There is no surprise in mentioning that customer experience (CX) is one of the most critical aspects for any business in today’s digital world. So here we will discuss the future of Customer experience to get some ideas to improve it. CX impacts everything from brand loyalty to future sales and revenue.” Global spending on CX has reached $500 billion in 2019; by 2022, it will reach $640 billion. (Ref: www.statista.com/statistics/1040257/worldwide-customer-experience-technology-spending/)
There are also many questions, which awaken the interest in improving the customer experience at its best. Some of them are:
- What are some ways that businesses can improve their digital strategy?
- How does technology impact culture within an organization?
- What are the benefits of investing in better tech solutions?
This article answers these questions with a touch of practical facts as we digitally dive into the future of customer experience.
As customer experience evolves, it’s not just enough to provide a great product or service; you need to also think about the customer journey and how it unfolds digitally. This blog explores the impact of CX on business revenue and shares the required tactics to stay ahead of the curve in customer experience.
- Significance of Customer Experience:
The world has changed drastically since we first started developing consumer businesses. Then, there was no such thing as social media or smartphones – now you can’t go anywhere without being bombarded by both! There’s a screen looking back at you with ads on it ready to catch your eye no matter where you look.
Businesses need to keep up with the latest trends to provide the best possible experience for their customers. For a great customer experience, 86% of users are inclined to pay more. (Ref: www.pwc.com/us/en/advisory-services/publications/consumer-intelligence-series/pwc-consumer-intelligence-series-customer-experience.pdf).
In today’s digital age, customer experience is everything, and businesses that don’t focus on providing a great customer experience will likely see decreased profits.
- Effect of Digital Marketing:
There are many different ways businesses can improve customer experience, but digital marketing techniques are most important. By using digital marketing, companies can connect with their customers in new and innovative ways, improving the overall customer experience.
Digital marketing is constantly evolving, and businesses need to adapt to new changes to stay ahead of the competition. For example, in the customer experience, it’s essential to keep up with customer service channels, customer data and analytics, automation tools, website design and development, online customer interaction, and customer retention.
Businesses that don’t focus on customer experience will likely see decreased profits. Digital marketing is one way that companies can improve customer experience. Companies need to adapt to new digital marketing changes to stay ahead of the competition.
- Investing in SSL certificate to enhance customer experience
The foundation of any business is built on trust. Engendering trust is all the more important in the eCommerce business because customers cannot verify the physical existence of the company and get a first-hand feel of the product or the services offered. Therefore, besides displaying genuine reviews and optimized product images, website owners must invest in an SSL certificate to let the customers know that they value and secure their confidential information such as credit card and debit card details.
Secure Socket Layer or SSL is a security protocol that provides a secure tunnel to exchange encrypted data between the two communicating entities.
When the consumers see the secure padlock in the address bar, they get a sense of assurance that malicious entities will not exploit their PII. This essential yet straightforward protocol plays a vital role in enhancing the customer experience.
Suppose you are on a tight budget and are looking for a cheap yet premium SSL certificate for your online business. In that case, you may consider investing in a Comodo Positive SSL or RapidSSL. They offer reliable security at affordable prices.
- Beyond Conventional Engagements:
Customer experience was primarily about delivering a consistent and satisfactory service or product in the past. As a result, organizations would focus on meeting customer needs through conventional engagements such as customer service telephone lines and contact centers, retail outlets, or websites. However, customer experience is evolving quickly, and organizations need to find new ways to engage with customers if they want to keep up.
More than 77% of CEOs said their organization would change how it interacts and engages with its customers in the globalized era. (Ref: www.accenture.com/us-en/insights/interactive/business-of-experience?c=acn_glb_salesforcecustomedium_12061904&n=smc_0321) Hence, customer experience is the key to running a company successfully. Nowadays, customers expect more than a simple transaction. They want an engaging experience that meets their individual needs and provides value beyond the product or service. This means that organizations need to move away from conventional engagements and find new ways to connect with customers.
One way to do this is by using digital channels such as social media, chatbots, and customer portals. These channels allow organizations to communicate with customers in personal and relevant ways. They also provide opportunities for customer feedback and collaboration, which can help to improve the customer experience.
Another way to improve customer experience is by using artificial intelligence (AI) and machine learning. AI can be used to understand customer needs and preferences and then recommend products or services that meet those needs. Machine learning can also be used to track customer behavior over time and develop a profile of each customer. This allows organizations to provide customized experiences tailored to each customer’s individual needs.
Customer experience is no longer about conventional engagements. Instead, organizations need to find new ways to connect with customers and meet their needs through digital channels and AI/machine learning. In other words, customer experience has evolved from conventional engagements to be Beyond Conventional Engagements.
- Product Suggestions and Surveys
Customer service via text or voice messages is increasingly used by companies that want to provide customer support without needing a human customer service representative behind the computer screen 24/7.
The technology is there, along with AI assistants like Siri, Cortana, Google Now, and Alexa; it’s only a matter of time before this customer demand becomes standard across all industries. Customer satisfaction feedback survey through live video sessions – customers already share too much information on social media about their experiences with products and services they’ve tried recently.
Businesses can take advantage of that fact by providing customer service through live video sessions. This would help companies to see customer reactions to their product or service in real-time and potentially stop any negative customer feedback before it starts spreading.
Improved customer experience with subscription products is a little more general. Still, it’s worth mentioning that businesses should focus on providing an improved customer experience for those subscribed to their product or service. This could mean faster customer support response times to exclusive deals and early access to new features/products.
Practical though the present era is solely dependent on customer experience, the future world takes more ahead than this, where customer experience only will be a crucial differentiator for businesses. Companies that have invested in creating an excellent customer experience will do better than those that haven’t. They’ll also outperform their competitors in revenue and profitability because they’re investing in something customers can’t get elsewhere! The takeaway? Investing in your customer’s happiness is well worth it. So put more effort into delivering a great CX today, so you don’t miss out on tomorrow’s success story.
Also Read – How To Retain Customer In Covid-19 Pandemic?