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What is Customer Experience and how to improve it

We always like to remember that customer care is important, that without an audience, an audience, a following, the business could not succeed. You have to captivate audiences and offer them the best possible experience. We talk about Customer Experience Management and we give you the keys to improve the customer experience.

We start by defining the expression. Digital Customer Experience is its literal translation: the customer experience. The experience before, during and after the purchase.

Index of contents

  • What is the Customer Experience?
  • What is Customer Experience Management?
  • How to improve the digital customer experience?
    • # 1 Customize
    •  # 2 Up-selling and cross-selling or cross-selling
    • # 3 Reduce cart abandonment
    • # 4 Responsive Design
    • # 5 Social Media Marketing
    • # 6 Find the trends
    • # 7 Virtual Reality without leaving home

What is the Customer Experience?

Currently, the consumer experience or Customer Experience has the same value in both physical stores and online stores, the objective is to offer it in the best possible way. The whole world has already surrendered to the charms of online shopping so stores have to play with the double strategy of offering the best product and making the purchase of that product or service also incredible and unforgettable.

The customer experience includes different actions, although it could be defined in the perception that the customer has about the products, services and the brand in general. The key is for the customer to live the shopping experience as something unique and take it as such; as an experience from your first to your last interaction.


Every action counts; the message, the products, the sales process, the marketing, the post-purchase experience, the customer service, etc.

What is Customer Experience Management?

From the definition and the term of Digital Customer Experience, Management appears, which is known as customer experience management. The professional in this management must strengthen the interaction between the brand and the customer throughout the buyer’s life cycle.

In this way, the maximum objective of Customer Experience Management is to optimize interactions and ensure the loyalty of its audiences with the brand. For this, you need a good strategy capable of coordinating all the actions that win the client, which we explain here.

Here comes the question behind the theory:

How to improve the digital customer experience?

# 1 Customize

A study published by Invespcro states that 59% of marketers have good experience with Return on Investment after customizing their stores  (physical and online).


The way in which a business represents its brand, its identity, its originality and creativity is also a key point for the customer to have a good time and decide to stay longer in the store. In this case, we give you some tips for the online store:

  • A welcome page
  • A wish list
  • Adding the location and providing information on the forms of distribution
  • Lists of the last visited products
  • List of recommendations based on the latest products viewed by the customer
  • Communication with customers in their mother tongue
  • Personalized emails for each type of client and audience. For example, congratulating customers on their birthday and offering them small gifts such as a visit to your store, discounts, etc.

 # 2 Up-selling and cross-selling or cross-selling

These two selling techniques can help your business sell more and increase profits. They are two good ways to take advantage of customers on the network.

On the one hand, the up-selling technique is the marketing technique that aims to sell through the offer of products related to the last purchase. On the other hand, cross-selling wants to sell complementary products.

Therefore, the customer will be able to stay longer in the online store and enjoy a better experience if both techniques are able to offer him other products that may interest him . In this way, the time spent on the web increases and the customer will enjoy products related to their preferences.

# 3 Reduce cart abandonment

The best solution is to implement A / B tests and tools to check the user experience to find out why customers leave the online store. Does the customer trust the payment forms? Do you believe in the return policy ? The forms of payment, the ease with which the customer can buy a product or service and above all, trust are also part of the user experience.

# 4 Responsive Design

More and more buyers are using mobile phones. The mobile experience is essential and therefore, online stores must have a responsive design adjusted to the needs of the mobile buyer. Know and learn everything you need to improve User Usability in our Postgraduate course in Digital Customer Experience, Usability and UX.


Here we give you some keys that facilitate the user experience through the mobile device:

  • Sliding banners

The distinguishing characteristic is, par excellence, creativity. The sliding banner design allows the user to navigate via the touch screen and easily slide on product pages or web blog, for example.

  • Adapted navigation menu

Traditional-style menus are very common, although they are comfortable to navigate, they also improve the mobile experience, although it is advisable to adapt the drop-down menus well for both mobile phones and tablets.

# 5 Social Media Marketing

Nowadays, businesses have different ways of making themselves known, either through Internet ads, by word of mouth searches, through proximity marketing, at points of sale, through newsletters or through of social networks.

In this last point we focus on how stores, even if they do not have an e-Commerce, work through social networks. Here we leave you several ways on how to offer a better experience to customers through Social media Marketing.

