If there is one lesson that successful businesses are learning as they enter the new decade, it is that customer experience must remain a top priority in order to stay competitive.
Consumers today expect a seamless blend of efficiency, convenience, and personalization in every interaction with your product or service. This means that your customers’ loyalty is no longer based on price or product. Instead, in 2022 and beyond, the quality of experience will trump price and product as the primary brand differentiator.
So, what is the difference between those who own the customer experience and those who fall short? Here are four critical factors that any company striving for customer experience success should consider:
The Importance of Consistency
Customers expect to use services and interact with businesses on-demand, via mobile apps, wearable devices, or online platforms via a variety of communication channels, including voice, video and messaging. Consistency is essential for achieving a frictionless experience as they switch between devices and channels throughout the day.
Don’t Make Them Come to You, Go to Them!
If you’re not meeting customers on the channels they prefer and use on a daily basis, you’re likely alienating a sizable portion of your customer base. Consumers want to interact with brands through channels and platforms that they are already familiar with, such as popular social chat apps like WhatsApp and Facebook Messenger, or through video chat.
Intelligent Automation with Human Touch
Chatbots and voice virtual agents powered by AI are automating and personalizing the customer experience. Nothing, however, can replace the human touch. In some cases, businesses are using live video chat to provide face-to-face engagement to customers on a large scale.
Prioritize Security and Privacy
Customers expect businesses to take steps to protect their privacy and secure their accounts in light of rising rates of fraudulent account creation and takeover. But how can you do this without jeopardizing the user experience? Verifying new and existing users with SMS and voice two-factor authentication is one of the most painless ways to prevent fraud and build trust (2FA).
Are you ready to explore the new world of customer experience? Call Cegura Technologies today!
