It is interesting to note these trends and how it is beginning to dictate how customers will respond to businesses in 2021
I will share some of the top trends visible in the customer digital experience which you must have personally experienced.
Leveraging on these trends will help you stand out from your competition in 2021 and beyond.
An ever-growing presence of bots in the current digital experience:
Have you noticed the increasing number of chatbots on visited sites all geared to offer you help in real-time, well chatbots like Chatterbot, are beyond customer conversational support tools? Chatbots can also be incredible for marketing promotions and closing sales.
Chatbots provide us with two major benefits over talking with a human: speed and accessibility. Artificial Intelligence (AI) can deal with a larger number of inquiries than people, and they do that very quickly and swiftly. If you are a smartketer, this is a trend you must leverage immediately.
Strike a perfect balance between humans and automation(Machines):
These two initial trends may appear to be opposing at the surface, yet they are most certainly not! Automation is an extraordinary path for an organization to do more with less and diminish costs related to client care. Some studies throw up consumers’ opinion about this and from it, you realize that Human client assistance specialists are as yet a MUST for organizations. 36% of customers use chatbots and this could be as a result of customers who are yet to fully embrace and trust chatbots. Even though it is argued that the use of chatbots will increase as seen in a study, it is estimated that by 2024, the chatbot industry is expected to hit $9.4 billion.
The fact remains that human client reps will still be in demand as they are a very important part of the ecosystem. So for 2021 and beyond, you must strike a balance between automation and your human reps as most of your customers will still demand a human client rep for that personal touch.
Customers expect hyper-personalized experiences:
Customizing personalized experiences for consumers is needed now more than ever, consumers want hyper-personalized experiences even more now that there is the availability of big data that makes this more possible.
Brands that recognize their consumers by name, past purchase history, suggest similar or complementary products based on insights derived from their recent transactions online are more likely to double down on their sales. 86% of customers are ready to pay more for a better-personalized customer experience.
Accenture also attests to this when it says “75% of consumers are more likely to purchase from such a brand. To achieve this, brands can segment their campaign strategies by grouping their customers by their characteristics and purchase habits. Email marketing can easily achieve this goal, this is purposeful marketing. This is one major strategy adopted by e-commerce platforms.
If a customer recently purchased a facial scrub from a cosmetics store, for example, such buyers may get recommendations on other types of facial scrub available or even a recommendation on what to use the facial scrub with.
Your shoppers prioritize transparency:
This is in no way the least of them all and personally, in the hierarchy of listed trends, this is perhaps the most important. Transparency in the digital age is perhaps the most significant and pressing client experience’s priorities. Being profoundly transparent in communication media, be it advertising, policy formulations, etc. can help maintain and keep up trust with your customers.
Transparency, authenticity, and brand sincerity can likewise be showcased through all forms of marketing a brand embarks on. Clients appreciate reliable information that corresponds with a brand’s promises and values.
Sooner or later, consumers will always find out the truth about the brand if you had been wrongly communicating with them and this may dent the brand’s image and identity that have been meticulously crafted and built.
Diligently seek for insights to improve on your transparency to your customers. This will particularly be significant since more shopper information is being gathered carefully than at any time in recent time.
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