Maya Angelou once said: People forget what you say, but they never forget how you made them feel. Rightly said: People don't buy great products; they buy better versions of themselves.
That's the power of an unsurpassable customer experience of a brand.
Great customer experience is a strong differentiator. It is an integrated mix of
It wasn’t until the pandemic that people realized the potential of excelling in their digital experiences. The world briefly took a pause due to the pandemic, but the web didn't! In fact, it exploded and accelerated towards digital adoption.
Further, this behavioral shift of consumers to digital commerce highlights the need for organizations to fine-tune their customer experience management and strategy. It was crucial to ensure that their brand lived up to the expectations of consumers who are now living in a digital economy.
With this said, you will agree with us if we say that customer demand for personalized engagement is most likely to continue in the year 2022 and beyond. That said, for savvy brands and retailers, strategies for delivering best-in-class experiences is a top priority.
The world expects brands to put customer experience at the center of their every business strategy. It would not be just digital-first; it would be an "eCommerce First Strategy." The most successful retailers will focus not only on getting the buyer's early attention but will also extend the focus to customer service experience to turn them into loyal customers.
Moreover, to meet the needs of digital customers in 2022, organizations need to build omnichannel customer experiences. The use of advanced technologies for smart recommendations, automation, personalization, as well as contextual relevance, will help serve the right digital experience to the right customer at the right time.
Now that you are well acquainted with the demands of the customers, let's move ahead to the best practices to achieve high impact results.
Great experiences build solid connections, and solid connections build long-term relations - this stays true for any business! Whether you are a B2B or B2C, customers will compare the best experiences that they have had.
So to help you accomplish this milestone for your business, we have listed some eye opening tips. Read on.
In-person (physical) interaction is critical for impactful customer experiences, but the pandemic has taught us that "personal" isn't synonymous with "in person."
Trust and empathy are the underlying factors of the human experience. By understanding consumers' values and emotions, businesses can ensure that their brand promises are aligned with what is most cared for by their audiences.
Logic powered the workplace, whereas emotions were meant for the home. Home and workplace detachments will blur in 2020. Brands need to place themselves in their customers' shoes (literally) to remodel consumer experiences successfully.
New customer journeys that connect customers on an emotional level will need to be re-imagined. These journeys will create more positive perceptions of brand value, leading to greater customer retention and customer lifetime value.
The marketing practices of popular brands have reinforced that the foundation for any business is people (customers and employees alike) and relationships. Businesses must prioritize what these people need and want over anything else.
In the coming years, customers will expect seamless and consistent shopping experiences, elevating the current trend for contact-less commerce.
In 2022, we can observe how technology and automation are augmenting human interactions - the new normal that we started witnessing this year.
As digital technology takes center stage in providing a contactless customer service experience, the key differentiator in 2022 will be in building digital services that demonstrate care and comfort, trust and confidence, control & convenience to customers, thus strengthening the relationships with them.
As the global pandemic restricted in-person communications, customers across all age groups increasingly relied on technology to communicate with businesses.
Hence, it necessitated brands to deliver seamless and consistent customer experience across varied online channels, multiple screens, social media platforms, instant messaging, voice assistants and more.
Traditional customer profiles are becoming deeper and broader, and leading technology organizations are deploying advanced systems that provide a unified view of the customer journey across multiple channels.
Brands with strong digital experience offerings like intuitive mobile browsing, rich UI/UX, voice commerce, multiple payment options, AI-driven chatbots, and accurate & personalized recommendations will win 2021 and beyond.
Data, and its effective usage, is the lifeblood of creating an exceptional customer experience. Success will come to those who interweave data into the heart of everything they do, base every CX decision on customer insights.
Customer insights and customer intelligence are vital outputs of effective digital technology implementation. Organizations must democratize data, harness data intelligence services, manage outcomes and deliver business relevant and timely insights.
As digital becomes the primary mode of engagement for consumers, while designing the customer journey, digital marketers will be required to take a step forward of taking ownership of every possible consumer touchpoint.
2020 has taught businesses that meaningful and contextual connections are crucial to win the new digital consumer. Whether it is a B2B or B2C business, using data insights into your customers' experience will be pivotal in building a solid foundation of a customer relationship. Since the customers are now demanding a more seamless and consistent experience across all digital channels, better use of data, and intelligent insights will be crucial.
Timely and relevant personalized content is necessary for effective customer experience management. Achieving this requires integrated data across multiple platforms, but most importantly, integrated people from marketing, data, technology, service, and operations.
Better targeted CTAs (prompting the consumer to take the desired action) can be implemented by increased use of behavioral data analysis and mapping value points in consumers' purchase journey. Brands will have a major focus on capturing first-party data for driving meaningful personalization and seamless experience across devices and technology platforms.
Your customers are always right. And we are always here to help.
Your customers deserve more than just a great product that your eCommerce store offers. They deserve the best customer service experience too. A comprehensive suite of eCommerce Support Services and Data Services from TransForm Solutions ensures an incredible end-to-end shopping experiences for your customers.