Transformation is inevitable, whether it is times or trends. In the era of digitalization, businesses follow different trends, technologies, strategies to escalate their business.
The customer experience (CX) is one of the most crucial and impactful trends, which is the key to success for almost every marketer or business strategist.
Your ultimate goal is to increase sales by satisfying your customers, so it is essential to understand the business perspective through customers' eyes. Let's comprehend what trends play in customers' decisions, behavior, or planning when they experience any product or service.
Why is Customer Utmost Important in 2022?
Your customer success is the pivot for your business. It plays a huge role in brand credibility, brand recognition, and boosting sales. As per a report by Gartner, more than 81% of businesses believe that customer satisfaction is the main competition area in 2022.
According to PWC, approximately 86% of consumers are ready to pay more for a better customer experience. In addition, CX creates an incredible impact on on-the-spot purchasing.
Focusing on maximizing customers' satisfaction compels them to know more about your brand, suggest others buy your products and provide competitive advantages that stand you out amongst others.
Statistics Around the Important of CX in 2022
These statistics will provide concise and thorough information about the significance of CX in 2022.
According to GrooveHq, nearly 84% of businesses focus on improving customer service.
As per a report by New Voice Media, after an optimistic experience, nearly 69% of customers would endorse the company others.
Harvard Business Review says that consumers who had positive experiences spend 140% more than others.
According to PR Newswire, more than 81% of businesses consider consumer experience as a competitive differentiator.
Nearly 70% of Americans have spent more money to continue business with a company that provides exceptional service.
As stated by Hubspot, nearly 83% of businesses believe that keeping customers happy grows revenue.
96% of customers believe that customer service is crucial in their choice of allegiance to a brand, as reported by Microsoft.
According to Infosys, companies who implement a customer-centric strategy are 60% more profitable.
Digital Trends That Enhance CX Like Never Before
The most prevalent, significant, and demanding digital trends that companies utilize to grow their businesses
Robotics Process Automation (RPA)
RPA technology automates digital tasks. It creates enormous impacts on CX. According to Micro Focus, nearly 69% of businesses have implemented RPA, and they received a favorable response. More than 42% of companies have achieved their business goal after executing RPA.
It substitutes manual tasks and decision-making with software programs. Different industries, such as IT, banks, hospitality, estate, etc., adopt this technology as it is highly effective for customer-facing operations by reducing the efforts.
RPA enhances agent confidence standardize CX-related tasks data entry, call scoring, analyzing, etc. Furthermore, it mechanically recognizes agent necessities and conveys the information.
One of the most crucial factors for CX is transparency. Customers are ready to pay more for clarity. Nowadays, consumers are tech-savvy, and they are particular about what they are sharing. Therefore, they need transparency as to where the data is used.
Encourage peer-to-peer communication through the newsletters by setting up a secure system to determine the authenticity of the data, utilizing advanced technologies to record data reports and store them on the backend server. As a result, you can boost credibility amongst your customer and make your customer experience more transparent.
Customers have changed their perceptions in recent times. As a result, shopping online has become one of the most dominant platforms.
Holding information about customers' purchasing behavior can provide significant benefits to companies. Predictive analytics allow you to target your retained consumers by predicting future outcomes. With the help of predictive analytics, you can effortlessly analyze current data to make predictions. Businesses adopt different technologies, such as data mining, modeling, machine learning, etc., to make their marketing approach more effective.
If your plans don’t include mobile, your plans are not finished.”
Wendy Clark, former SVP at Coca-Cola and now CEO at DDB Worldwide
Mobile has become one of the most prevalent mediums for search. As per a report by Statista, nearly 90% of all purchase decisions happen online.
Analysts and researchers have found that the mobile-first approach prioritizes mobile-based consumers by targeting them. It provides relevant information to the customer, including website design, products design, customer support, etc.
Companies are increasingly focusing on mobile-first digital strategy as it assists in increasing customer reach, making robust connections with users, gaining critical data insights, providing positive ROI.
By comprehending the size of the touchscreen, implementing ASO, doing beta testing, keeping minimalistic designs, using push notification, you can strategize your mobile-first tactics and provide a unique experience to your customers.
Omnichannel Marketing Approach
The study says that customers are more contented with omnichannel shopping. According to Invesp, Businesses with effective omnichannel marketing
tactics retain an average of 89% of consumers. In contrast, weak omnichannel strategies gain only 33%.
It provides a steady and integrated experience to your customer across different channels. Omnichannel strategy is customer-centric, which is why it gives a better response than multichannel strategy.
With holistic research on buyers' persona, finalizing the right tool to connect with customers, gathering customers’ feedback, you can enhance your CX and persuade them to experience your product or service.
Meals on Wheel – Omnichannel Strategy in a Right Way
Meals on Wheel is one famous program that delivers meals to individuals at home who cannot purchase or prepare their food.
Meals on Wheel designed a creative campaign where they appealed to their donor to help needy people on the occasion of Christmas. Initially, they worked with the data analysts to find the most responsive donor, and then they created personalized emails. That email consisted of an innovative design mentioning how Meals on Wheel benefits the community.
