Customer experience (CX) technologies are gaining traction in the evolving digital marketing landscape. While a robust CX drives market changes, it shows how every customer interacts with the brand.
There are some convincing myths about how the CX is perceived. These misconceptions create a gap between what customers expect and what they experience. Therefore, companies must debunk these ten myths to deliver the best CX.
CX is Unmeasureable, and Data is Paramount
Marketers assume that CX cannot be measured; however, that is untrue. They can measure all the actionable aspects like performance metrics, response rates, NPS, and renewals.
Though data is crucial, CX does not entirely house on data. Data and a strong focus on customer ethics will establish a seamless and unified CX.
Also Read: Five must-have Technologies in the MarTech to Enhance the Customer Experience (CX)
CX is Linear, and Customers Are Loyal Forever
CX is human-driven since customers react differently to brand websites, products, and services. One customer might like a simple website, while the other might like more color. Therefore, businesses must understand that CX is not always linear due to changing customer demands.
At the same time, not all customers get similar experiences. Customers may have numerous experiences with the same brand; hence, a single error can rapidly disturb the communication flow and reduce loyalty.
CX Equals Customer Service
While customer service is vital to CX, it does not satisfy the whole concept. Customer service refers to an interaction between a customer and a company. CX begins before the point of on boarding or sale and continues beyond the sales.
Zero Feedback Equals to Better CX
If a customer does not raise an issue or give feedback, that does not mean they are always happy and satisfied. While complaints help businesses improve CX, there are chances that the customer who does not complain might leave, and the companies will never know why they left.
Low Prices Enhance CX, and CX Begins Only After Sale
Customers prefer low prices, but that is not their only aspect. They must be satisfied and happy with the quality and price. According to the statistics by Super Office, “32 Customer Experience Statistics You Need to Know For 2023“, 86% of the buyers pay more for an excellent CX.
CX begins after a sale is one of the most convincing myths. The customers interact with the brand via a blog, call, or website. Therefore, businesses must ensure the content is structured and cohesive to achieve better CX before sales.
Only Customer Satisfaction Statistics Measures CX
Statistics are a great way to understand customers’ nerves and thoughts about the company, products, services, and customer support.
CX and customer satisfaction statistics are qualitative methods to understand the customer experience. Surveys help businesses understand customer psyche, but CX metrics like purchase frequency help understand customers better.
No Innovations, No CX
Many marketers feel that no innovation leads to zero CX. Innovating without adhering to the CX basics will lead to no impact whatsoever. Companies sometimes aim to make products by incorporating AI and VR. However, the CX seeks to enhance the current practices and customer interaction.
Always Need to Avoid Customer Dissatisfaction
The 80/20 formula of retaining customers is true since customers might always be dissatisfied at a certain point in time. Marketers cannot eliminate it. Avoiding customer dissatisfaction 100% is impossible for a company.
AI is Not the Ultimate Solution
As per a recent report by Deloitte, “State of AI in the Enterprise 5th Edition report,” 94% of business leaders agree that AI is vital to success in the next five years. Meanwhile, 82% indicated that their employees believe working with AI will improve their performance.
However, AI can sometimes overpromise with CX since AI is not a feature but a method of implementing a feature. It helps marketers to make decisions based on data analysis, collection, and trending observations. They can use AI to optimize marketing teams or conduct tactical tasks efficiently that don’t require human intervention.
It allows businesses to achieve tailored marketing with maximum efficiency. But don’t readily choose AI when picking a solution to the marketing problem. Companies must continuously evaluate how AI can address the issues.
One Bad Experience Will Not Have Lasting Effect
Customers look for better experiences from brands each time they interact with them. However, a bad experience with the business will likely depart them from the brand. Hence, companies must increasingly focus on long-term customer experience solutions. Customer behavior prediction tools will assist them in understanding why customers leave and how to prevent it.
Conclusion
Businesses can create a powerful CX by embracing a mobile-friendly and AI-driven mindset. At the same time, personalization will significantly boost CX. Customer journey mapping will also help companies to enhance CX and improve customer service.
Marketers can take the CX to the next level by optimizing customer support and offering an omnichannel experience. They can use standard benchmarks like NPS and ARR to understand how customer service teams can focus better on their expectations and requirements.
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