Four Customer Experience Lessons from 2020 that can Help CMOs Advance their CX Strategy in 2021

Customer experience has become a priority for many brands in recent years. However, its criticality gained attention when the pandemic hit and brands were forced to develop strategies for delivering exceptional experiences.

In the wake of the pandemic, customers’ behavior has changed drastically. The constantly changing market dynamics left no choice for brands but to continuously reassess their platforms for delivering personalized customer experience.

Furthermore, as digital has become the key medium for conducting business operations, brands need to learn and devise various strategies that will provide high-performance impact across multiple platforms.

Brands have learned many lessons from the pandemic that will help them prepare for the unexpected. However, these four pointers can help them to transform their CX measures as well as connect more intuitively with their customers.

Also Read: Lessons from the Pandemic for Maximizing ROI in 2021

• Customers need financial breaks

When the pandemic hit, most businesses were struggling to meet their payment goals due to loss of revenue and a threat to their entire business operation. However, the brands that allowed their customers to pay their dues later without additional fees were able to strengthen and build a long-term relationship with their customers.

Though these brands saw a dip in their revenue generation, this act of empathy has gained them a reputation for being compassionate, sincere and conscientious.

• Customers desire frictionless brand transactions

For a brand to achieve its long-term goals, it should have a customer base that makes multiple purchases over time. The pandemic has shown them that even a few loyal customers can play a huge role in keeping the business afloat.

Losing customers to poor customer journeys can make it difficult for brands to make personal connections and hurt their reputation. Therefore, it is crucial that brands iron out their customer journeys to deliver smooth customer experiences.

Businesses must strive to provide a high-quality experience to their customers every time they interact with their brands.

• Customers expect solutions that address their pain points

2020 has shown that it is essential for brands to create solutions based on a deeper understanding of their customers. To truly build exceptional customer journeys, brands must understand what matters most to their customers.

Customers expect their brands to treat them as individuals and not as a large set of numbers on a datasheet. The data points can help brands to gain insight into their buyers’ group, but, only by genuinely diving deep into the needs and pain points of the customers can various opportunities for relationship building are unlocked.

Also Read: It is Time for Brands to Reset their CX Strategy Maximum Outcomes

• Customers want a ‘personal touch to their products

2020 has shown that only the brands that made every interaction with their customers memorable and how they made their customers feel after each interaction, saw exponential growth.

Providing post-sale check-ins as well as customer support is a must. Brands that appropriately respond to their customers and empathize with them are the ones that will be able to craft compelling customer experiences.