Impact of the Digital Era on Customer Journeys
Customer journeys have undergone tremendous changes in this digital era. Gone are the days when people could only hear about some merchant or business from their acquaintances, TV commercials, or physical posters and hoardings. Today, customers can discover new businesses through social media while sitting in the comfort of their homes.
Businesses need to keep in mind every aspect of these changes to achieve their business goals.
How Can We Define a Customer Journey?
A customer journey consists of a series of stages. And it is also sensible to say that the description of a customer’s journey in different businesses varies. But, in short, a customer’s journey can be defined as the experience the customer has while interacting with a business. This experience includes every stage the customer has to go through – the initial discovery of the business, surfing through the products or services, selecting the best-suited product, the checkout process, and the after-sales services.
How Has It Changed in the Era of Digitalization?
The digital era has changed every single stage of the customer journey process. Consumers have become more tech-savvy, and many prefer shopping online from the comfort of their homes. As a result, businesses are trying to make their presence known on the Internet with the help of digital marketing agencies.
Some of the changes in different stages of a customer’s journey are discussed below:
Discovery: In this digital era, most people discover new brands on social media platforms or search engines. According to a recent study, nowadays, around 55% of people discover new brands on social media. They can even compare different brands before proceeding further with product selection. Companies providing SEO services play a major role in making these companies reach potential customers.
Product Selection: People have the luxury of surfing through the whole catalog of a business. They can check numerous items, compare them, see the reviews and then choose one that suits their needs. The survey says that around 49% of Indian customers prefer online shopping over on-site shopping. Many customers like to see the catalog of products online, even if they intend to purchase something on-site.
Checkout Process: This stage has witnessed the most significant change. The introduction of online payment systems has been revolutionary. People don’t have to carry cash and can conveniently pay with their credit or debit cards or through online payment facilities. Digital payment has become more prominent after the pandemic. In the financial year 2022, India made 7422 crore digital payments. This marked 33% growth over the financial year 2021.
After-sales Services: This change has facilitated customers to take necessary support from businesses for product or service-related issues. Customers do not need to physically visit the outlets anymore for necessary help in most cases. Due to the introduction of chatbots, customers do not need to wait for any human to provide them with the necessary assistance. A large number of problems can be solved by chatbots.
Apart from these, there are many subsidiary changes. Customers get personalized recommendations based on their preferences while surfing through the online catalogs of businesses. Even the interactions between brands and consumers are carried out through emails or social media. There are many businesses that offer customers services that do not involve any human interaction.
In the current era, ensuring seamless customer journeys is essential for businesses to get an edge over competitors. Consumers have plenty of options to choose from. They will only choose and recommend brands that ensure a smooth and simple experience.
How Can Digital Marketing Services Help?
Digital marketing is crucial as most people nowadays learn about new businesses through social media. If you want to have a solid presence on social media platforms, you can contact digital marketing services in Kolkata. Experienced professionals can help you reach out to more potential customers and generate a greater number of leads. This will allow you to boost your sales.
