Introduction

Your customers and employees expect to meet and interact with your business digitally across multiple touch points. With less human interaction influence and loyalty is built by delivering seamless digital experiences.

Introduction

Customer and employee expectations of seamless and consistent
digital experiences are increasing

However, measuring the ROI of experience can be difficult. Even though decision-makers recognise the importance, they often won’t invest in experience without proof of its value.

Research shows that customers who enjoy positive experiences are likely to spend 140% more than customers who report negative experiences. And delivering positive customer experiences can reduce the cost of serving customers by up to 33%.

91% of customers say they’re more likely to make a repeat purchase
after a positive experience.

A positive digital experience is not always anchored in a customer-facing platform; it can also be delivered through an internal digital experience that puts data at the fingertips of employees, empowering them to work smarter and serve customers better.

Insights, analysis and the implementation of artificial intelligence and machine learning can empower your employees to deliver personalised experiences faster and more conveniently, while significantly reducing the cost of serving customers.

Data underpins both customer and employee experience, if used optimally it ensures effective business decisions are made and allows leaders to develop strategy based on real-time statistics and facts.

Focus on Accessibility: Inclusivity is about creating a great, accessible experience for all.

More than 1 in 5 potential UK consumers have a disability
73% of potential disabled customers experience barriers on more than a quarter of websites they visited
Businesses lose approximately £2 billion a month by ignoring the needs of disabled people

It's important that your business and the services it offers are available to everyone. That means accessibility should be high on the priority list for all organisations and key to your digital experience strategy. Talk to our Digital Experts to understand more.

Source: https://wearepurple.org.uk/the-purple-pound-infographic/