The campaign received a significant response on different marketing channels. Consequently, Meals on Wheel grabbed the donor's attention and earned $230,000 new donations, 382 new donors, 75,000 direct mail pieces, and 6X omnichannel brand impressions.
Starbucks – Successful Omnichannel Tactics to Boost CX
Starbucks implemented an omnichannel retailing strategy. The brand is determined to gate-free wi-fi to make digital relationships. The customers had to register their email addresses to get free wi-fi.
The brand compiled massive data and utilized it in different ways, such as segmenting an audience, their social media presence, researching their purchasing behavior, sending highly personalized emails.
With the help of emails, the brand created well-researched campaigns and experienced positive responses on different channels. As a result, Starbucks successfully enhanced the engagement of its audience and built strong connections with them.
According to Epsilon Research, nearly 80% of customers would prefer the company offering personalization. Keeping personalization tactics
is essential to enhance CX. Customers expect much more than they used to expect from companies.
The time has changed. Suppose you want to make your personalization strategy more effective and results-driven. In that case, you need to focus on data analysis, value-added information, such as data ethics, cyber security, quick and effective services, etc. You can’t focus on sending congratulatory marketing messages.
Understanding customers’ pain points can help you in making a powerful personalization strategy.
Mistakes to Avoid While Implementing CX Strategy
Here are some crucial tips that can help your businesses to focus on CX strategy more prudently.
Lack of Understating EX
Market analysts believe that employees' experience is the new CX. Employees, who are contented, can be more productive in their tasks.
Many businesses face this issue as they cannot comprehend EX due to heavy work pressure, time restrictions, company policy, etc. Therefore, it is essential to enhance employee engagement to make them more committed and focused.
Single Channel Approach
Many businesses follow a channel-specific approach as they experience benefits in different ways from their customer, but what if challenges occur for that particular channel?
Connecting your target audience with multiple channels diminishes business risk and increases the possibility of great business.
You need to keep a 360-degree approach. It will help you understand each level of the purchasing journey, such as creating an order, submitting the order, and connecting with the audience, chats, email approach, etc.
Lack of Emotionalism
Your most unhappy customers are your greatest source of learning.”
Bill Gates, Co-founder of Microsoft and Bill & Melinda Gates Foundation
Taking customers’ emotions into consideration gives you a different perspective to understand the buyer's persona. One of the most common mistakes businesses make is paying more attention to logistics than making solid connections with customers.
If your customers feel emotionally invested in your company, they will be your long-term customer and endorse your products to others.
Getting connected with your customer on multiple channels, providing customized gifts, discounts, coupons, and sharing quick responses can help you to understand your customers in a better way.
Avoid Customers’ Feedback
Keeping your consumers’ feedback on priority is the utmost important step of enhancing your CX. Unfortunately, many companies collect the consumers' feedback but don’t take any necessary steps to solve their queries.
Resolving customers’ queries at the earliest enable companies to make better decisions.
Lack of Customer-centric Culture
A customer-centric culture is a significant component of marketing strategy. Unfortunately, some organizations lack in creating a customer-focused culture, and due to that, they face different challenges in accomplishing business outcomes.
It allows you to make strong connections with your customers and attract new customers. In addition, you can make your marketing campaigns more efficient and maximize operational activities.
Collecting data and segmenting it appropriately, working customer empathy into touchpoints, acting on feedback, and analyzing performance through cutting-edge technologies can help you make a solid customer-focused culture.
All The Customers are the same
While researching on customers, most companies make a common mistake. They consider all the customers are identical, and they design their products strategy, marketing strategy, research, campaign strategy accordingly.
Businesses need to comprehend cultural differences, ethnic groups, languages. Understanding this diversity can help in segmenting customers appropriately and innovatively. Once you know your customer's methodology to communicate with your brand, you can win a customer-centric strategy.
Every business wishes to create exceptional CX. Different industries are focused on a customer-centric strategy.
One of the biggest challenges businesses face is adopting relevant advanced technologies. In this competitive world, organizations have to conduct thorough research in adopting advanced technologies. However, different technologies such as artificial intelligence, augmented reality, programmatic advertising, big data, etc., are highly effective in providing positive outcomes.
Businesses need to adopt only those technologies that are crucial for their business and impactful.
The above-explained digital CX trends are indispensable. They are advantageous in building better brand equity, increasing lead generation, and encouraging word-of-mouth marketing by amplifying customer lifetime value.
Businesses need to be updated with information and trends. It will assist companies in widening the horizon of knowledge and accomplishing numerous businesses goal.
Frequently Asked Questions
What is CX technology?
CX technologies are the technological businesses utilized to understand customers' requirements and provide them with relevant information. Artificial intelligence, programmatic advertising, and big data are examples of CX technologies that help enhance CX.
What industries are using digital CX trends?
Aerospace, pharmaceutical, hospitality, estate, IT, education, transport, etc., are the industries adopting the latest digital CX trends.
What tools are beneficial to enhance CX?
Qualtrics CustomerXM, Medallia, Zendesh are the must-have tools to escalate your business.