Why will customer experience matter more than ever in 2021?
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With users' new consumption habits, 88% of companies (Source: Deloitte) are making optimizing their customer experience a priority. According to an annual report by Econsultancy and Adobe, customer experience is among the most important strategies to develop, and it will be for 2021. No consumer wants to buy from a brand that doesn't understand their needs or can't answer their questions.
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So why is customer experience so important? What are the challenges of optimizing it in 2021?
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The benefits of a good customer experience:
According to a study by Forrester, companies that have made customer experience a core focus see a 1.6-fold increase in customer satisfaction. This figure proves that these days, customer experience is no longer insignificant for both your customers and your company. Indeed, adopting a marketing strategy focused on the customer experience will also bring benefits to your company: increase of satisfied customers and therefore improvement of your CLV (Customer Life Value) but also optimization of your marketing costs.
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Integrating technology and innovation into your customer experience:
Next year, technologies will continue to grow and innovation will become more prevalent. Understanding the trends and using them effectively can help you stand out from the competition. In 2021, AI and hyper-personalization are the two main trends that will be observed in customer experience. Indeed, 40% of users don't care if they have been by a robot or a human (Apiumhub). What matters is responsiveness and relevance.
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Keep in mind current trends:
To conclude, the rise of innovation and technology is not about to stop in 2021. Integrating innovation into your customer experience is not mandatory but necessary. The idea is to join trends and customer experience to optimize the latter to make it more sustainable and appreciable for your customers.
Written by
parcelLab
Create new reasons for people to love your brand. Build standout post-sales experiences tailored to your customers. Deliver personalized touch points that grab attention and spark loyalty.
