Customer experience is the essence of every business strategy. A business can have a stellar branding, powerful business plan, and a fine marketing strategy, but if it can’t deliver an exceptional customer experience, then it’s failing.
The key to happy customers is customer experience, and as times evolve, the demands of customers have grown exponentially. Today, the majority of customer buying journeys begin at an online storefront instead of a brick-and-mortar store. Moreover, a data report shared by Statistica stated that over 40 million Americans access the internet from their mobile devices.
Therefore, brands that wish to get ahead of their competitors require a strong online customer experience strategy that exceeds the expectations of modern customers. In 2020, more and more corporations are entering the digital sphere to tap into a large pool of online consumers using a tech-centric approach.
Let’s take a look into what CX would look like in 2020 and the emerging trends that corporations are gearing up to adopt.
1. Mobile-First Approach
Smartphone ownership has been dominating the market for the last decade, or so, in fact, online shoppers use their mobile phones to purchase a new smartphone. According to reports, approximately 81% of Americans own a smartphone, and this number is only expected to rise.
Keeping this information in mind, it comes as no surprise that most buyer journeys nowadays begin online. Therefore, many businesses are emphasizing their focus on mobile users to create a shopping experience that appeals to mobile clients and puts them ahead of the race.
Experts are claiming that companies will entirely transform their business operations to deliver a mobile-first approach that prioritizes the customer experience of mobile users from the beginning to the end of their buyer journey.
E-Commerce stores and websites will be designed by abiding by mobile-friendly standards, which consist of website design, user-friendly navigation, and customer support. As we enter 2020, companies are working towards providing excellent customer experiences through mobile on all channels, so it boosts their visibility online and drives sales.
Here are a few ways that you can deliver better customer experience through the mobile platform:
- Predict and personalize: follow your consumer’s behaviour on all platforms to predict their behaviour and solve problems before they occur. Moreover, they offer personalized services as per the preference of each consumer.
- Personable: Come across as friendly and easy to talk to on mobile chat. Make it look like the consumer is having a chat with their friend instead of a support representative.
With the rise of online shoppers, e-commerce stores have witnessed an overwhelming amount of orders, responses, and customer feedback. Most of these tasks are incredibly repetitive and tiring to customer service agents. What is more, customer service representatives are famous for being the opposite of friendly, which often leads to dissatisfied customers.
This has brought about the implementation of AI-powered chatbots that can act as virtual assistants for companies. Gartner claimed that by 2020, 85% of interactions between customers and businesses will be handled by chatbots, self-service programs, or virtual assistants. Not only can chatbots handle a large volume of customers, but they can also do so with extreme finesse and accuracy; without requiring any human interference.
Currently, many websites have implemented live-chat support and AI chatbots that offer real-time responses instantly, handle queries, and direct customers to the right info. It’s safe to assume that we’re going to see a lot more of business intelligence in different industries to deliver value and unique customer experiences across the board.
3. Omni-Channel Delivery
Today’s modern and tech-savvy consumers are constantly searching for brands that have a presence on every known platform. This means that their favourite companies are expected to be active on that network, while simultaneously delivering a top-class experience.
Brands that are too late to realize this trend will witness a significant drop in customer retention as consumer expectations are ever-changing. Therefore, brands are advised to be always listening and have their thinking hats on so they’re ready to grow and adapt to the times with their customers.
Additionally, brad experience should be the same across every platform, as this could lead to conflicted feelings and doubts in customers. Focus on maintaining the experience level on all platforms from social media to app and website.
4. Augmented Reality
Augmented reality is being implemented by brands to give customers a modernized and realistic user experience to make them more inclined to convert. Brands like Ikea and other furniture companies are already making use of this technology in their app, where prospects can select furniture and virtually place it in their homes.
Augmented reality enables the customer to see an almost realistic image of what the product would look and enables them to make an informed buying decision. The idea of AR solutions is to lower uncertainty in customers and make their experience as thrilling and seamless as possible. We will see a lot more of this technology in the gaming, household items, and fashion industry in 2020.
5. Consumers Will Ask For Transparency
More than anything, today’s customers ask for an unparalleled level of transparency from their favourite brands and online stores. Recent research conducted by Sprout Social backs up this claim by stating that 86% of customers want businesses to be honest throughout their buyer journey.
Consumers truly value brands that prioritize honesty and transparency as it shows accountability and identifies them as authentic and reliable. Brands shouldn’t just focus on highlighting product information, but also offer valuable details regarding the creation of the product and how it reflects their business values.
Make them feel valued and empowered with the information you provide as your customers are your actual brand ambassadors. When you present an honest front with your clients from start to finish, it results in a seamless buying journey and enhances the customer experience. As consumers become smarter, they’ve become keen to know about every step of their purchase, which means that the demand for transparency will rise in the future.
6. Companies Will Show More Interest In Machine Learning
Machine learning and artificial intelligence are creating opportunities for businesses to automate their operations model. Simply, the concept behind this is that machine learning enables computers to find data without being instructed where to look.
It has capabilities to tackle massive volumes of complex user data and identify patterns that can drive long-term changes. For instance, it can map and monitor customer data to create customized journeys that are tailored to their interests and product preferences.
7. Predictive analysis will drive personalization
Another rising technology is the predictive analysis, where many businesses are investing in 2020 to create highly personalized shopping experiences. Not only that, but companies are leveraging machine learning software to predict what happens next and detect potential frauds and scams.
Essentially, predictive analysis is being used in multiple ways to deliver exceptional customer experiences. A popular example of a brand using this technology is Netflix and similar movie streaming platforms. Here are some of the types of analytics businesses are using in 2020 to improve brand experience and boost sales.
- Real-Time Customer Feedback
The benefits of predictive analytics are vast, but one of their major perks is that it empowers companies to shape the customer’s experience while it’s taking place. Naturally, it is triggered by a set of actions taken by the customer, which influences the kind of content and product recommendations they receive throughout their experience.
- Optimized Pricing Model
Businesses around the globe are utilizing the predictive analysis to modify their pricing models based on each customer’s unique requirement. Insurance companies are one of the main examples of industries that are implementing predictive analytics in their business strategy.
They use a variety of sensors and smart tools that can identify the driving patterns of customers and use that data to customize the rates for each customer, depending on the probability of them getting into an accident.
Times are changing, and businesses are gearing up to implement AI-powered tools and automated systems that provide smooth communication and stellar brand experience. Customers are no longer tolerant of obsolete technology.
Thus businesses should speed up the transition to modern and robust technology. It’s like when the world made the shift from coaxial cables to fiber optics, which enable better communication and security.
The year 2020 is when many global brands and businesses are leaping into the tech-centric world. If these brands want customers to continue to enjoy their products, they must follow the current trends and enhance their infrastructure. This means that they utilize the right solutions to deliver the utmost convenience and an excellent customer experience that drives sales and success.
With Crowdfire, you can find curated content, schedule your posts, engage with your audience, deep-dive into analytics and create custom reports. Now introducing Social listening. Try it for free.