Opinions expressed by businessman the collaborators are theirs.
The demand for an excellent customer experience increases as new technologies emerge. Today, it is not enough to have great software that works perfectly without any problems. Today, if a company wants to stand out, it must also have a personalized, data-driven and customer-centric approach. So let’s delve into consumer-centric technologies based on personal experiences:
Happiness and comfort as markers of a great customer experience
People around the world are experiencing higher levels of stress and a general sense of uncertainty following the pandemic. As Forrester predicted for 2022, customers tend to choose brands that offer comfort and positive emotions. We believe the reason for this is that humans tend to seek general stability and comfort in order to feel safe and secure and to know what tomorrow holds. Therefore, companies should use this innate human desire to fulfill the needs of their customers.
And there are several ways to do this, depending on your niche. For example, augmented reality (AR) can be used, allowing customers to see the end result. Architects and furniture brands can use AR to reduce levels of uncertainty and stress by showing how an apartment will look after renovation or how a room space will feel with new furniture. These experiences allow customers to be more confident about a purchase and make a purchase decision immediately.
Related: 12 Golden Rules for Customer Experience Strategy
Emotionally empower customers as a brand or lose out
It may sound like fiction, but products or services that are delivered without any emotional resonance are left behind in the competitive market. In May 2021, a Gartner report stated that 46% of consumers do not distinguish one digital experience from another. This is especially relevant for people who are not familiar with technology trends. The only experience people care about is a successful experience. But here’s the thing: everyone has feelings and emotions. If your business can make one person happier and feel good about themselves, it’s a win, simply because humans tend to seek pleasure and avoid struggle.
Act on brand values to build customer loyalty
Staying focused on brand values can be very rewarding. According to Microsoft, 96% of customers stated that good customer service is vital to their choice of brand loyalty. For example, those who position themselves as a sustainable brand must not only produce good quality products, but also attract customers who support their mission: the sustainable production of goods. For example, Taylor Stitch, an ethically produced menswear brand, offers 20% off a new customer’s purchase and rewards brand advocates with a voucher. Buyers who were referred by a friend have a 3-5x higher conversion rate.
Accept the new reality
Gartner predicts that 25% of people will spend at least 1 hour a day in a metaverse by 2026. Whether you run a small business or enterprise, we’re finally going to have to admit that the future has arrived. And if you don’t already have a metaverse strategy, start thinking about developing one because it’s the next battleground for the best customer experience. Brands will soon be communicating directly with customers, and whoever has this customer-centric approach will win the game.
Team collaboration for a pleasant customer experience
As a company, we are willing to go the extra mile for customer satisfaction. That’s why teams from different departments will need to collaborate to get that big picture of a successful customer experience. What does it really mean? For example, when we build custom CRMs at Glorium, we’re supporting and encouraging cross-functional team collaboration because that’s the only way our customers get the CRM that will meet their needs and bring joy when they use it . Finally, according to Gartner’s report, a quarter of companies will bring together customer experience, marketing, sales and customer service teams under one umbrella. So, it’s clear that times are changing in this space, and to see success, it’s important to keep an eye on emerging trends. Here are five customer experience trends to watch out for:
Related: Why a world-class customer experience will be one of the most important aspects of your business
1. A digital first mindset
In recent years, the “want-it-now” customer culture has become a trend that dictates how companies should communicate with their customers. According to Business Wire, 95% of people consider customer experience to be a crucial factor affecting brand loyalty. The pandemic forcefully shifted customers from shopping offline to embracing digital channels. Since then, the demand for a fast and pleasant online experience has only grown. Businesses are forced to develop a digital mindset to maintain and grow their customer base.
2. Personalized experiences
Today, having the ability to use big data is another crucial metric for business success. According to Salesforce, the report shows that 57% of people are willing to give up their personal data for a personalized experience. Thus, analyzing big data to provide a better service is a reference strategy for this year and the following years.
3. Conversations with the mobile first
Easy access to a company’s services through smartphone messengers, such as WhatsApp, Facebook Messenger, and others, continues to thrive. This is the trend Forrester predicts will continue for a long time, and there is no going back. Ease of use and familiarity of workflows – this is what companies should strive to achieve.
4. Increase productivity to avoid burnout
The sheer volume of inquiries that customer and sales teams receive every day can be overwhelming, leading to anxiety and inevitable burnout. For example, according to MaxContact’s findings, 88% of respondents say their responsibilities have grown tremendously without an increase in salary, and 72% said they are or will be burned out very soon. Therefore, to prevent teams from falling into mental burnout, there is an urgent need to invest in technology that helps improve work efficiency, such as custom CRMs.
5. Move from automation to AI
Not long ago, automated workflows seemed like the next big thing. However, AI technology has taken over, especially AI-powered bots that have proven to be great tools for improving customer experience satisfaction. Automation might not be enough: prediction is what people need today. According to Intercom research, chatbots increased sales by 67% and improved customer service satisfaction by 24%.
Related: 4 Ways to Use AI to Improve Customer Experience
The bottom line is: adapting and adjusting is how businesses must operate to meet customer needs and deliver a pleasant customer experience. No matter how difficult or fragile it may seem, companies that find ways to make their customers and staff happier with more content will gracefully enter the new era of ever-changing possibilities.