Digital Strategy
Customer Experience
UI/UX
Avoid digital Pitfalls
Analytics
Integration is key
CARE - Customer Acquisition, Retention and Extension
Digital Strategy
Every organisation that wants to leverage digital touchpoints for business benefit must define a robust digital strategy in alignment with the overall business strategy.
This strategy should define the digital vision, mission and goals of the organisation, and a roadmap to achieve these goals.
The digital strategy must be supported by top management.
Develop a good team with specific skills to execute the digital strategy. Set SMART KPIs for digital partners and ensure effective monitoring.
Analytics
Use your digital touchpoint to understand your customer. Leverage analytics to deliver value to your customers through customised products and services.
Customer Experience
Answer all customer queries.
Acknowledge all requests: send an acknowledgement message after any service request. Preferably, specify an estimated response period; this assures the customer of your attention.
Provide tracking to monitor the status of requests or orders.
Use privacy, confidentiality statements and stick to them. Also, strive to obtain verification badges for your social media channels to build trust in your customers.
Integration is key
Organisations should ensure an omnichannel experience for their customers by properly integrating all their digital touchpoints.
Leverage emerging technologies to boost the organisation’s digital presence. Technologies such as chatbots and transactional AI should be integrated into the various digital touchpoints.
UI/UX
Ensure an appealing user interface in order to achieve a good first impression.
The user experience of every digital touchpoint must be intuitive and straightforward. Use appropriate controls and icons to ensure easy navigation through a digital touchpoint.
CARE – Customer Acquisition, Retention and Extension
Make your digital touchpoints more than a glossy brochure or a transaction portal. Deliver the latest information and useful content to drives traffic to your digital touchpoint, engage customers and stimulate referrals.
Help investors make decisions: Provide foreign exchange rates, interest rates, stock quotes, etc. to assist investors to make informed decisions. They may not “buy” immediately – but they will remember you when they decide to.
Interact and transact: use every opportunity to solicit customer feedback, enabling fulfilment over the internet.
Answer all customer queries.
Acknowledge all requests: send an acknowledgement message after any service request. Preferably, specify an estimated response period; this assures the customer of your attention.
Provide tracking to monitor the status of requests or orders.
Use privacy, confidentiality statements and stick to them. Also, strive to obtain verification badges for your social media channels to build trust in your customers.
Ensure an appealing user interface in order to achieve a good first impression.
The user experience of every digital touchpoint must be intuitive and straightforward. Use appropriate controls and icons to ensure easy navigation through a digital touchpoint.
