www.tadigital.com Open in urlscan Pro
2606:4700:10::6816:3778  Public Scan

Form analysis
1 forms found in the DOM

GET /search

<form action="/search" method="get" id="views-exposed-form-search-search" accept-charset="UTF-8">
  <div class="form--inline clearfix">
    <div class="js-form-item form-item js-form-type-search-api-autocomplete form-type-search-api-autocomplete js-form-item-keys form-item-keys">
      <label for="edit-keys">Search</label>
      <input placeholder="What are you looking for?" data-drupal-selector="edit-keys" data-search-api-autocomplete-search="search" class="form-autocomplete form-text ui-autocomplete-input"
        data-autocomplete-path="/search_api_autocomplete/search?display=search&amp;&amp;filter=keys" type="text" id="edit-keys" name="keys" value="" size="30" maxlength="128" autocomplete="off">
      <div class="input-cross"></div>
    </div>
    <div data-drupal-selector="edit-actions" class="form-actions js-form-wrapper form-wrapper" id="edit-actions"><input data-drupal-selector="edit-submit-search" type="submit" id="edit-submit-search" value="Search"
        class="button js-form-submit form-submit">
    </div>
  </div>
</form>

Text Content

Skip to content
Search



Please enter at least 2 characters.


 * Work
 * Services
   Home
   Services
    * Strategy
      Services
      Strategy
       * Customer Research
       * Digital Strategy
   
    * Experience
      Services
      Experience
       * Content Architecture
       * Experience Design
       * Personalization
   
    * Data
      Services
      Data
       * Analytics & Insights
       * Data Management
       * Data Science & AI
       * Optimization
   
    * Marketing
      Services
      Marketing
       * Sales & Marketing Technology
       * Campaign Management
       * Content Studio
       * Search
   
    * Commerce
      Services
      Commerce
       * Commerce Strategy
       * Enablement
   
    * Development
      Services
      Development
       * Web Development
       * Mobile Development
       * Enterprise Architecture
       * Content Management
       * DevOps & Cloud Services

 * Solutions
   Home
   Solutions
    * Direct-to-Consumer (D2C)
    * Data Management & Activation
    * Customer Experience Reimagined
    * Intelligent Search

 * About Us
   Home
   About Us
    * Our Values
    * Our Leaders
    * Our History
    * Perspectives
    * News
    * Giving Back
    * Careers
      About Us
      Careers
       * H-1B Listings

 * Innovation
   Home
   Innovation
    * TA Digital Ascent
    * CMS Bridge
    * CommerceFactory
    * SAP Nexus
    * SearchBoost.ai
    * TA Digital Exchange

 * Partners & Platforms
   Home
   Partners & Platforms
    * Adobe
      Partners & Platforms
      Adobe
       * Adobe Analytics
       * Adobe Audience Manager
       * Adobe Campaign
       * Adobe Experience Manager
       * Adobe Experience Platform
       * Adobe Magento
       * Marketo Engage
       * Adobe Target
   
    * commercetools
    * SAP
      Partners & Platforms
      SAP
       * Analytics Cloud
       * Commerce Cloud
       * Customer Data Cloud
       * Marketing Cloud
       * Qualtrics
   
    * Acquia
      Partners & Platforms
      Acquia
       * Drupal
       * Lift
       * Journey
   
    * Elastic Path
    * Sitecore
    * BigCommerce
    * VTEX
    * Salesforce
      Partners & Platforms
      Salesforce
       * Commerce Cloud B2B
       * Commerce Cloud B2C
       * Marketing Cloud
       * Pardot
       * MuleSoft
       * Sales Cloud
   
    * Tealium
    * OpenText
    * Optimizely (Episerver)
    * Coveo

 * Perspectives
 * Contact us

 * 
 * 
 * 

close


HOW TO BUILD A GREAT CUSTOMER EXPERIENCE STRATEGY

By Lokesh Shivalingaiah » 7 min read

Experience-led businesses have higher customer retention (1.7 times higher),
higher return on spend (1.9), and higher customer satisfaction rates (1.6),
according to Forrester.

To retain customers and engage prospects, you need a game plan. This game plan
is called a customer experience strategy.

A customer experience strategy details how companies intend to deliver a
meaningful and positive experience to the customer throughout their interaction
with the brand (both before and after the sale).

A good customer experience strategy helps increase customer satisfaction,
improve lifetime value, grow revenue, and reduce churn. It can be the key
differentiator between customer delight and customer displeasure.


HOW TO DEVELOP A CUSTOMER EXPERIENCE STRATEGY


1. SHIFT TO A CUSTOMER-FOCUSED VISION

Envision a customer-centric framework based on your company’s principles and
values. This acts as a guideline for your team members.


2. KNOW YOUR CUSTOMERS

It’s crucial to understand the needs and requirements of your customers, to be
able to empathize and connect with them. Create personas to recognize and
understand them better.


3. BUILD RELATIONSHIPS

Emotions drive decision-making, so an emotional connection with your customers
is key to growth. According to research, around 50% of a consumer’s experience
is based on emotion, and an emotional connection can boost sales by 85%. They’re
also more likely to make future purchases and to recommend your products or
services to others.

Customers who have had an unpleasant experience on a brand website are 88% less
likely to return. (Clicktale)


[EBOOK] BUILDING YOUR CASE: HOW TO PROVE ROI ON CX

To create a winning customer experience (CX) business plan, you first need a
story — one with a reasonable promise of positive return on investment. Download
our ebook and we'll take a deep dive into our methodology.

Download Now


4. COMMUNICATE

Engage with your customers and make sure they get what they need. Respond to
them promptly across all channels and devices (email, social media, live chat,
or chatbots).


