In a sales-dominated industry, we often come across the saying “Customer is always right”. Keeping that in mind, the way we make customers feel is important in the aspect of sales – so important that in fact, the existence of businesses relies on it. Simply, selling products or services isn’t as vital today as selling experiences to customers.
Customer Experience is evolving faster than ever, and it’s imperative to keep up with the latest trends in delivering optimum customer experience. Let’s find out.
Technology is a key player in shaping today’s and tomorrow’s CX, but there are other inferences involved.
Here are a few trends that are going to be big in 2022, therefore, businesses should definitely prepare themselves to keep up.
1. Augmented Reality
Augmented Reality (AR) greatly enriches the way customers interact with a brand. AR allows customers to test out products virtually by further assisting them with making decisions.
In 2014, IKEA launched a catalog that came with scannable pages.
After scanning each page or later browsing them using a smartphone, users were able to place virtual furniture in their home, which is a great experience for customers, allowing them to try out different furniture and how they stand out in their homes – all in a fun and exciting manner, and for free!
2. Predictive Analytics
With the move to e-commerce and digital trading, businesses today have a lot more data about consumers than before. This data allows them to predict consumer preferences needed for delivering highly personal ads that can be relatable or something you’re actually looking forward to buying.
Businesses are able to analyze this data and provide deeper insights into consumer choices. With the help of AI and predictive analytics, businesses are able to target the right customers, and eventually, suggest highly accurate recommendations.
3. Balance Between Human & Automation
Automation has been helping brands reduce their costs by eliminating daily obstacles while running a business. Automation, however, comes with a few drawbacks, like the lack of human touch.
Chatbots, for example, are ready to serve you across the clock but unless they’re connected with a CRM tool, they might not be quite customer-friendly.
Given the pros and cons, the best way to approach CX would be by drawing a balance between humans and automatons. For instance, Chatbots can be utilized to respond to customer FAQs, while more complicated problems can be forwarded to human experts.
4. Omnichannel Support
Omnichannel support is going to be a norm in the future in the Customer Experience industry, which In fact, is already expected from sustainably prominent brands. Businesses and Customers interact via multiple channels like Social Media, Live Chat, Hotlines, Email, and many others.
What a customer wants, however, is a seamless transition from one touchpoint to another. They want you to address their problem(s) and pick up from where they left off, even when they switch channels.
Omnichannel maps customer journey across all channels of communication and leaves your customer service executives with sufficient data, further enabling them to deliver consistent and personalized support to your clients.
5. Data Transparency
Today’s folks are quite conscious about sharing their data, as a result, factors like how their data is being used and by whom is inspected closely.
As a result, customers appreciate it when brands clearly state what data they’re going to store – that of the customer, and how they’ll use it and for what purpose(s) also; thereby, manifesting credibility and improving customer retention rate.
6. Inclusive Design
It’s important to listen to people in order to understand what they want. A lot of companies today like to listen. They hear their customers and design their products and services around the customers’ needs or preferences.
Today’s customers are well educated and diverse in nature, looking for a personalized design in products that reflect their personalities, taste, and choice.
Adidas recently launched Futurecraft – a 3D printed shoe prototype. In a world where no two feet are similar, they’ve clearly opened the gates to highly customizable shoes.
Every shoe is unique as it is designed according to an individual’s footprint.
We’re clearly entering an era where inclusive designs are in and it pays well to offer such merchandise to the people.
7. Internet of Things
Businesses are able to generate more insightful data of their customers through the Internet of Things or IoT in real-time. This helps brands improve their products and services.
IoT sensors often predict problems before they occur; additionally, they send out alerts about the problem beforehand.
By understanding customer behavior, it can greatly personalize communication for consumers and boost their satisfaction.
Now is the best time to prepare for the future. So make sure to implement the upcoming CX trends to enhance the customer experience in the days to come.