Small and medium-sized businesses (SMBs) have a lot to gain by focusing on customer experience London (CX). In fact, a recent study found that businesses with a strong CX strategy have a 1.5x higher customer retention rate and 1.9x higher average order value than those without.
Here are three emerging CX trends that SMBs should watch out for:
Personalization is key
When interacting with businesses, customers expect a tailored experience. This means tailoring communications and recommendations to their individual preferences and needs. SMBs can achieve this by using data to segment their customers and provide relevant content and offers.
Self-service options are becoming more important
With the rise of digital channels, customers are increasingly looking for self-service options. SMBs can meet this demand by offering self-service portals, chatbots, and other tools that allow customers to solve their own problems quickly and easily.
CX is moving to the cloud
Cloud-based CX solutions are becoming more popular among SMBs due to their affordability and flexibility. These solutions offer features like omnichannel support, automation, and analytics that can help SMBs deliver a better CX.
By keeping up with these emerging CX trends, SMBs can stay ahead of the curve and provide a better experience for their customers. Cegura Technologies is a leader in business process management and optimizing the customer experience lifecycle, with a range of solutions that can help SMBs achieve their CX goals.
