{"id":47203,"date":"2020-02-06T01:00:17","date_gmt":"2020-02-06T06:00:17","guid":{"rendered":"https:\/\/www.sogolytics.com\/blog\/?p=47203"},"modified":"2023-03-01T01:45:05","modified_gmt":"2023-03-01T06:45:05","slug":"why-your-website-needs-to-prioritize-cx","status":"publish","type":"post","link":"https:\/\/www.sogolytics.com\/blog\/why-your-website-needs-to-prioritize-cx\/","title":{"rendered":"Why your website needs to prioritize CX"},"content":{"rendered":"

Creating brand value in modern times requires three crucial steps:<\/span><\/p>\n

\u00a0<\/span><\/p>\n

    \n
  1. \u00a0 <\/span>Track the customer’s journey, both online and offline, from beginning to end.<\/span><\/li>\n
  2. \u00a0 <\/span>Identify all the crucial customer touchpoints.<\/span><\/li>\n
  3. \u00a0 <\/span>Do everything within your power to make each touchpoint a positive customer experience.<\/span><\/li>\n<\/ol>\n

    Hard as it may be to accept, a single lousy touchpoint experience can kill the sale, even if all the touchpoints in front and behind it are great. Omnichannel enterprises, depending on back and forth internet contact, muddy the waters even more.<\/span><\/p>\n

    \u00a0<\/span><\/p>\n

    Companies that engage customers’ needs at every pivotal juncture are more likely to enjoy a competitive advantage and compelling brand value. When your customer feedback is collectively positive, you are way ahead of the pack, but CX<\/a> is a team effort that requires ongoing commitment. Website specialists and online marketers frequently lose sight of the bigger picture, getting sidetracked by their specialties.<\/span><\/p>\n

    \u00a0<\/span><\/p>\n

    \"cx<\/p>\n

     <\/p>\n

    That’s all common sense, you say?<\/b><\/h2>\n

     <\/p>\n

    You’d think so, but reliable research shows that <\/span>there’s a huge perception gap<\/a> around the CX conversation. Eighty percent of companies surveyed believe they are delivering superior customer experience, whereas not even nine percent of their customers agree. Is this imbalance a real problem? You bet it is. Research by Bain & Company<\/a> confirms that 81% of companies surveyed acknowledge that CX differentiation is the deciding factor when it comes to gaining market share.<\/span><\/p>\n

    \u00a0<\/span><\/p>\n

    Businesses fighting tooth-and-nail for customer loyalty understand CX and its impact on ROI. The takeaway is that marketers and web specialists must recognize working together online and offline paves a flawless road to the best possible customer experience.<\/span><\/p>\n

    \u00a0<\/span><\/p>\n

    The specific challenges for marketing and online professionals<\/b><\/h2>\n

    \u00a0<\/span><\/p>\n

    Competent pros routinely define their market demographics<\/a> right out of the gate. After that, it’s all about the customer experience – the strategies and tactics that make a single brand stand out from the herd.<\/span><\/p>\n

    \u00a0<\/span><\/p>\n

    Before going any further, let’s clear up a recurring misconception: User experience (UX) – mainly when your website is in the crosshairs – is not CX. <\/span>It’s undoubtedly part of CX,<\/span><\/i> as is customer service and product UX, but none of the three equate to CX. Just because you’ve made navigating the site easy and smooth, that doesn’t mean your job is done – not by a long shot.<\/span><\/p>\n

    \u00a0<\/span><\/p>\n

    To be competitive, strive to sell to customers the way they want to buy. Going back to the original CX pillars, you need to clear obstructions from the road forward and differentiate the customer journey<\/a> by being innovative. If there are other team members in the mix focusing on other touchpoints, it’s still your business. CX unifies the effort of the entire team online and offline, thus guaranteeing your website input pays dividends and isn’t open to disruption.<\/span><\/p>\n

    \u00a0<\/span><\/p>\n

    \"employees<\/p>\n

     <\/p>\n

    Here’s a checklist based on a cohesive team approach:<\/span><\/p>\n

    \u00a0<\/span><\/p>\n