Digital Customer Experience Starts and Ends With Login
For several purposes, introducing a seamless authentication and login framework is advantageous for companies.
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It is beneficial for businesses to implement a seamless authentication and login system for many reasons. From increasing traffic, reducing password fatigue, and improving security functions, a vastly convenient feature like Single Sign-On (SSO) can help to improve your consumer experience.
A large number of consumers will click away from an app or website to avoid filling out an online registration form. Many businesses simply abandon those consumers because their authentication systems are not efficient enough.
However, with one-click login, it is possible to enable more convenience and secure access. This way, businesses don’t abandon potential consumers, and they get to access an easier and more efficient registration system. This can provide many benefits for both the consumer and the organization.
How COVID-19 Changed Consumer Interactions With Brands
Since the introduction of global lockdowns, consumers all over the world have taken a much more active approach to the online space. Consumers are creating more online accounts with brands, and are using the digital space for tasks like communications, payments, shopping, and gathering information for more than before.
As the pandemic forced the world into a digital space, 88% of organizations say that consumer experience is their top priority. Brands now need to make sure that their online processes are quick and seamless to ensure a good consumer experience.
When consumers connect with brands online, they expect a seamless, consistent experience across all channels. They also wish to use a mix of digital touchpoints before purchasing from a brand. This means that companies need to break down silos and provide a better omnichannel experience.
What Is Digital Consumer Experience
Digital consumer experience is the online journey that your consumers embark on when interacting with your brand. It includes everything from searching for your brand or your product online to making a purchase or contacting your support team.
Making sure that you enable the best digital experience possible is vital. It affects how your consumers view your brand and whether they’ll purchase from you or use your service again.
Industry Challenges While Digitizing Consumer Interactions
Shifting the entire consumer experience online is not an easy process. No matter what kind of organization you have, there will likely be some challenges.
One of the initial challenges is finding the right technology. Businesses need to find the technology that enables them to deliver exceptional consumer experiences in real-time while being cost-effective.
Research has found that many companies use legacy systems and 20% say that they only invest in new systems after their old ones fail. This needs to change if companies want to optimize their consumer experience. Legacy systems are often clunky and frustrating to use.
Of course, there are also budget constraints involved. Implementing new processes and technology can be expensive - a challenge that needs to be carefully planned.
How to Ensure Seamless Digital Interactions
There are many tools and strategies that companies can use to make things smooth and simple for their consumers. Here are a few strategies that can help you provide a seamless digital experience to your consumers.
Understand the Consumer Journey
In order to gain actionable insights into consumer experience, you need to understand their journey. This is everything that the consumer will experience across all your channels—from finding your brand online to converting to a sale and keeping in communication.
By analyzing these touchpoints, you can gain deeper insights into where consumers drop off. This way, you can optimize your touchpoints to increase conversions.
The omnichannel consumer experience is important to consider here as you need to provide a more integrated experience. If your business has multiple silos, communication with consumers can feel disjointed. Ensuring a consistent omnichannel experience is essential to building good consumer relationships.
Easy Access to Apps
As mentioned, you don’t want to drive consumers away through tedious registration processes and apps that are difficult to use. Organizations need to ensure easy access to their apps and systems as this can increase conversions and consumer activity.
Implementing SSO will mean that consumers need not use their passwords every single time, and can access apps faster. For the organization, it helps to enhance security measures and data management. Social sign-on can also help to get more users to reach and access your app via their social accounts, as well as provide a more positive experience for them.
Cut Out Password Management Expenses
Passwordless authentication can enhance security measures by eliminating password-related risks like account takeover, phishing, etc. It also saves a significant amount of time logging in and managing data.
Organizations are warming up to this idea as they realize that expenses can be trimmed down without compromising on security. In addition, consumers can gain a more positive and seamless experience without losing credibility or trust.
Enable Consumer Feedback
The digital consumer experience needs to work for the business as well as the consumer. Consumers should be able to engage with the brand and share their thoughts and opinions. Allowing them to provide feedback is an effective way of opening up communication and letting them know that they matter.
At the same time, this allows the business to better understand the consumers and their needs. Listen to their feedback, identify common issues, and then fix them.
Personalized Consumer Experiences
To ensure consumer loyalty, it’s important to personalize individual experiences. This helps to generate more meaningful engagement.
User management helps organizations to build strong consumer relationships. By managing user identities, companies can also ensure a more personalized experience. Thus, they can meet consumer expectations better.
The digital consumer experience is all about how people view and connect with your brand online. With the world rapidly shifting online, it is essential to provide a positive digital experience for consumers.
This all begins with the login process. This is what consumers experience first when interacting with your brand online and it is what they will go through with each return. So, making sure that the login process is efficient and easy can vastly help to drive more sales, increase conversions, and elevate the overall consumer experience.
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