5. PERSONALIZE

Use the information gathered throughout the customer experience to provide
relevant suggestions and informed support.


6. ENSURE ACCESSIBILITY

Your website must be uniform and easy to navigate on all devices (laptop,
desktop, mobile device, or tablet). This creates a seamless experience for both
existing and potential customers.


7. SOLICIT CUSTOMER FEEDBACK

Capture customer feedback in real-time through post-interaction surveys,
follow-up emails, and similar tools that automate the process. You also might
assign a specific support agent to make follow-up calls to gain more insightful
feedback.


8. DEVELOP A FRAMEWORK FOR YOUR TEAM

A good quality framework helps assess and track your team’s customer service
efforts and development. Make sure to provide them with the right resources and
training.


9. SOLICIT EMPLOYEE FEEDBACK

Conduct an annual survey to understand what your team needs to be able to
deliver good service.


10. MEASURE ROI

Most companies use the net promoter score (NPS) to measure the standard of
customer experience. It’s based on one simple question: “How likely are you to
recommend [product | service] to a friend or colleague?”

According to Qualtrics:

 * Those who respond with a score of 9 or 10 are typically loyal, enthusiastic
   customers.
 * Those who respond with a score of 7 or 8 are satisfied with your service but
   aren’t necessarily loyal customers.
 * Those who respond with a score of 0 to 6 are unhappy customers who aren’t
   likely to buy from you again and may even discourage others.


CUSTOMER EXPERIENCE EXAMPLES


ENDURANCE

Endurance is a chatbot companion for people who have Alzheimer's disease. During
a casual conversation with someone, it can identify differences between what
they’ve said previously and highlight areas of memory loss. It’s cloud-based, so
the conversations can be accessed by doctors and family members.


INKHUNTER

Inkhunter is an app that uses augmented reality (AR) to preview what a tattoo
will look like before it’s inked. It can also connect the user with local tattoo
artists who specialize in specific styles. It’s highly personal and helps users
to be confident in and comfortable with their decisions.


LEVI’S

Levi’s has recently launched a customization and tailor shop in New York, where
customers can create a unique look by tailoring or painting, or distressing
their jeans. They can design the look on a tablet or consult a specialist.


WRAPPING UP:

Now that you know how to develop a successful customer experience strategy, you
can transform your business and adapt to the ever-changing experience economy
and gain a competitive edge.


ABOUT TA DIGITAL

TA Digital is the only global boutique agency that delivers the “best of both
worlds” to clients seeking to achieve organizational success through digital
transformation. Unlike smaller, regional agencies that lack the ability to scale
or large organizations that succumb to a quantity-over-quality approach, we
offer resource diversity while also providing meticulous attention to the
details that enable strategic success.

Over the past 20 years, TA Digital has positioned clients to achieve digital
maturity by focusing on data, customer-centricity, and exponential return on
investment; by melding exceptional user experience and data-driven methodologies
with artificial intelligence and machine learning, we enable digital
transformations that intelligently build upon the strategies we set into motion.
We are known as a global leader that assists marketing and technology executives
in understanding the digital ecosystem while identifying cultural and
operational gaps within their business – ultimately ushering organizations
toward a more mature model and profitable digital landscape.

Recognized in 2013, 2014, 2015, 2019, 2020 and 2021 Inc. 5000 list as one of the
fastest growing companies in the United States, TA Digital is pleased also to
share high-level strategic partnerships with world class digital experience
platform companies like Adobe, SAP, Acquia, commercetools, Sitecore, and Elastic
Path.

WRITTEN BY:

Lokesh Shivalingaiah

More Articles By This Author

Read Next


HOW DRUPAL HELPS GOVERNMENTS TRANSFORM THEIR WEBSITE EXPERIENCE

Divesh Kumar 8 min read


EXPLORE TA DIGITAL

Previous

SERVICES

Content. Data. Experience. Let us help guide your digital transformation.

PARTNERS & PLATFORMS

Put our partnerships with world-class digital experience platforms to work for
you.

CONTACT US

Let’s talk about getting your business where you want it to go.

PERSPECTIVES

Get expert analysis on trends and developments affecting your business.

WORK

See what we’ve done for our clients – and what we can do for you.

SERVICES

Content. Data. Experience. Let us help guide your digital transformation.

PARTNERS & PLATFORMS

Put our partnerships with world-class digital experience platforms to work for
you.

CONTACT US

Let’s talk about getting your business where you want it to go.

PERSPECTIVES

Get expert analysis on trends and developments affecting your business.

WORK

See what we’ve done for our clients – and what we can do for you.

SERVICES

Content. Data. Experience. Let us help guide your digital transformation.

PARTNERS & PLATFORMS

Put our partnerships with world-class digital experience platforms to work for
you.

CONTACT US

Let’s talk about getting your business where you want it to go.

PERSPECTIVES

Get expert analysis on trends and developments affecting your business.

Next

A global, full-service digital transformation agency.

 * linkedin
 * twitter
 * facebook

 * Work
   * Partners & Platforms
     * Adobe
     * commercetools
     * SAP
     * Acquia
     * Elastic Path
     * Sitecore
     * BigCommerce
     * VTEX
     * Salesforce
     * Tealium
     * OpenText
     * Optimizely (Episerver)
     * Coveo
 * Services
   * Strategy
   * Experience
   * Data
   * Marketing
   * Commerce
   * Development
 * Innovation
   * TA Digital Ascent
   * CMS Bridge
   * CommerceFactory
   * Nexus CX Solution
   * SearchBoost.ai
   * TA Digital Exchange
 * About Us
   * Our Leaders
   * Our History
   * Perspectives
   * News
   * Giving Back
   * Careers
 * Contact
   * Privacy

© 2022 TA Digital. All rights reserved.