Improving digital customer experience across consumer industries is the main strategy for organizations.
How do you think I feel about Apple and Apple service now? However, this can also have a negative effect on the customer's experience. Integrated marketing communications IMC is also being used to manage the customer experience; IMC is about sending a consistent message amongst all platforms; these platforms include: Advertising, personal selling, public relations, direct marketingand sales promotion Kotler et al.
As a result, customers turned into raving fans and advocates which, in turn, grew their business beyond any marketing budget.
Unsurprisingly, their attention-to-detail towards the customer experience has left their competition playing catch up. Measure Customer Satisfaction It is imperative to measure customer satisfaction in real time to estimate the success of CX strategy.
By having a measurable indicator of CX, you can track how it improves or worsens over time and use it to evaluate the success or failure of changes you make that might be affecting your customers.