6 Customer Experience Trends that Define 2022
Customer experience is one of the top priorities for competitive companies this year. Learn more about what companies are doing to gain an edge in 2022.
Successful companies have been trying to figure out how to deliver an impactful experience to customers to make them stay and encourage others to enter the sales funnel. According to a survey, 45.9% of business professionals say that customer experience is the top priority of their business in the next five years, beating product (33.6%) and pricing (20.5%).
But how do companies elevate their customer experience strategies in 2022? Here’s how:
1. Businesses are improving their personalization strategies
Personalization is all about ensuring that the product and service the brand offers meet the individual requirements of a target customer.
When customers receive a product and service that is relevant and responsive to their needs and preferences, they are more likely to get satisfied with the brand. This makes them more likely to stay and purchase again in the future.
In fact, according to research, 86% of buyers are willing to pay more for a great customer experience. Additionally, in another report, 49% of buyers claim to have made an on-the-spot purchase simply because they have received a personalized experience.
2. More omnichannel experiences for customers
An omnichannel experience is achieved when businesses deliver a constant and seamless experience across a variety of communication channels such as email, social media chat, and website chatbots using consumers’ different devices, behaviors, and choices.
If you want to know more about omnichannel experiences, here’s how you can adopt an omnichannel digital strategy.
3. Customer loyalty remains a priority
Many businesses found that making customers stay is much cheaper than getting new customers— and it has led to an increase in sales. That’s why customer loyalty remains a priority for competitive businesses this year.
Check out these five important techniques for effective customer retention.
4. Customer reviews matter now more than ever
According to McKinsey, customer reviews now have more influence on consumers than any marketing strategy, especially during the pandemic. And this trend is more likely to stay post-recovery.
Customers leave online reviews to inform others about their customer experience. Many customers look for overall product performance and buyer satisfaction when reading reviews.
Online reviews also help new potential customers learn more about a business. According to Statista, 93.4% of customers check and read customer reviews first before buying from an unfamiliar online business.
5. The rise of predictive analytics
To leverage customer experience, companies also invest in tools and technologies that allow for predictive analytics. This helps them understand their customers more deeply and amplify the impact of their customer experience.
Companies can also track their customer experience performance through surveys, gather customer feedback, and act on the data they’ve gathered from these surveys. This helps them spot the weaknesses in their strategy and improve it.
Learn more about customer profiling here:
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