Having implemented the previous five strategies, the final method of revolutionising the digital experience is to continue to adapt and update CX based on data collected.
To ensure that any development is well-informed, it is essential to collect information from a wide variety of sources including website analytics, social media, and incentivised surveys.
Any feedback gained either through social listening or directly with client surveys, can be particularly valuable for uncovering insights into potential changes in needs or new pain points.
The more aligned brands are with these evolving needs, the easier preemptive improvements can be made to CX. Indeed, according to Salesforce, 89% of buyers expect companies to predict and meet their individual needs with dedicated client support.
Remaining proactive and continuously developing the digital experience is essential for ensuring that both prospects and clients receive the best CX possible. Updates should align with insights gathered on changes in buyer behaviour, interests, and needs. This demonstrates to prospects an organisation’s understanding and most importantly, client centricity and a willingness to adapt to meet their expectations.
Therefore, brands should aim to gather as much data from client feedback as possible to inform changes to CX preemptively.
Executing these strategies effectively can compound the lifetime value of accounts by helping with retention and also boost brand awareness. Clients and even prospects, who have enjoyed their experience will be more likely to help organisations grow their reach in the most powerful and cost-effective way, through word of mouth.