience base. Keeping track of how your readers and users experience your news platform as well as how they use it can make a big impact in the long run. Careful analysis and an approach geared towards individual personalization can be all it takes to develop an engaging experience that all your readers will be buzzing about for years to come.
