Upgrade in the customer journey: discover the news that arrives in Brazil to boost sales

In Brazil, the consumer profile is changing, and with it, the requirements regarding the shopping experience. It is no longer enough to offer a good product or service; what really matters now is how companies relate to their customers from the first contact to the after-sales.

In a scenario where interactions are increasingly instantaneous, consumers seek experiences that transcend the simple exchange of products and services, requiring fast, relevant and connected responses, as well as personalized. For companies, this represents a challenge, as it is necessary to create an integrated and aligned strategy that ensures a fluid and flawless experience.

In view of this reality, a global concept called 'Universal Customer Experience (UCE (UCE 2 Universal Customer Experience)’ emerges: an innovative and integrated approach that is gaining more and more strength in Brazil.

“A Universal Customer Experience is a methodology that aims to unify all the processes, steps and technologies involved in the relationship with the consumer, with the objective of providing a consistent, fluid and personalized experience at each point of contact”, explains Alberto Filho, CEO of Poli Digital, developer of centralization technologies and automation of service channels.

According to Filho, UCE is an approach that, unlike fragmented models, seeks a total integration of interactions, making the customer journey continuous, without interruptions or communication failures, regardless of the channel used, be it website, Instagram, Whatsapp, etc.

“This concept aligns with a growing reality in the market: customer loyalty is a key factor for the growth of” companies, comments the CEO of Poli Digital. According to Investopedia, 65% of revenues of Brazilian companies come from already loyal customers, which demonstrates the positive impact of a successful experience on the customer journey.In addition, according to a survey by KPMG, 86% of loyal consumers recommend brands that serve them well for friends and family, expanding the reach of the company and generating an effect of “boca a mouth that enhances the achievement of new customers.

However, to achieve the Universal Customer Experience it takes more than simply implementing technological solutions. Although tools such as chatbots, virtual assistants and automation systems are fundamental to optimize and streamline processes, the true essence of UCE is in creating an experience that is both personalized and fluid at each stage of the customer journey. Integration between company departments is the key to ensuring that every interaction, whether in customer service, sales or after-sales support, is aligned with the core strategy of offering a unique and personalized experience.

Alberto Filho emphasizes that “ implementation of innovative technologies, however advanced, does not solve all problems by itself. To offer a successful customer journey, all departments must work in an integrated way, understanding the importance of each point of contact and using data intelligently to continuously improve the experience, from capture, through service, sale and also after-sales experience”. This implies treating each interaction with the customer as an opportunity to strengthen the relationship and deliver real value, based on information and behaviors collected in real time.

For companies that seek not only to meet, but exceed the expectations of their consumers, the Universal Customer Experience becomes a mandatory strategy.It enables a more agile, efficient and personalized service, not only improving the consumer journey, but also generating greater brand loyalty and, consequently, driving growth and continuous innovation.

By adopting this concept, companies not only create a competitive edge, but also build a solid reputation, where consumers feel valued and understood at every stage of their journey.In an increasingly dynamic market, UCE can be the key where every interaction reflects a genuine commitment of the company to the satisfaction and loyalty of its” consumers.