New Customer Experiences

Recently updated on June 28th, 2023 at 09:14 am

With a customer-centric marketing strategy in place it becomes imperative to give your customers unique brand experiences. How do you upgrade your customer experiences? It begins with understanding that most consumers consider themselves ‘channel agnostic’, meaning that the border between the online and offline marketing worlds has been blurred. So how do brands manoeuvre their marketing efforts in this environment?

In order to give customers new experiences brands must employ an omnichannel mindset. This enables marketers to be ready for changing customer behaviour in the present moment and the future. Practically this is achieved by giving customers a seamless journey between various communication channels. A brand must view the customer journey holistically and provide a frictionless transition between platforms, conveniently appearing in front of prospective clients wherever they are.

Top performing retailers rely on their digital channels as much as their brick and mortar stores. Over half of all shoppers will visit a brand’s website during their purchasing decision process. Websites have become vital assets in providing a satisfying customer journey. They are not simply digital flyers but essential components in providing a comprehensive and transparent customer experience (CX / UX). 

A prominent tool in providing new customer experiences is apps. Apps are a wonderfully effective way to engage with customers today and set the foundation for long-term relationships. Another key value they add to marketers is their unrivalled ability to accrue first-party data. This empowers brands to identify trends and gives rise to increased customer value. Studies have shown that customers who engage with a brand on the app are more loyal to the brand – they spend more money (37%), they shop more often (33%) and they purchase more items (34%). Within this context people are expecting brands to offer innovative technological options that augment the shopping experience.

A novel method to achieve this goal is by providing augmented reality experiences for customers to envision the impact a product will have on their lives. Over 60% of shoppers say they want to be able to visualise how a product will affect their lifestyle. People are increasingly interested in using novel ways to enhance their shopping experiences.

Although customer behaviours are changing at a rapid pace, the technological solutions available to marketers can help brands stay relevant to their audience. The most effective marketing efforts consider the customer journey holistically and offer original experiences that reach across a variety of platforms. Their success is built on the foundation of continually reinvented shopping experiences. Optimising a marketing strategy to take advantage of these techniques can be arduous and costly if they are not implemented correctly. Relying on expert advice in these situations could be the difference between success and failure.