Four Ways To Deliver Great Digital Customer Experiences

In this guest post, Dayle Hall (pictured below), senior vice president and head of marketing at Lithium Technologies, explains how brands can earn (and maintain) customer loyalty, one digital moment at a time.
Our lives today can be summed up by a series of digital moments. From the minute we wake up until the moment we plop back into bed at night, we are met by a series of stimuli, across multiple channels and multiple screens, that punctuate – and, dare I say, give value – to our daily lives. And since life seems to be moving at a dizzyingly fast pace these days, it’s important that every one of these digital moments count.
As creators of these digital moments, brands have a responsibility to make good on that promise. Not only does making every moment count simply a good rule of thumb, but doing so also sets the stage for creating great digital customer experiences that engender long-term loyalty. Here are a few things brands should keep in mind as they tackle this head-on.
Listen and respond
Savvy brands understand the importance of social listening, but listening is only one part of the equation. Creating a great customer experience means engaging with the people who are talking about your brand in real time. When your brand gets a shout out from a happy customer, it doesn’t take much time or effort to say “thank you” in return. This one gesture alone shows you care, which can work wonders for establishing positive brand affinity. Similarly, if a customer had a negative experience and decides to take to social media to spout out, then brands must seize this opportunity to work with that customer to turn a negative experience into a positive one. Long story short: great digital customer experiences are a two-way street. Brands must listen and respond, fast. Doing so makes customers feel as though they are the most important part of their business (which they should be).
Surprise and delight
This isn’t a new concept. However, just because we’ve talked about it in the past doesn’t mean it’s not still – if not more – relevant now. Truth be told, we have to work a lot harder to surprise and delight consumers than ever before, especially as they become increasingly desensitized to many of the digital moments they confront each day. It’s all become very commonplace and easy to tune out. That’s why it’s important to think of ‘surprise and delight’ as a synonym for ‘standing out’. The experiences you create for customers need to be memorable, provide value, and have a unique and relevant tie-in to your brand. And, above all, these experiences need to be consistently good, every time. You almost have to think to yourself, “Will this digital moment, this experience make a customer smile?” If not, you may want to rethink your strategy.
Connect the three C’s
Customers. Content. Conversations. These are the three C’s. Now, more than ever before, these three things need to be seamlessly aligned in order to create a more cohesive and valuable customer experience. Whether this extends to your social media channels or within your own online community, you’ve got to create a space where your customers can engage in conversations – with your brand directly or with other customers – around information and content in meaningful ways. This is all about curating an engagement-based experience. You can’t simply post content and pray that it will spark interest. Brands must be the stewards of every digital moment they create for their customers, listening to what customers want and delivering an experience that ultimately meets those needs.
Prepare for a crisis
As much as we’d like to believe – or hope – that life is all sunshine and rainbows all the time, every brand knows that it’s likely to hit a snag every now and then. And when that happens, this is your true moment to shine. So, if you feel like a crisis is brewing or customer sentiment has turned a bit sour for one reason or another, don’t just sit around waiting for it to blow over. You must seize every opportunity to get ahead of a looming crisis by showing your customers that you’re on their side. Staying focused on creating great digital customer experiences, even in the presence of crisis, is the best way to minimise negative brand impact. How a brand works through these tense moments can be the make or break for many customers. The brands that can proactively turn a negative situation into a positive customer experience are those that are best positioned to win customers for life.
Please login with linkedin to comment
Dayle Hall Designworks digital customer experience missed-call marketingLatest News

Air New Zealand & Bastion Shine Save Christmas With Their Latest Campaign
When it comes to New Zealanders, are they really just glorified Tasmanians who are much better at sport?

Google To Pay $111m To News Publishers In Canada
Google lumped with latest $100 million-plus fine. Which, when it's all said & done, is like 50 cents to the rest of us.

Thursday TV Ratings: The Chase Takes The Crown For Entertainment
Much like navigating the single-malt whiskey menu at Rockpool, Thursday night TV proves a tricky one for network bosses.

Before Adland: Luke Spano’s High-Stakes Switch
The Avid Collective MD reveals his life pre-adland. As exciting as it is, it's not international playboy spy & Lothario.

New Study Busts Aussie Advertisers Over False “Clean, Green & Sustainable” Claims
Aussie adland in strife over some of its 'green' claims. By that we mean environmental claims, NOT fibrous vegetables.

Network 10’s Rod Prosser On TV Ratings: “One Measurement System Is Better For The Industry”
The only thing B&T would love more than a chat with Rod Prosser would be a game of squash. Yes, he's a 'yellow dot' man.

It’s Friday Quiz Time Again!
Take B&T's trivia quiz for your chance to win a $100 booze voucher and possible cirrhosis of a major internal organ.

Innocent Bystander Wines Challenge The Boring With New Campaign
As the Latins famously say "in vino veritas" or "in wine, there is truth". And, truthfully speaking, B&T hated this ad.

Apple Enlists Taika Waititi For Gorgeous (& Not Christmas) New Work!
Think the month leading into Christmas is all Curtis Stone's Christmas prawns? It's Apple to the rescue today, readers.

Clean Up Australia Unveils Brand Refresh Via uberbrand
Do you have "litterbug" on either your resume or LinkedIn profile? Change your trashy ways immediately on this news.

Musk: Advertisers “Go Fuck Yourselves”
B&T warns this article contains language readers may find offensive. And by that we don't mean Elon Musk.

Triple M Puts The Gold Back In The Gold Coast
The Gold Coast is Australia's "glitter strip". That is if you think bogans, bikies & personal trainers are "glitter".

