The arrival of the internet age has changed the whole approach to customer interaction and behaviour. While earlier the emphasis was on consumerism and self-gratification by ownership, the world is now becoming increasingly experiential. The new generation customer has more money to spend, but less inclination to do so on things that don’t offer a quality and shareable experience. Communication has now shifted from offline to online, and today’s customer is ‘always-connected.’ Therefore, to score with such customers, businesses need to offer an unmatched customer experience.
Unlike the past when companies dictated their customer experience strategies, customer is the King now. While creating their products or UI/UX Design, companies must devote utmost attention and resources to cater to customer demands. A great customer experience works as a fantastic marketing tool and results in the growth of business. Happy customers post their opinions and positive feedback on social media and terrible experiences also go viral. In recent years, we have witnessed how a few isolated yet bad customer experiences have caused several international airlines tens of millions of dollars.
It is a make-or-break scnario
Large organizations have Customer Experience Management (CEM or CXM) systems to monitor and follow the customer interactions with their brands on various digital and social media platforms. In today’s highly competitive business environment, it is customer experience that differentiates between brands. A faster, more convenient, congenial and knowledgeable response leads to better customer experience and high approval ratings of the brand. In a survey involving 15,000 users spread across 12 countries, about 60% stated that they would not do business with a company that has unfriendly service and almost half of the customers mentioned that they would not interact with a brand that has employees with poor knowledge or lack in trust. Almost one-third of the respondents won’t hesitate to leave their favourite brand if they encounter a bad experience. While this digital transformation has made customer experience vital to brand success, it has also made it possible to incorporate certain tools and strategies to UI/UX Design to enhance brand reputation by offering superior CX. Some of the major digital customer experience trends that can help improve a brand’s CX are as follows.
The world is set for a massive digital transformation. Brands that are able to leverage this technological revolution towards enhancing their customer experience will remain at the top in the future