How Digital Marketing Enhances Customer Experience

DSM Digital School of Marketing - customer experience

Customer’s purchasing behaviour has altered significantly in the past couple of years. More customers these days are beginning – and often ending – their purchase journeys online. This digital shift in the manner of customer purchasing behaviour has given a boost to digital marketing.

An organisation who aim to provide excellent service to their customers, and would like to compete in the modern marketplace, need to take into account digital transformation for their business. Companies need to develop a satisfactory strategy that they can use digital tools with as well as impressive digital campaigns in order to engage more audience with their business.

In today’s hyper-connected world, we’re sure that you’re aware of the significance of finding the correct digital marketing strategy in order to deliver a great customer experience (CX). In essence, CX is the delivery of your brand promise at each and every customer touchpoint. This process aims to exceed expectations as well as increase customer satisfaction, loyalty and advocacy.

Whether you’re a small or medium-sized business, one of the fundamental ways in which you can stand out in today’s digital world is to offer your customers (current and prospective alike) with the absolute best possible online customer experience.

What Does This Mean?

There are many different definitions for CX, however, at its core, it all comes down to how an individual feels about the experience of interacting with your brand.

Great CX is about delivering a valuable, easy-to-use and enjoyable experience to every single customer, on every device, across every touchpoint—in a manner that fulfils on the expectations that you set and the promises you make. For example, your company website must be accessible and highly adaptable to all devices, whether your customer is using a desktop or a laptop, a tablet or a smartphone. Your website must also be straightforward to navigate with the fewest unnecessary mouse clicks and scrolling, or finger swiping

The customer experience is the total quality of all of the interactions that a consumer has with a company in addition to its products and services. These include pre- and post-sale interactions which can be either:

  • Direct— for example, when a customer phones a company’s service department—or
  • Indirect, such as when a customer reads a social media post about another person’s interaction with the company.

Digital Marketing Tech To Enhance Customer Experience

Facebook Ads

Being successful at Facebook ads is perhaps the holy grail of customer-centric digital marketing. Maybe it’s a bold statement but Facebook ads, when fully using the Pixel, is a potent toolkit for building a wide-reaching online presence.

If you are able to get the social listening right, you’ll probably figure out what it is about you, your brand as well as your products/services which keeps customers coming back. You’ll probably tap into the culture behind your offer. Now take this and present it to your audience wherever they go. That’s exciting.


Learn your customer base and then, make one assumption: your website offers the perfect solution to what your customers are looking for. It is important to pause here for reflection. We’re not suggesting that you make that assumption out to be an unfounded one, not at all.

Make that assumption on the grounds that you’ve done your research and development well and have come up with the best solution to your customer’s problems.  Now SEO becomes a tool to ensure that your customers find you. Not as you want more individuals to see your shiny website but because your website has the ideal solution to your customer’s search terms.

Having a thorough knowledge of digital marketing will take your business to the next level.

Get in touch with the Digital School of Marketing

If you’re keen to become a world-class digital marketer then you need to have a look at our Digital Marketing Course!

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