Customer Experience: How to support customers throughout their purchasing experience?

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Written by Zulay Montero Maldonado
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Technological advances have influenced customers, changing their shopping experience. The coexistence of different options explains why there are still many users who are reluctant to carry out online transactions. Especially in sectors such as tourism, which has customers who are used to face-to-face dealings and who do not trust booking their holidays or trips over the Internet.

How can this be solved?

Firstly, by working on the brand image and making it safe, attractive and relevant for the target audience.

Branding: the beginning of the journey
Many companies believe that having a morocco phone data website and social media profiles is enough. Digitalisation is much more than that, and it must involve all departments of the company. For a digital strategy to work, it is necessary to be very clear:

What are the brand values ?
What objectives do you seek to achieve?
The tone and style you will use in your communications.
How all channels (physical and digital) will be integrated to achieve the best customer experience.
For this process to work, two key factors must be taken into account: Customer Journey and Customer Experience . Neither of them is relevant on its own, nor does it provide an improvement in conversions if you don't start with the most basic thing: knowing the target audience.



The Customer Journey
To clearly establish what your customer is looking for, you will have to start getting to know them. In B2B marketing, these customers are companies, but within them, there are people in charge of purchasing decisions who, depending on the sector you are targeting, will have a certain profile.

How can you know him?

Knowing the business sector : researching how it works, outstanding professional profiles, interests related to their profession, etc.
Staying up to date : reading news, attending events, creating alerts on terms relevant to the company. These are some of the simple actions that allow you to better understand the field in which the company operates.
Analyze the competition : What are they doing? Is there anything they do that is applicable to the company? What kind of improvements could be implemented to stand out from the competition?