Customer Experience Trends

One of the main differences between successful and unsuccessful companies is the customer experience strategies that each company uses. Additionally, having a good customer experience strategy is crucial for the satisfaction and the loyalty of a company’s target audience base.

Unfortunately, many customer experience professionals tend to struggle to design projects that will increase their customers’ loyalty and achieve decent results. The marketing leaders are also looking into developing great customer experience strategies so that they can optimize customer interactions and bring more success to the company.

Hyper-Personalized Experiences for Customers

According to some recent studies, more than half of consumers are looking for personalized experiences when interacting with companies, yet less than 50% of companies actually deliver on those experiences.

Today’s consumers are used to businesses reaching out to them in very personal ways, including personalized newsletters and emails, as well as personalized product recommendations created according to the customer’s previous purchases. This makes it a lot easier for the consumers because they can get what they’re looking for without going out of their way to look for anything.

Employee Experience

There have been countless studies suggesting that there’s a correlation between the customer experience and the employee experience, which meant that many companies have started taking the employee’s satisfaction into account through surveys, incentives, and various other strategies.

One such company is General Mills, the makers of Cheerios, that introduced its own employee experience portal, which is an intranet system that’s able to deliver personalized messages to the employees across devices to improve their engagement.

Transparency

These days, consumers want honest and friendly brands in their communications on social media platforms, such as Facebook, Twitter, and Instagram, where these companies can foster good relationships with the target audience. Additionally, with laws such as the GDPR, companies cannot target their ads to the right people as much as they used to in the past, and most brands have altogether started avoiding that strategy in regards to their attempts at transparency.

This means that consumers are looking at companies that are being honest about what they are really offering to their customers, more than ever, and companies that have taken this information and delivered have seen great success.

Predictive Analytics

While third-parties aren’t able to gather and communicate new data to marketers, there is another way for companies to try targeting their ads, and that’s through predictive analytics. With it, companies can take all of the previous data they’ve gathered, introduce statistical algorithms and machine learning, and then try to guess any future outcomes.

This is a trend that’s getting more and more popular with each passing day, which can help brands and corporations determine the responses from consumers and improve their operations through predicting inventory and managing resources. Additionally, companies are able to take advantage of many different predictive analytics solutions and software to get the best possible results.