How to create a digital experience strategy

by Mitch Tor | Last Updated: Jun 29, 2022

All of the best digital customer experience examples have started with creating a digital experience strategy. Creating a digital experience strategy can seem daunting, but if you break it down into steps, it becomes much more manageable. Here are the steps you need to take:

Find your target audience
Empathize with your target audience
Map out the customer journey
Create a digital experience for each step in the journey
Progressively collect feedback so you can improve each experience

By following these steps, you can create a digital experience strategy that will delight your customers and help your business achieve its goals.

Find your target audience

This is a crucial step in establishing a successful digital experience strategy. You need to have a good understanding of who your target audience is so that you can create experiences that they will love. Inversely, if you miss the mark when identifying your customer base then your digital customer experience will leave a lot to be desired. There are a few ways to go about finding your target audience. You can use market research, surveys, and social media listening to gain insights into who your target audience is and what they want. Once you have a good understanding of who your target audience is, you can move on to the next step: empathizing with them.

Empathize with your target audience

In order to create great experiences for your customers, you need to be able to put yourself in their shoes and understand their needs. This step is all about empathy. Start by thinking about the pain points that your target audience has. What are the things that frustrate them or make their lives difficult? Once you understand their pain points, you can start to think about how you can address those needs with your digital experiences. Each step in the process is critically important, but if you can't figure out the problems you are trying to solve, your digital experiences won't provide value for your consumers.

Map out the customer journey

The next step is to map out the customer journey. This will help you understand the different steps that your customers take as they interact with your brand. There are a few different ways to approach this. You can use a tool like Google Analytics to track customer behavior, or you can create customer personas that outline the different journeys your customers might take. This is one of the more time consuming steps in the process. It is vital that you have an idea of every place that your customers will be interacting with your brand so you can create a cohesive digital customer experience. If you miss a step there could be drop off when you actually begin developing the experiences

Create a digital experience for each step in the journey

This is where you start to put your digital experience strategy into action. For each step in the customer journey, you need to create an experience that meets the needs of your customers. When designing digital experiences it is important to remember that customers have higher expectations from businesses than ever. Here is a list of things customers are looking for in their digital experiences:

Seamless experiences: Customers expect a seamless experience from start to finish. There should be no hiccups along the way.
Personalization: Customers want to feel like businesses understand them and their needs. This means that businesses need to be able to personalize the experience for each customer.
Simplicity: In our fast paced world, customers don't have time to waste. They want simple and straightforward experiences that get them what they need without any hassle.
Aesthetics: Customers are visual creatures. They want experiences that look good and are easy on the eyes.
Engaging experiences: Customers want to be engaged when they are interacting with a business. This means that businesses need to create experiences that are interactive and engaging.
Consistency: Customers expect a consistent experience across all channels. If they have a positive experience on one channel, they expect the same on another.
Value: customers expect to get value from their interactions with businesses. This could be in the form of discounts, coupons, or simply providing useful information.
Customer service: if something goes wrong, customers expect businesses to be there to help them fix the problem. This means having responsive customer service team

Think about what you want your customers to feel at each stage of their journey. Do you want them to feel informed? Empowered? Excited? Make sure that each digital experience you create supports those goals. Have no clue where to start with digital experiences? You can use a digital experience platform and create hundreds of digital experiences tailored to each target customer. Interested in learning more? Contact Lumavate today!

Progressively collect feedback so you can improve each experience

It’s important to remember that your digital experience strategy is never done. You should always be collecting feedback from your customers so that you can continue to improve each experience. There are a few different ways to collect feedback. You can use surveys, customer interviews, and user testing. By following these steps, you can create a digital experience strategy that will help your business achieve its goals. Looking to learn more about planning your own digital experience strategy? Check out our Digital Experience Strategy Guide.