In recent years, the buzzword Customer Experience (CX) has shaken up the marketing world like nothing else. Keeping up with the latest customer experience trends is important for marketers in the digital age, as CX continues to evolve. The top priority of companies is improving the customer experience, which leads to greater customer satisfaction.
Many companies are making it a priority to transform their customer experience, so any company that does not follow suit will be left in the dust. The premium on a company’s product can rise to 25% for those with stellar digital customer experiences.
Stats show the customer is four times as likely to switch to a competitor if they have a service-related problem. As a competitive differentiator, CX is predicted to overtake price and product soon. In this era of increased stakes, everything is on the line. To be competitive in 2022, you need to be aware of the essential customer experience trends.
1. Bringing humanity and automation into harmony
Companies can reduce costs associated with customer service by utilizing automation as well as speeding up the resolution time for simple service requests. Where does the consumer stand on this issue? Businesses still need human customer service agents. Despite this, only 63% of consumers in 2021 trust chatbots; with the ability to request a human customer service rep if necessary.
Digital CX still relies heavily on human interaction now. To provide the best customer experience, they should still be used in conjunction with chatbots.
2. The use of bots in digital customer experiences is on the rise
These first two customer experience trends may seem contradictory at the surface, but they are not. These days, chatbots such as Drift go beyond customer service. In addition to marketing and sales, chatbots can be very useful.
A chatbot can respond to direct messages from consumers via social media channels (mostly Facebook Messenger). Over chatting with a human, a chatbot offers two main advantages: speed and availability.
Using artificial intelligence (AI), you can process more queries faster than humans. It is especially important for baby boomers, who may not be as tech-savvy as their younger counterparts. The business sector can use a chatbot increasingly to answer simple questions and offer support for their customers
3. Consumers highly value Transparency
A key customer experience trend in the digital age is transparency. Transparency in advertising, pricing, business practices, etc. can help you build and maintain trust with consumers.
Transparency is demonstrated by being transparent about how the company collects and uses consumer data. Data transparency laws are the de facto norm in Europe and around the world. Marketing efforts can also show transparency and honesty. Customers appreciate messaging that reflects a brand’s values.
Despite the digital era’s tendency to expose dishonesty anyway, it still breaks the trust consumers have built over the years. Improve transparency practices and perhaps go beyond the GDPR (General Data Protection Regulation). Digital channels collect consumer data in greater numbers than ever before.
4. Importance of Data Protection
The collection of consumer data is one thing, but protecting it is quite another. Data breaches ruined the customers’ digital experiences and their trust in a business eroded. A data breach can negatively affect the image of a brand for over a year. Companies are improving data security company-wide in many ways in 2022. Digital security awareness
campaigns and making it a requirement of online training are examples of such campaigns.
5. Customers expect hyper-personalized experiences
Big data analytics provide the findings that are necessary to provide hyper-personalized experiences for consumers.
Accenture reports that 75% of consumers are more likely to buy from a company that knows their name, their purchase history, and offers recommendations based upon their purchase history.
Email marketing and e-commerce websites marketing campaigns can be segmented based on the characteristics of consumers. Likewise, customers who have previously purchased jeans may get suggestions regarding additional pants, or perhaps other clothes to complement the jeans to complete a great outfit.
This is the type of personalization that is possible through refining the digital customer experience.
Conclusion – Customer Experience Trends
To grow faster, we can focus on the above customer experience trends. There are key factors that affect customer satisfaction. However, customer satisfaction affects an organization’s profitability, as satisfied customers lead to repeat purchases, brand loyalty, and positive word of mouth.
Improve your customer satisfaction with QaizenX Customer Experience Software.