Customer Experience Trends are very interesting and important. Post-CPV, only 34% of consumers think that their shopping experience will be good or great when using a given product. This is up from only 27% a decade ago. And, it’s no wonder because the whole economy has changed. Customer Experience is now more important than ever for consumers, especially post-CPV. 38% of all consumers still care the same about shopping experience as they did before CPV. So, what does this all mean for marketers? It means we need to start paying attention to customer experience trends like never before. This means having a habit loop for marketing. It means using Facebook, Twitter, YouTube, etc.
One way this works is by using the Facebook “Like” feature on products and service pages. You can also include a short blurb about an offer or special offer. A few days later, go back to your social media pages and encourage friends to “like” or share the page – thereby giving you a second place to advertise at a lower cost. There are so many benefits to using omnichannel digital customer service methods like this.
Why? Marketers now understand how important this is. They understand that it’s not just about following leads anymore. They know that many brands are using predictive analytics to analyze where their customers are spending money. They know that in order to capture leads and convert to sales, they need to engage with customers.
They also understand that in order to maximize ROI (return on investment), they have to be sure their channels are open and clear, yet still able to manage a robust conversation with their customers. In fact, many brands are using social media to improve their overall customer experience. And one of the ways they do this is by using Facebook Live. Now companies like Dunkin’ Donuts, Starbucks, and McDonald’s are all using this powerful feature to provide detailed analytics about what their customers are saying about the brand.
So, what does all of this mean for marketers? It means that it’s time to start planning for the future. Start planning ahead for how your company will continue to evolve. Consider implementing an omnichannel customer experience strategy. It’s faster, easier and less costly than traditional channels. And it’s another way to capitalize on Facebook’s influence.
The days of waiting for traditional channels to catch up are over. Now, if you want to truly embrace the future of customer service and achieve superior results, you need to focus on being an omnichannel service company. With so many brands using social media to communicate with customers, and with so many more brands following suit, the need for effective communication strategies just got even stronger.
This new focus has begun to shape up as the next wave of digital transformation. Marketers can no longer afford to simply sit back and wait for the changes to happen. They need to take proactive steps now in order to leverage social media to enhance their digital service strategies. And the best news is that these companies like Deltek have taken the initiative and created bot driven chat Bots, a technology designed to automate the social media chatbot process. So before you get left behind, start planning for the future of customer service – it’s coming, it’s just not here yet.
Bot-driven chat Bots is the latest innovation in customer experience automation. These chat bots are smart agents that work in the background to help businesses serve customers better by making contactless business interactions easier and more efficient. The bots will take calls, manage calendars, manage inboxes, and even manage e-mails and their content through a web interface. Best of all, the efficiency and customizability of this technology allows organizations to move beyond traditional methods of customer experience improvement. Many companies like Deltek are already implementing Bot-driven chat Bots into their business processes and are looking forward to the future.
In a year from now, we’ll see a dramatic increase in the use of digital customer assistance services. We’ll also see more extensive integration of e-commerce systems, more personalized tools for end users, and greater ease of automation. We can look forward to increased focus, more engagement, and enhanced productivity. But even as we move towards the future of digital experience management, we need to be cognizant that there will always be a balance between organizational objectives and the boundaries of an organization’s responsibility to its customers.
In order to successfully implement the changes needed to create a more customer-centric organization, we have to be very cognizant of what our company stands for, and have a plan for aligning our values with those of the customers we serve. It’s important that we continue to evolve with our customers and continue to focus on providing them with products and services they need and want. But we also need to have a firm grasp on the ways in which we can improve the way that we do business. For example, in terms of creating an improved corporate culture, the focus of the next five years will clearly need to be on improving the level of service provided to customers, as well as defining a clear corporate culture that’s distinct from our competitors’ but which is closely aligned with the mission and vision of the company.