SenateSHJ Launches New Trans-Tasman Practices
SenateSHJ has launched a new digital, data and insights capability designed to help clients tackle the growing complexity of communication challenges. SenateSHJ Digital, Data and Insights (DDI) will combine the firm’s existing Digital and Insights functions to create a Trans-Tasman capability focused on digital communication, and the generation and use of data to improve communication. […]

Nova Shakes Off Swift Mania With Dedicated Station
Want to make yourself the most despised person in the office? Read on with the launch of Taylor Swift radio.

QMS CEO John O’Neill On His Plans To Get OOH Spend Up To 20% (Watchout TV!)
B&T's chatting with outdoor supremo, QMS' John O’Neill. Eerily the outdoors never got mentioned in any small talk.

AANA’s New Code Means Stricter Rules Apply To Advertising To Children
There are now stricter ad rules applying to kids. Yet, nothing a bottle of Fanta & a box of Froot Loops can't fix.

New BrandStory Format From Bonzai Allows 3x More Ad Space on Mobile
Creative technology platform Bonzai has announced the launch of BrandStory – a new premium mobile ad format. BrandStory offers triple the ad space and 2.8 times greater time in view than single scroll ad formats, addressing the surging demand from brands worldwide for more real estate to drive real results by seamlessly intertwining awareness, exploration […]

“Cut The Crap!” Piers Morgan Sensationally Outs “Royal Racists” On His TV Show
The corgis, anyone in the Palace with a funny hat & even Camilla off the hook, as Piers delivers royal racist dirt.

Wednesday TV Ratings: 365,000 Sign Up To Watch The Last EVER Hot Seat on Nine
Mrs McGuire reportedly unhappy about Eddie loafing about the house after Nine cans Hot Seat.

B&T’s Search For Australia’s Greatest Ad Heads To Channel 7
B&T went through the looking glass this morning, with editor-in-chief David Hovenden (above) appearing on Channel 7’s The Morning Show to get the general public involved in our search for Australia’s Greatest Ad. Hovenden chatted with Kylie Gillies and stand-in host Matt Doran about what makes a great ad and showcasing some of our favourites […]

It’s The Best Of The Best – Directors Of First Impressions, Presented By Finecast, Part Of GroupM Nexus
They're the ones with the best hair and the whitest teeth! Yes, it's adland's top 10 directors of first impressions.

Opinion: The Tall Planner’s Kate Smither On The DBA Dilemma
The science is not in question – smarter people than I, with far more data, have codified it. The logic is not up for grabs…it makes sense that creating mental shortcuts to your brand keeps you at the top of your mind. Lead image: Kate Smither – Owner, The Tall Planner I wouldn’t even take […]

Ortto & Tall Bob Partner To Deliver Better SMS & MMS For Australian & NZ Businesses
Two Australian-born technology providers have joined forces to bring more power and choice to marketers in Australia and New Zealand with mobile messaging that is more local, cost-effective, and integrated. It’s a partnership that sees two Australian software companies come together to deliver a world-class mobile-first solution for marketers building data-driven, personalised, omnichannel campaigns. While […]

PubMatic Nabs Luke Smith From Seven West Media
Seven's Luke Smith quits for PubMatic. However, he's still in line for one of James Warburton's annual Christmas hams.

Slew Of New Hires At Snap Inc.
Snap Inc. has announced a number of new recruits. B&T unaware if it positively impacted SEEK's share price.

Michael McLacren Confirmed As Deb Knight Replacement For 2GB Afternoons
Think AM radio has a bit of an angry boys' club feel? It's not improving things with this news.

Reddit Gets Playful Brand Refresh
This will be of interest to any Reddit fans, graphic designers or lovers of an orange so bright it burns the retinas.

World Square Counts Down To Christmas With Sydney’s Biggest Advent Calendar
Hopefully this news will get you in the Christmas spirit. Either that or go and stand in Westfields for nine hours.

Zitcha & Broadsign Partner To Drive Global In-Store Retail Media Market
Zitcha and Broadsign have teamed up to integrate the Broadsign out-of-home (OOH) advertising platform with Zitcha’s retail media platform. The collaboration empowers retailers to maximise and monetise in-store digital display networks and enables advertising partners to easily view and book available in-store inventory and review campaign performance alongside the retailer’s other media channels. With the […]

B&T’s Search For Australia’s Greatest Ad Part 5!
B&T's vote for Australia's greatest-ever ad is much like the recent referendum sans the mudslinging and Kamahl.

Ignite the Thrill: National Drag Racing Championship Unleashes Media Campaign Via Murmur Group
If there's one sport in the world that's thumbing its nose at global emissions, it's probably drag racing.

Rethink Ink: Is It About Time You Reconsidered Print?
Print's not merely an excellent vehicle for brands, it's also perfect for getting the barbecue alight for the sausages.

Double Rainbouu & 7-Eleven Launch Exclusive Summer Fashion Label
Today, 7-Eleven has announced a one-of-a-kind collaboration with the popular Sydney-based anti-resort wear label Double Rainbouu. Dropping tomorrow, December 1, just in time for summer, this limited-edition capsule will infuse the fashion brand’s rebellious spirit with a distinctly iconic 7-Eleven flavour. The unisex collection features five must-have styles comprising two signature Hawaiian shirts, a peaked cap, a bucket hat […]

Cannes In Cairns Media Accreditation Open Now!
Work in media? Want to cover next year's Cannes In Cairns? There'll be no free piña coladas without this form.

In-House Agency Council Research Report: 78% Of Marketers Now Work With An In-House Agency
In-housing is definitely an industry hot button topic. Admittedly still a long way behind office affairs.

OMA Announces Winners Of The Q3 Creative Collection Competition
Who doesn't love the out of home medium? Apart from the very real chance of being shat on by a bird.