Customers are a lot like children, so you must keep them happy. To keep them happy, you must meet their needs, and in the case of customers, their wants. You must be available all the time and accessible from any location and from any channel. If they don’t like something, they will switch on a whim. They will also broadcast their dissatisfaction as loud as possible. They also have the power to make your day great or miserable. In the case of customers, they have more power than they’ve ever had before.
This analogy may be a bit of a stretch but there is a major race to improve the customer experience. No longer are smiling faces and pleasant voices enough to keep customers engaged and attracted to your business’s product or service. Customer experiences today are expected to be connected, seamless, integrated, automated, and personalized. An experience that does not encompass these factors can be the difference between success and failure in your company:
To do the customer experience right, five emerging technologies should be on your radar:
Data-driven insights allow for companies to deliver personalized products, services, and content. It also creates a deep connection with customers and makes them feel like you care for them.
Chatbots could possibly replace human agents in the future. With that said, humans will rely on them to deliver answers to both easy and difficult questions and deliver a natural self-service experience.
Beyond omnichannel experiences, organic channels combine dynamically to form elements of a unified whole. This allows customers to combined their channels and creates their own unique experience.
Internet of Things
The Internet of Things ensures that customer experiences emerge from real-time insights into trends and performance and allow CX users to see where updates and improvements can be made.
Machine learning and Artificial intelligence mean that customer experience applications can “learn” to generate automatically successive iterations to meet customer expectations better which result in cloud applications that evolve with customers.
There is no one-size-fits-all approach to developing a good customer experience. The right solution must be tailored to the specific needs of your business and the goals you have to raise loyal customers.
To find out more about how to raise loyal customers, click the link below for more information.