The customer experience in the digital era is something that is continuously evolving. Eventually, the goal isn’t to follow the latest trends but to understand the trends that will be happening in the future.
The question is – how do you do that? Most people don’t have a crystal ball lying around.
Don’t worry. Here you can find some of the expected customer experience trends to keep in mind through 2020 and beyond.
The Importance of Customer Experience
There are many businesses making it a priority to transform their customer experience. This means if you aren’t making these changes, too, you’re going to be left behind.
When you develop and enhance your customer experience, your business will have the ability to demand a premium for the services and products they offer. Conversely, poor customer experience will result in the loss of customers. Up to 33% of customers would consider making a change to the competition after just one subpar incident.
CX is so important that researchers have predicted it’s going to overtake product and price as the main competitive differentiator. Since the stakes are higher than ever, it pays to know the customer experience trends for 2020.
The Rise for Self-Help and Self-Service
Up to 71% of customers would rather handle issues themselves, rather than having to speak to a live agent.
The main reason that self-service is becoming more popular is that most people want to feel as though they are in control of their decisions. You know what you want and what problems you have to deal with.
Today, most call centers will also leverage tools such as knowledge bases and FAQs to help answer questions their customers have. Virtual assistants enable customers to find the answers they want for themselves, although it’s vital that they are able to do so quickly and easily.
It is a win-win for everyone who is involved because self-service helps raise customer satisfaction and alleviate many pain points for employees dealing with customers directly.
Thoughtfulness is Paramount
For many decades, brands have wondered how to connect with customers and provide quality experiences. All this time, the answer has been right there. Rather than worrying about the latest technology, brands need to think about the psychological foundation of their business.
Before using the technology offered, customers need to feel like they are acknowledged and understood. While feelings alone aren’t considered a hard business metric, more and more companies are starting to take customer feelings much more seriously.
Customers who feel as though they have an emotional connection to a brand will grow to become loyal advocates, make purchases over and over again, and recommend the brand to friends and family members. Rather than just focusing on the product or solutions offered to customers, brands have to first build trust and thoughtful relationships.
Consider how your customers feel about your brand. Do they value your services? How could you create an emotional connection with your customers?
Thoughtfulness is derived from developing and maintaining a customer-centric mindset where everyone is dedicated to offering the best solutions and services for customers. This expands into a thoughtful culture for employees. They should feel valued and have the tools needed to do their jobs.
While there is a lot of talk about technology in the future, a push in 2020 is going to be for a more thoughtful mindset.
An Increased Presence of Bots in the Digital Customer Experience
While this may seem to argue with the above points, the fact is, chatbots are much more than just simple customer service tools. Chatbots are also great for sales and marketing.
Also, businesses are starting to integrate chatbots with social media to automatically respond to direct messages from customers.
There are two main advantages offered by chatbots compared to talking with a human – availability, and speed. AI (artificial intelligence) can handle more queries than humans, and they do this at a near-instant speed.
Transparency in Customer Service
Customers are savvier than they have ever been in the past. They are constantly searching for “red flags” with businesses. They also feel more confident giving a business their money when they are aware of if the practices are ethical and if the business’s vision complies with their own.
In 2020, transparency is going to continue to grow regarding the customer experience.
There’s no need to go overboard. After all, the world is already in a state of information oversaturation. You don’t need to add unnecessarily to this noise.
An example that is important to mention and understand here is customer wait times. This is another benefit of being transparent with customers, too.
After a visitor is aware of how long they have to wait, the queuing is going to stop being so frustrating. You need to be sure that your predicted wait times are accurate, or customers will walk away.
The same concept applies to other aspects of customer experience – don’t keep customers in the dark or they will go to your more transparent competition.
Improving Your Customer Experience in 2020 and Beyond
If you want to improve your customer experience in 2020, be sure to implement the information found here. Doing so will help ensure your customers have a positive experience with your brand and that they continue to come back to you time and time again.
If you aren’t sure you can implement the trends mentioned above in your existing strategies, or if you need help, contact us. Our team can evaluate your current customer experience and offer advice and guidance to help you improve it. By working with us, you can feel confident your CX will improve and keep customers coming back.
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