How customer ecperience influences customer engagement
In the world of B2B and B2C, there has always been talked of evaluating the active use of websites. We measure this commitment by the time spent on the website and the frequency of visits or activities carried out on it. For this reason, the website design itself went towards meeting the needs and expectations of the end-user, so that he would like to visit it. Why? The consumer appreciates convenient online solutions. His presence is monetized and translates into profit – says Szymon Włochowicz, COO Hicron. His words are confirmed by the KPMG report. Our trust in digital brands is growing. Among the highest rated brands, as many as 13% of them are only available online.
Customer Experience is based on the Six Pillars: Credibility, Problem Solving, Expectations, Empathy, Personalization, Time, and Effort. The last of them received the highest rating from consumers in the research. That means that it is extremely important for them to use the service quickly. As smoothly and conveniently as possible. At the same time, Personalization has become the star among the Pillars. Researchers predict that its role will additionally increase with the popularization of the hyper-personalization trend.
Employee engagement – SAP Customer Experience
SAP decided to take advantage of Customer Experience trends. They transfer them to the world of internal processes. It is about building internal company websites which will be so attractive and helpful that employees would decide to visit them regularly. For this to happen, the website must be aesthetic, intuitive, and time-saving – comments Włochowicz. – Personalized homepages for users will be the innovation. They will allow for quick insight into all undertaken activities in the form of a dashboard: processes, projects, and company information – he adds.