  • Allowing registration through social networks   In this way, time is saved and the customer can access the web through a single click.
  • Offering services through a chatbot. For example, a Facebook bot that helps the user to find the product they are looking for through automated messages. E-Commerce can automate order confirmation, customer service, and even help with up-selling.

# 6 Find the trends

It is very likely that many of the users are up to date and aware of the trends of the year. A business can offer the customer what they want by using social media monitoring tools to keep track of customer buying habits and tastes.

# 7 Virtual Reality without leaving home

It is one of the techniques that works best and that makes the web an unforgettable experience. For example, IKEA allows its users to test different furniture using virtual reality via mobile phone.

Another example of success is in the United Kingdom with the Virgin Holidays travel agency that offers its visitors virtual experiences in its physical stores with which they can live experiences before deciding on the tourist destination.


You want to know more about the customer experience, do not miss the Webinar on Inspiring Better Journeys. How to manage the Customer Experience, here is a summary and the complete podcast:

If you are interested in interacting with people, improving the brand and offering the best experiences to customers, you cannot miss IEBSchool’s Postgraduate Course in Digital Customer Experience.

Postgraduate in UX & UI Product Design

Learn to carry out a program focused on the client and with a focus on digital media

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How to Create Account in EXMO step by step

In this article you will learn how to register in EXMO in 2022, as you well know it is a cryptocurrency platform to trade, as well as buy and sell digital currencies. Next, we are going to make you a quick and easy guide to create your account.

How to open an account in step by step

Access the official website of EXMO to be able to register for free.

Select “Registration”

At the top right you will have a Registration button, click on it and there you will open a form to place basic data such as username, email, telephone, password and its confirmation, as well as the acceptance of terms and conditions of the platform.

Likewise, if you want you can subscribe to receive news you just have to activate the option. then activate the captcha and click on “Registration”

Phone and email verification

They will send you an SMS to the registered phone to place the verification code and give it confirmation. The same will happen with the email, in which they will send you an email with a link to confirm the account and activate it.


Account Verification

Once you have completed all the registration, you must verify your account, this is quite important that you do it so that you do not have limitations, it is a financial platform and as such, by regulation you must verify your identity and address.

  • For identity, you can do it through your ID, passport or other identity document, also a selfie with the document, you can support yourself by linking the mobile if you do not have a webcam.
  • In the case of the address, it would be verified with a bill for services such as electricity, water or other document where they can verify your location or residence, this is to raise the limits further.
  • For the card, you need to enter your card details and even take a photo and attach it.

Ideally, you should verify everything, but the first thing is the identity, in which you will be required name, surname, middle name in the case you have. Secondly, you will be asked to identify what type of document you are going to use to identify yourself, for example, the DNI.

After that, you must upload a photo of the front and back of the identity document, if you do not have them at hand, you can do it with your mobile and send it to you by mail or web whapsapp or another application, and then upload it from the computer.

Once this is done, it will request a selfie with specific details, where you must write down on a paper the word EXMO, followed by the date of the day of the photo and hold the DNI without covering anything, there you capture the photo and attach it, with these steps you will already be in the process of verifying the identity.

Likewise, you can do it to verify the address with a receipt and in the case of the card you must do the same, they are similar processes quite simple, the idea is that you complete the entire registration process.


Another important point regarding registration is the security configuration in which you can add extra protection and have two-step authentication. Likewise, you can observe other options such as personal information, which you can review carefully.


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How to create an account on Poloniex step by step

In this article you will learn how to register with Poloniex in 2022, it is a cryptocurrency trading platform, where you can trade with margin or leverage and you can also do hodl. Here’s a step-by-step way to create an account on Poloniex.

Go to the official website of Poloniex

Access the Poloniex registration page to later follow the step by step that we will give you to register for free.

Select “Sing Up”

Once you are on the platform you must select in the left menu “Sing Up”, where you must enter the email and password, the latter you must confirm it. Additionally, you must place the referral code (optional), as well as accept the terms and policies that govern this page.

Verify your email

Once the previous form has been completed, you must check the email where a link will be sent for the purposes of verifying the email, in order to continue with the account registration process.

Account access

With the email and password data entered, we select “Log In” and access. Among the important things that there are is the “profile”, where you will have to verify your account.


