The concept of customer experience is timeless, with new trends emerging every year that influence economics around the world.
As a matter of fact, customer-centric companies are 60% more profitable than companies that aren’t. And in a competitive space, staying ahead by imbibing new customer experience trends forms the crux of crafting a successful digital strategy.
With 2020 having shown us that predicting business trends was a risky business, we’ve gathered a list of top 8 customer experience trends that you must look at to win in 2021:
Consumers look for proactive brands that are responsive to their needs. Companies are turning to artificial intelligence to improve customer service by providing personalized real-time feedback.
AI enables brands to be available to their prospects across every stage of the buying process, taking customer experience to the next level.
For instance, the use of AI chatbots has helped uncover a user’s intent through a series of questions equipped with specific trigger words. You can forward the insights to the relevant department, based on the detected trigger words for further action.
Companies should use omnichannel marketing to provide a uniform customer experience across different touchpoints.
For instance, a consumer may interact with your brand on LinkedIn and continue the conversation across another social platform. Omnichannel marketing enables a seamless experience across all platforms.
A uniform customer experience across multiple channels also helps build brand consistency and loyalty.
Predictive analysis involves using historical data, statistical algorithms, and machine learning to forecast future consumer behavior.
In 2021, brands will be looking to invest in predictive analysis as a tool to deliver personalized customer experience. It will help in determining consumer responses, improving operations, and managing resources.
Do you know 69% of customers expect a personalized experience from brands? However, only 40% of the brands are able to deliver them.
The current marketing overload has resulted in 81% of users unsubscribing from brand mailing lists because of too many emails, irrelevant content, and offers that expire too quickly.
Today, consumers have a growing appetite to engage across various touchpoints and want to be treated as individuals.
It is a proven fact that employee experience governs overall customer satisfaction. Companies with engaged employees perform better than their competitors.
Brands looking to increase their bandwidth in all spheres of their operations will need to build on employee satisfaction in 2021. It involves providing incentives, improving communication channels, and surveying employee satisfaction across the organization.
The year 2021 will see more companies turning to online training portals to train and increase employee productivity.
Online collaboration tools will play an important role in streamlining staff communication, and brands will leverage technologies to ensure their staff is well-equipped to meet future requirements.
As companies will put more effort to deliver personalized experiences, it will require them to gather more data about their customers.
This data will have to be securely stored and managed on cloud servers equipped with hi-tech authentication systems based on facial recognition, fingerprints, and voice biometrics.
AR enables users to interact through virtual content in a real-world setting. For instance, shoppers in a retail store are able to visualize how different outfits look on them without actually wearing them.
With the onset of 5G technologies, more companies will look forward to taking the advantage of AR to enhance customer experience.
Businesses across all sectors have evolved at record speed, moving between digital and real worlds. We can see a deeper merging of digital and analog domains in 2021, with consumers preferring online functionality even at their local retail stores.
As the last few years have shown that agility is no more optional for a business, it’s time for organizations to respond to changing customer preferences with proactive measures and by giving them the power to shape their shopping experience.
The rise of technologies such as marketing automation and mobile CRM will play an important role in delivering a tailor-made customer experience.