Customer Experience

How to Provide Top-Notch Digital Customer Experience in 2021

Providing Top Digital Customer Experience in 2021-07

We live in a world of instant gratification. Everywhere, consumer patience is going down – and  many business leaders expect that trend to continue as we move into 2021.

Digital customer experiences and heightened buyer expectations are creating new market conditions. And only those who adapt quickly will survive. Regardless of the industry you work in, providing a satisfying digital experience for your customers comes down to one word: seamless.

eBook Download: Riding the Self-Service Wave: Trends to Track Beyond 2020

But that doesn’t just mean easy ways to accept your mobile app agreements. It means using technology to build more meaningful customer relationships and interactions. It means collaborating to find a better way to do things. And it means a relentless pursuit to improve the customer experience above all else.

So, how do you provide a top-notch digital experience on your mobile app in 2021 and beyond? While there’s no 100% right answer, making your digital customer experience effortless, protecting your users, introducing self-service, and making your transactions seamless are good places to start.

Make Your Digital Experience Feel Effortless

In today’s efficiency-obsessed world, your users’ digital experience is the differentiator. The ability to deliver a convenient, simple, and fast solution ultimately makes or breaks a mobile app’s success. Look no further than the staggering growth of services such as  UberEats if you need any proof.

Today’s in-app buyers value  experiences. And the most disruptive mobile apps are the ones that make their digital customer experience feel effortless. The massive growth and investments into apps like Uber and Airbnb are a testament to this truth.

However, effortless doesn’t happen without a lot of – well – effort on your part. A modernized in-app experience carefully blends emotion with science and technology to deliver a transaction that feels empathetic, natural, and (most importantly) functional for the average customer. That means no unnecessary steps or delays – buyers should be able to make a purchase with the single press of a button.

Related Content: Answer These Four Questions and Watch Your Company Thrive During the Pandemic

Protect Your Users

Mobile apps have become an exciting new way to improve customer experiences. But they’ve also created new consumer privacy risks, too. After all, increasingly valuable data is what enables many companies out there to succeed – and people up to no good are doing everything they can to get their hands on sensitive customer information whenever possible.

For you, that means growing risks and vulnerabilities as your digital experience evolves. So it’s never been more important to pay attention to your users’ privacy rights – or be able to protect their data should a worst-case scenario arise.

All over the world, regulations like the General Data Protection Regulation (GDPR), the Asia Pacific Economic Cooperation (APEC) Privacy Framework, and the California Consumer Privacy Act (CCPA) indicate a growing trend to prioritize individual privacy rights. And the consequences for not following these guidelines are severe: can you afford to lose  up to four percent of your annual revenue?

But a financial loss isn’t even the worst part. Because if your digital experience fails to protect user data and privacy, irreversible reputational damage is likely to result. Consumers won’t use a product they don’t trust – and early on regulators are looking to make examples out of any organization that violates these rules. Just ask Facebook or  Google how damaging failure can be.

Fortunately, you can create a safe, seamless, and satisfying digital customer experience by building an  in-app privacy data center. Your users value transparency and control over their personal information – so any successful mobile app should deliver a security solution delivers these benefits.

Here’s how to build one:

  1. Identify the data collection points that make sense
  2. Present user consent in a way that informs them in simple terms how their data will be used, and give them the ability to opt-in or opt-out (clickwrap agreements are a great option for initial consents)
  3. Articulate clearly and concisely why your possession/usage of their data will benefit them

Improve Your Customer Experience With Self-Service

Contracts are expensive – and they’re only getting more costly. In fact, IACCM surveyed 700 major organizations and found that a standard contract is increasing in cost by  approximately $7000 every year. And 70% of that cost is the result of inefficient review, negotiation, and approval stages.

cost of contracts chartChart showing the average cost of enterprise contracts (below) and graph showing time allotted to each part of the contract execution process (right)

But there’s one tool you can implement into your digital experience to save your mobile app from this expensive fate: self-service. But self-service’s benefits go beyond cost savings – because these tools also provide a more convenient and satisfying customer experience where buyers are empowered to complete transactions interaction-free on their own terms.

Your potential shoppers have access to more information than ever before. They’re intelligent and capable of comparing apps, products, and services using their own research. If you prevent them from doing so, your digital customer experience is inevitably going to negatively impact your bottom line.

Customer experience has become a primer driver – and a critical differentiator – in modern eCommerce. Without a self-service option for your shoppers, you’re creating a slow-moving, outdated experience people are likely to ignore. 

Make Your Digital Customer Experience Seamless

Today, 73% of B2B buyers are millennials. And overwhelmingly, these buyers don’t just prefer mobile-friendly customer experiences – they’ve grown to expect them. But every demographic is changing, and consumers of all ages desire seamless, in-app transactions that accelerate online terms acceptance.

If it doesn’t already, your mobile app’s digital experience should feature an embedded workflow that speeds up time to sign/accept an agreement and empowers users to buy how and when they want to. Removing barriers and presenting deals in the same screen someone accepts them improves your customer experience by giving customers an empowering sense of control.


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Personalized experiences are another tool your mobile app can use to establish a seamless digital customer experience from start to finish. In fact,  75% of consumers are more likely to buy from an app that recognizes them by name and offers customized recommendations based on their purchase history and/or app usage. By implementing personalization, you’re able to automatically steer shoppers toward the features/products/services they’re most likely to buy.

But seamless doesn’t stop there – because an upgraded digital experience should also consider agreement signing/acceptance as well. Scalable, easily executed transactions will grow your business with minimal customer interaction. Not to mention purchases that only take seconds from start to finish.

Going forward, you can’t afford to think business as usual. Your revenue model needs to be fresh, your customer experience needs to be unique, and your app needs to be able to sell itself while you sleep.

Embracing self-service and providing excellent customer experience has become even more crucial since the onset of the pandemic. Check out our eBook, Riding the Self-Service Wave, for more trends to follow to keep your business competitive beyond 2020.

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