3 Customer Experience Trends Brands Need to Pay Attention to Now
Before COVID-19, consumers never thought twice about going into a brick and mortar store to shop. And, in March, before most businesses closed their physical doors in an effort to flatten the curve, brands did everything they could to ensure consumers knew that they were taking proactive steps to handle the pandemic. But the customer experience has completely changed. For now, physical stores (of the non-essential nature) and human contact are no longer relevant, making digital interactions with customers more important than ever.
However, in today’s “I wanted it yesterday and have it customized” consumer environment, how can brands keep up?
The answer: a hyper-personalized and consistent customer experience across the channels.
Consistent Customer Experience, Everywhere
A customer should be able to access the same targeted offers, see her purchase history, or encounter the same look and feel regardless of how she interacts with the brand.
Of course, that’s a very difficult thing to accomplish. But smart brands like Sephora, Amazon, and Warby Parker manage to present a high-quality omnichannel customer experience (CX) because they understand it is essential to growing a loyal customer base. Similarly, workflow management platform Slack supports a single vision of team support across web, messaging, and other channels.
It’s time for brands to begin investing in the future of CX and digital products now. Here are the three customer experience trends marketers need to pay attention to now.