If you want to apply margin for trading or leverage you must verify your profile in “Upgrade” you will be able to select other aspects that will help you verify your identity, you will probably be asked to upload a file, such as a photo of the DNI or an invoice to verify the address.

Then, in the event that you want to use the future option that allows margin up to one hundred leverage, you have to have verified these things.

This request is totally normal, since it is required by all financial platforms by legal issue, with this you would already have verified level 2 and with it you would not have any type of limit.

Right now, you could make all kinds of deposits, normal purchases with certain fairly high limits.

Two-factor authentication verification

To protect your account you can activate 2FA this is double authentication code, so you must enter a code apart from the password to be able to log in.


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How to Invest in Cryptocurrencies on Skrill

If you are one of those investors who do not like to deal with many complicated orders, but prefer to hold long-term, then Skrill is an excellent alternative for you. With the simplicity that characterizes it.

But the question is, how to invest in cryptocurrencies within Skrill? The answer will be shown in this article.

But first log in to your Skrill account, then you could already start the step by step that will be shown below.

Access Skrill’s Cryptocurrency Investment Options

Like any financial platform, Skrill puts at your disposal tools so that you can invest in cryptocurrencies within yourself, doing so in a simple and comfortable way. To access these tools, below, we will describe the following procedure:

  1. Within the home screen of your account, in the left sidebar, find and tap on Cryptocurrencies.

Important: It is likely that when you enter this section, you will be asked to accept some terms or similar.

  1. Once there, you are presented with different options in terms of cryptocurrencies. From among these, you will select Invest now, clicking on this option.

  1. Once you access that section, you will be shown an extensive list of existing cryptos in Skrill. In each of which, you are given a Trade option. If you click on any of these, you would enter their trading options.

  1. When you have entered the crypto you chose, you will see a Buy – Sell panel.

Ways to trade cryptocurrencies in

In this buy-sell panel or trading box, you will have some options that will allow you to perform these operations:

Steps to buy cryptocurrencies within Skrill

First of all, talking about the purchase of cryptocurrencies in the Instant mode (which is the usual one), you will be able to do the following:

  • Select the currency in which you want to buy cryptos.

  • Set the amount to spend that, for its purposes, must be a minimum of 10 EUR (You are also shown the balance you have available).

  • Select the cryptocurrency in which you are going to invest.

  • See what you are going to receive in cryptos in equivalence for what you have invested.

  • See the commission you will be charged for that transaction.

When you have everything ready, then you can click Next.

After this, you will be able to see the summary of the entire operation; you will be told everything you have added, such as the amount and what you would receive, and also the commission charge, which will be added to the total amount to be spent. If you agree with everything, you can click on Confirm.

Steps to Sell Cryptocurrencies within Skrill

There is not much to comment on in the case of selling your cryptos within Skrill, as they are basically the same steps as in the case of the purchase:

  • You establish the type of crypto that you are going to sell (and that logically, you should own).

  • You indicate the amount of cryptocurrencies to sell directly or, if you prefer, using the percentage indicators.

  • Select the currency in which you want to receive the funds in equivalence.

  • See how much you will receive, in the same way as the previous case.

Having this ready too, you would click Next.

Following this, you must also click on Confirm in a summary similar to that of the case of the purchase, where you will see important data with which, if you agree, you can proceed to the respective confirmation.

Some other options that Skrill gives you to trade

The options you have in Skrill to trade are very practical and easy to use. And for your convenience, they are not numerous. Here’s what you can find on Skrill for when you want to trade on it:

The Portfolio section

In this section you have at hand some useful things for your negotiations, such as:

  • The Watchlist, with which you can keep abreast of the indices of your cryptos in the market.

  • Alerts and orders. With these options you are given the possibility to mark an index within the cryptocurrency, which, if the price reaches it, this will be notified to your email or mobile, as you have it configured.

  • Recent activity. It is the section where you will get your last financial movements, when it comes to purchases and sales, as is logical.

The Trade section

Within this section, you can do what you are told below:

  • Visualization of Graphs. This will allow you to take a look at the stock market movement in a not at all complex interface (you can also see the current trend that the market has in terms of sellers and buyers).

As you can see, the trading system within Skrill is not complicated. They are few and simple options, but with the same utility for people like you who do not want to get too entangled in the stock market issue, but to play it safe, but in a simple way.

This tutorial summarizes it this way so that you have a general idea when investing in cryptocurrencies within Skrill.

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