Owning Your Customer’s Digital Experience

7 months ago
Owning Your Customer’s Digital Experience Image

To attract customers to your digital product or platform, you’ll need to provide an experience that stands out. At a minimum, customers have baseline expectations and experiences you need to keep up with—but they’re looking for more than that. Technologies that provide personalized data experiences and real-life value will be the ones to delight companies and users alike.

Owning your customer’s digital experience means understanding your user’s journey from beginning to end. By anticipating every touchpoint your user experiences, you can craft solutions that meet their needs at the right moment. Ultimately, digital products that do so will find loyal customers that keep on coming back.

Here are some considerations you may stay aware of along the user’s journey as you create your customer’s digital experience.

Seamless, Frictionless UX & UI

Users expect a smooth and seamless digital experience from start to finish. That means everything from anticipating and displaying the content they need to automatically unlocking the door they’re walking up to—all without a glitch.

One of the quickest ways to get your customers to thank you is by providing them with a seamless payment experience. Digital and contactless payment tools like Venmo, Cash App, Apple Pay, and Google Pay are easy options that users rate highly. These tools enable a connected user experience for quick payment within your app. Making it easy to pay is a win-win for everyone from a user experience and user interface perspective. Users are hungry for one-stop shopping enabled by the digital marketplace, and frictionless payments connect to your users’ digital wallets.

An ever-growing Internet of Things (IoT) opens up even more opportunities to influence your customer through a seamless experience. For example, consider how an app like Turo changes its customer’s experience of arriving at the airport in a new city. Turo’s customers can skip the rental counter and walk right out to their weekend ride with a digital key, eliminating hassle on their weekend getaway. Time saved delivers real-life value to your user, and many will repeat the experience if it goes smoothly the first time.

Data/System Integrations

Better insights drive better business decisions. App and system integrations enable interoperability to help guide business operations and provide the right solutions needed in today’s market. Integrations can be a lot more exciting than you’d imagine at first glance. Here are two significant ways to use data integrations to help your customers:

  1. Bring people and data together, so your customers feel connected to what matters most. Then, you can serve up their favorite products and content on the platforms where they already work and play. 
  2. Customize your customers’ experience to their set preferences to experience more comfort and continuity in their daily lives. For example, you can hide technical complexity and offer a seamless experience. 

Using this combination of approaches, you can deliver a level of personalization to your customers that feels authentic and unique to them. Imagine getting home and having the heat turned to the right setting, the lights dimmed to your preference, and your favorite playlist queued. This hyperconnected experience is only possible when devices and systems share data and “talk” behind the scenes—and the result is significant to the user.

Provide Tools To Solve the Problem

Owning your customer’s experience involves using experience-driven thought to anticipate your user's needs and behaviors at every step of their customer journey.

Innovative companies are taking advantage of artificial intelligence (AI) and other technologies to anticipate the needs of their users and provide the data, insights, and tools they need to solve the problems they encounter. This approach benefits both sides, as customers are able to more quickly get to their solution, and companies reduce their customer service costs. Examples include interactive chatbots and virtual assistants. AI can answer a question, point you to resources, schedule a meeting, and do much more in these instances.

Data itself is a crucial tool we provide users in many of the apps we create. For example, we’ve created products that allow users tools and insight into their home mortgages, enabling them to make the data-driven decisions that are best for them. By informing users of their current interest rate and when market interest rates are down, we provide timely refinancing suggestions and the tools to get it done within the product. We also developed a marketing platform that enables prominent technology vendors to arm their channel partners with tools to manage marketing campaigns with automated personalized content and analytics. Ultimately, we help consumers save money while increasing their brand loyalty and the likelihood they’ll become trusting, repeat customers. 

Set the Stage for Loyalty & Repeat Business

Personalized experiences set the stage for loyalty and repeat business. The end of the user journey should feed into the next one—creating a cycle for brand loyalty from buyers who trust and want to reengage with your products continuously.

Consider the stage set by Withings. Consumers have multiple entry points to buy across several connected healthcare products—all leading them to download the Withings app. When users buy their first Withings product, they gain experience with the app and develop trust in the brand. Their experience is uniquely personalized, aggregating their health data in one place and integrating it with native iOS and Android health apps. Once users have seamless, connected data built into their native health ecosystem, Withings devices are top of mind when they’re ready to buy another connected healthcare product.

Loyalty and personalization is a dynamite combo that enables brands to target at the segment level with broad-based recommendations. Customers receive offers targeted not just at customers like them, but as individuals with uniquely relevant products, offers, and communications.

InspiringApps & Brain+Trust

This content is a collaboration between InspiringApps and Brain+Trust.

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Emerging tech will drive growth for businesses in 2022 and beyond. Our white paper amplifies key considerations organizations need to be aware of around developing technologies, data and connectivity, and owning their customer’s digital experience.
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