A Digital Customer Experience

Junior (College 3rd year) ・Public relations ・APA ・2 Sources

One of the most important points of interaction between a client and a business is the customer experience. Customer experience, according to its definition, is what happens after a customer interacts with a business over the course of their relationship. The customer journey, the organization brands with which the consumer interacts, and the settings, including the digital environment, are the three key components that make up the customer experience. A positive customer experience essentially means that all points of contact and the customer's experience along the process meet or exceed their expectations. For this reason therefore management of customer experience is important. Again, customer shopping experience can be transformed by the first points of contact online.

Businesses make attempts to reach a wider customer base through the available online platforms. Such platforms not only provide the opportunity to capture new customers but as well presents an opportunity where the business in question can maintain a good rapport with the already existing customers (PR Newswire, 2017). Through this, the business is able to extract some valuable feedback from the customers and in essence use such information to make significant changes. Basically, online contacts between customers and business is assumed to be the best opportunity where the customer shopping experience can be transformed.

Essentially, shopping experiences are continuing to evolve and in often times as rapid as possible. It is always great to see stores adopting new technologies and efforts aimed at not only wowing the customers but to engage and serve them better. In this context, online platforms serve as the best places where a business can engage the customer in constructive in the essence of creating high touch experience (Shrivastava, 2017). The first point of contact between the customer and the business online is always the ground breaking point towards a successful interaction between the customer and the business. Essentially, the digital technologies are making human interactions in terms of sales more meaningful.

First an online platform being the first point of contact between a customer and a business acts as an arena where the customer can picture the sale. In often times, customers are made in that they would want to know what they are getting into before they can do the actual sale. This means that the customers are made in that they would need to ensure the best quality product which fits their needs. Such a drive aims at boosting their confidence to make a purchase. According to Shrivastava (2017), the first point of contact online can be instrumental in transforming the overall customer shopping experience in that it outlines the available information where the potential customer can research related information about the product before making a purchase. In the end, such creates an informed decision and thus after shopping the customer will be confident in whatever he or she purchased.

Again, contacts online between customer and the business will provide a thrilling effect in that the physical and the digital aspects are connected (PR Newswire, 2017). The customer journey is always fluid and omnichannel. In essence, online first points of contact creates a seamless experience where the customer will basically connect to the business consciously. The impact on the shopping experience will be in terms of improved overall confidence in the business as well as the products therein.

From the biblical worldview, businesses can impact positively on customers during their online shopping experience in that the customer will only be exposed to relevant information about what they intend to shop. This means that the online platform does not aim at violating the very privacies of the customer by exposing them to other non-related stuff which could in turncorrupt their minds. From the biblical worldview aspects, such promotes the basics of honesty in business which the customer gets to learn through the shopping experience.


PR Newswire. (2017, November 9). The Future of the Customer Experience. PR Newswire US.

Shrivastava, S. (2017). Digital Disruption is Redefining the Customer Experience: The Digital Transformation Approach of the Communications Service Providers. Telecom Business Review, 10(1), 41-52.

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