Today, the competition between the brands is at its peak and every brand keeps on doing new experiments to woo the customers. And for this reason, the expectations of the customers have also increased a lot.
The brands which are failing to ascertain the context or expectation of the customer are getting out of the market.
And the brand which will be able to match its thinking with the customer’s context, feelings, emotions, and wants will flourish in the market.
And to understand this context, we have to first understand Unified Customer Experience.
Let’s dive deeper and know about Unified Customer Experience.
What is Unified Customer Experience?
Unified Customer Experience means the content, functionality, and personality of your brand should match the expectations of the customer.
Simply put, on whichever platform the Customer interacts with our brand, he/she should get the same experience across all platforms.
Whether the customer interacts with your website, interacts on social media channels, interacts on email marketing, or whether to interact with the customer care representative, he/she will get the same experience from everywhere.
By doing this, you are not only increasing the value of the customer but also the value of your company increases in the eyes of the customer. And you get to see the overall improvement in your brand.
Let’s dive deeper and grab the strategies to create a unified customer experience.
1. Establish your Brand’s Vision Across all Platforms
Your brand vision should be visible across all platforms. Whether your customer DMs you on Insta or asks for queries on Facebook, the enthusiasm to attend that customer should be the same across all platforms. You should deliver the same level of customer service and attention which you have shown them in your ads, your campaigns, etc. And also be consistent with your brand identities like logo, colours, font, and tone of voice, this enhances the customer’s confidence in your brand.
2. Strengthen the Internal Communication to Deliver the Premium Experience
Make your internal communication strong. Meaning that whatever teams are working to acquire the customer, there should be coordination among themselves. Whether it is a CX team, Social Media Manager, Email Marketer, PR team, or Customer Service Representative. Everybody should collaborate and discuss the recent findings in terms of employee engagement and communication.
With this, you can not only unify your brand messaging but also set your brand’s image in the online world.
3. Identify, Analyze, Target, and Deliver
Analyze customer experience on each platform. If the customer has an issue, act proactively and solve that issue before it gets bigger. Together with this constant research on customer needs by collecting online data, customer reviews, and conducting surveys. With this, you can get deeper insights into customer feelings and then you can accurately target your customer and you can also find out at which point you need improvement.
4. Understand the Customer Context and Respond to Unitary
Every customer wants that whatever company he interacts with, he should get individually recognized and valued. And this is the customer context which is very hard to understand and maintain. There is only one way to understand and manage customer context and that is proper and continuous coordination between each team. It should not happen that he is getting different replies on emails and from customer care representatives.
Every team must know the customer’s issue and every response to the customer must be positive and the same.
Final Thoughts
We all know that the future of Digital Transformation is unpredictable. There is only one thing that will last forever is the trust you have built in the customer.
Just understand and analyze the customer’s emotions, needs, and context and deliver the seamless experience whenever or wherever the customer connects with you.
Good Luck..!!
