How to Develop a Customer Experience that Differentiates in Today’s Digital World

Hilary Corna
5 min readFeb 9, 2021

I recently had a meaningful talk with Matt, the Co-Founder and CEO of Sportiqe. As we had a quick recap of my core services, there was one fascinating word that immediately caught his interest — humanize.

“That’s a very, it’s a very interesting word. I love to understand how this equates to your business”, said Matt.

To humanize means to “give something a human character.”. To businesses, this could mean more.

As a business consultant, I am well-aware of how critical humanization is to achieving excellent customer experience (CX). It’s crucial not only for keeping up with the tight competition, but also to stay on track even with the rise of crises, such as the COVID-19 pandemic.

Given the drastic changes brought about by the ‘new normal’, brands are working harder than ever to retain customers, if not outperform the counterparts in the customer experience battleground.

As a matter of fact, more and more companies are doubling their CX efforts. Included in the list are Delta and United Airlines, which recently announced that they are now giving complimentary drinks to passengers, among other exciting perks.

Digital Customer Experience and Humanization

In the era of artificial intelligence (AI), it’s very easy to rely on technology to do the hard work. But, if you’re looking to REALLY deliver consistent value and satisfaction, here’s a list of things I highly recommend for you to do.

This means planning your business strategies while keeping customers on the frontline. It also means providing an enjoyable experience from all throughout the buying journey, from pre-sale to post-sale.

A study from Deloitte proved that customer-centric businesses are more profitable by 60%, compared to those who have different approaches.

But how exactly do you become customer-centric? First, you need to get a good grasp of your customers’ journey from all possible touchpoints.

Second, it’s essential to request customer feedback regularly to have an idea of the areas you need to improve on. And with the right metrics and tools for tracking business…

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Hilary Corna

CEO | Founder of The Human Way | Bestselling Author | New book #UNprofessional out 9/21 | Host of the UNprofessional podcast | As seen in Forbes, Fortune, WSJ