How to Improve the Digital Customer Journey in 2022How to Improve the Digital Customer Journey in 2022

Now, over two years since the COVID-19 pandemic began, you might be feeling like life has finally started to return to “normal.” Many areas and businesses have dropped their mask requirements, a large portion of the population is vaccinated, and many events and other activities have resumed. However, life is not the same as it was in 2019. One big difference that is here to stay is the digital transformation of today’s customer journey.

When the pandemic hit in 2020, businesses rushed to create digital solutions that would allow consumers to continue their activities. Perhaps you began offering telehealth services, started utilizing e-commerce, or became more accessible to your patients online. Now that the pandemic is waning and people are returning to in-person business options, is it time to retire digital solutions? No!

The changes brought to technology and business by the COVID-19 pandemic are here to stay, even if the pandemic is not. Many consumers realized they preferred digital solutions that arose during the pandemic. Others have health concerns that continue to make digital options a more convenient, health-conscious choice. For any number of reasons, digital solutions are here to stay. Here are a few simple ways you can help your patients along their digital customer journey in a way that is personal and meaningful.

  1. Aim to build lasting relationships.

Digital business solutions sometimes seem fleeting. E-commerce, for example, might seem like a short business-customer relationship that ends once the customer completes the purchase. This is far from the truth. Whether you are using e-commerce, telehealth, social media, email, or any other digital option, the goal is the same as it is in person: to create a lasting relationship with your patients.

You can work to build lasting relationships by showcasing your values and creating a brand your patients can trust. The goal is to have them come back to you again and again, whether online or in person.

2. Be compassionate.

Many people’s lives changed permanently over the last two years. Be compassionate as your patients—and your team—work to navigate life post-pandemic. As your patients’ lives change, adapt with them and accommodate their shifting needs. Be understanding and patient, and when asked, offer your guidance on any changes your patients are working through.

3. Offer a seamless experience both online and offline.

Whether a patient connects with your practice online or in person, offer a consistent experience. Make certain that your team is aware of your digital solutions so they can offer accurate information when speaking with patients. Ensure that all of your interactions and communications with patients—both in-person and online—carry the same values and personality.

In the grander scheme of things, make sure patients feel that they can get the same quality of care both online and offline. Make telehealth appointments as personable as possible. Be accommodating and caring. When patients visit your website, shop your e-commerce options, or meet with you via a telehealth appointment, they should feel the same as they do when they visit your office.

With these three tips, you are well on your way to making the digital customer journey one that your patients will want to stay on. For more information about how to use digital solutions to grow your business, we welcome you to contact us today at AudiologyPlus.

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