Why is customer experience important for your business and how can you improve it?

Consumers are becoming increasingly demanding. It’s therefore absolutely vital for businesses to embrace the technology required to provide an exceptional customer experience to maintain a competitive advantage. Failure to do so can lead to your enterprise falling behind competitors and making up this lost ground can be very difficult.

It is important to put customer experience at the forefront of your business’ priorities to help drive future success.

Changing demands of customers

There are a number of things that modern consumers have come to expect from companies. Organizations that are delivering an exceptional customer experience are available 24/7, provide a personalized experience and are predictive, offering customers recommendations about what they need, making their lives easier and more convenient.

This is an interesting shift, as traditionally you would ask customers what they need, but now consumers are expecting your business to tell them what they need. This provides a much quicker experience for consumers, saving them time and making their lives easier. Added to this, customers are far less patient than they used to be - 90% of customers expect an immediate response when contacting a company.

If your organization is only available from 9-5, delivers a generic experience and only acts in a responsive manner, then you’re failing to deliver on the basic expectations of the modern consumer. In turn, this means that you will be falling behind competitors who are providing a better experience for their customers. This could lead to lost customers and declining business profits. Do not ignore the changing demands of customers.

The positive effect of putting customer experience first

The way that your organization approaches customer experience will have a direct impact on success. Consumer behavior has changed significantly and with this comes increasing demands for organizations to cater to the needs of the modern customer. For this reason, companies that want to continue to grow must be buyer centric, not seller centric.

Your organization should aim to help make customers lives easier and more convenient. The benefits that taking a customer-first approach can have for your business are profound. Happier, more contented customers will be more likely to purchase your products and/or service, continue to do business with you and more likely to recommend your business to others. 

Word of mouth is very powerful in the modern consumer market, with numerous platforms available to customers allowing them to express their views about a particular company or service. Do not underestimate the power of getting customers on your side. They could become evangelists for your business and help influence further sales.

It has never been more important to provide an exceptional customer experience than now. 

How to provide a great customer experience

The demands of customers may have never been higher, but the technology is there for businesses to provide for them. The key thing is for your business to embrace the technology required to deliver an exceptional experience for customers. If you don’t, then someone else will.

Creating digital experiences that delight customers is now vital to keep current customers, attract new ones and to stay ahead of your competitors. A one-size-fits-all approach is no longer enough. Your enterprise must deliver a personalized user experience that provides customers with what they need, when they need it, on whatever device they are using to interact with your organization.

Meeting all these demands requires an innovative and flexible customer experience platform that allows you to rapidly adapt digital experiences in response to your customer needs and generates insightful data reports to inform future changes and improvements.

A sophisticated customer experience platform provides you with the tools to deliver the exceptional digital experience your customers have come to expect.

What does a customer experience platform need to do?

There are numerous digital experience platforms on the market, but that doesn’t make all of them equal in their functionality and capabilities. A successful customer experience platform must be able to:

  • Design and deliver any digital experience, on any device – an effective digital experience platform should give you complete flexibility to provide the functionality you need to delight your customers.
  • Customize your user experience – make sure that your customers are only seeing what they want to see by truly personalizing their experience. A better user experience means happier customers.
  • Personalized customer experiences – allow your customers to decide themselves what is important to them and what they want to see.
  • Centralize data from all sources – make sure you provide all the information your customers need in one place. If your customers have to spend time looking for information, then this will negatively impact their experience.
  • Safe and secure customer experiences – your customers need to feel safe when interacting with your business online, especially when it comes to the security of their personal data.

A customer experience platform from Unily comes fully loaded with functionality allowing you to engage effectively with customers.

Choosing the right customer experience platform for your business

The demands of customers may have never been higher, but the technology is there for businesses to meet their expectations. Make sure that you are showing customers you understand their needs and deliver an exceptional customer experience that gives them easy access to the information they want, when they want it.

Creating a winning digital experience is about making your customers’ lives easier and Unily is able to deliver on these expectations.

If you would like to find out more about a customer experience platform from Unily, then please contact our team for more information.

Upcoming events

View all

Latest news

  • Unily launches new report: Future Of The Workplace 2030+

    This week Unily launched a new report in partnership with Kjaer Global exploring the impact of technology, AI and cultural shifts on the future of the workplace in 2030 and beyond.

  • Rising digital workplace star Unily attracts $68m growth investment

    Unily, the leading digital workplace platform today announces it has attracted a $68 million growth investment from Silversmith Capital Partners and Farview Equity Partners. Post investment, Silversmith and Farview will hold a significant minority stake in the business and with board representation will support the existing management team on its ambitious international growth strategy.

  • Unily Intranet Masterclass Auckland: An Event Round-Up

    With a reported 87% of employees not engaged in their work, the need for businesses to develop employee engagement has never been greater. Unily’s exclusive masterclass; ‘How to maximize employee engagement with an intranet’ aims to address this by showcasing how organisations can use a digital workplace to create engaging employee experiences.

View all

Where next? Latest insights.

5 ways Unily's new chatbot adds digital workplace value

We are delighted to announce that Unily’s DXC will soon feature a brand new capability - a deep integration with Microsoft Azure QnA Maker. Underpinned by Microsoft’s cognitive services and natural language processing capabilities, the new chatbot will be able to understand your users and route them to content faster than ever. In this blog, we take a look at the specific benefits our new chatbot offers to enterprises.

5 reasons employee experience should be the focus of your enterprise right now

According to the 2018 Talent Trends Report, 51% of ​employers planned to boost their spending on employee initiatives in 2019 and a significant percentage of this investment will go into technology. Why are so many companies investing in employee experience initiatives and what benefits does a strong employee experience bring to the modern enterprise?

Why intranets are key to unlocking employee engagement

A universal message from the general email address blasted to all employees can have the same effect as stapling a memo to the bulletin board in the break room. Your people may take a half-hearted glance, but are they engaged? In this blog, we explore how intranets, and more specifically targeting and personalization, are helping to power authentic engagement with internal communications.

SUBSCRIBE. To our insights.

The latest digital workplace news, events, guides and case studies.