4 Things Customers Want in a Digital Journey

With consumers spending so much more time online, the importance of a great digital journey is paramount. When people are able to shop from the comfort of their homes, they have the ability to be more selective and shop around, leaving items in carts so they can browse alternatives elsewhere. In short: the consumer has more control than before. This means you need to be aware of what customers want from their digital journeys, and design a customer experience (CX) interface to serve those expectations.

Companies that are able to convert their services to digital in shorter timeframes see bigger benefits. For example, Microsoft’s ‘digital transformation’ took around 5 years, and saw their stock price grow 258%. By comparison, Target took 8 years, and saw a smaller increase of 66%. Nevertheless, those stats really emphasize the importance of getting a strong digital offering in place, even for retailers with a traditionally offline presence.