As customer experiences continue to evolve and stay the main catalyst for driving the growth of a brand, it is crucial for marketing leaders to familiarize themselves with its upcoming trends.
With digitalization taking over most of the interaction with customers, delivering a seamless customer experience has become increasingly important for brands across the landscape. Even in the aftermath of the pandemic, customer experience still tops the priority list of CMOs to say ahead of their competition.
From keeping the data of customers secure by opting for IT security risk assessments, or utilizing AI-powered chatbots to engage with the prospects 24*7, customer experience is evolving across every aspect of technology. Additionally, customer experience can also lead to high customer satisfaction. In fact, as per industry experts, customer experience should be the top priority for businesses intending to grow in 2021 and beyond.
Here are three customer experience trends that brands should watch out for to improve their customer experience in 2022 and beyond:
Maintaining the balance between manual and automation
Integrating marketing automation technology in the martech stack can help brands reduce costs associated with customer services while accelerating the resolution time for inquiries. But, brands should also concern themselves with how their customers feel about automation.
Even though brands want chatbots to respond to some of the FAQs from customers, some prospects still prefer that real people respond to their queries. With most customers still not satisfied with responses from chatbots, human customer service is still a major requirement for brands looking to expand their service offerings. Having a human touch is still vital in customer support for most brands to improve the service aspect of their digital CX.
The boom in multi-channel services
With customers looking to get in touch with brands with multiple platforms, it is crucial for brands to continue to expand their presence. In fact, as per “The Total Economic Impact of Adobe Experience Cloud 2018,” brands making investments in omnichannel customer engagement service saw the surge of their closure rates by 25% while witnessing a 10% increase in growth rate. However, it is critical that brands should be consistent while delivering their messages to the users. Additionally, it is important that they opt for the most ideal and effective means for communicating their messages. In 2022, providing reliable and consistent communication across various platforms should be on the top agenda of the brand.
Also Read: ROI Essential for B2B Marketing Success
Improving Customer Satisfaction Rating (CSAT) score
When customers have a positive experience with a brand, they are more likely to share it with their peers. On the other, if they have not satisfied with the brand, they are more likely to share their opinions with more potential customers that can impact the long-term goals of the brand. Hence, to survive and potentially thrive in the 2022 marketplace, brands will continue to take extra measures to improve the customer satisfaction rating (CSAT) score.
Brands shouldn’t also think that the absence of negative feedback means their customers are satisfied with their experiences as most customers refrain from sharing their frustrations. Thus, brands should devise strategies to continuously gather feedback, stay in touch with their customers as much as possible and understand their pain points to continuously improve their experience.
For more such updates follow us on Google News TalkCMO News.