There’s no question that the customer experience (CX) has undergone a dramatic shift in the past few years. Consumers are online more than ever. Like the rest of daily life, CX has become a true blend of the digital and “live” worlds.
Most people channel-switch without thinking these days and consumers will only want the process to become more seamless as they return to brick-and-mortar stores. In-person shopping has nearly returned to pre-pandemic levels, while smartphone purchases have undergone a 70% increase since 2019 and continue to grow.
Digital, but Make it Personal
Because so many transactions take place in the digital space first, it’s more important than ever to prioritize investment in technology that supports client engagement. Being able to deliver curated products and personalized customer support goes a long way in making your customer feel like you truly care.
CX is tied directly to Employee Experience; customers are increasingly sensitive to the person on the other end of the line and can tell when a company doesn’t prioritize staff well-being. Equipping your employees to work in hybrid or remote settings and giving them the tools to make informed decisions at any point in the customer journey makes everyone feel empowered.
Tips for Building Trust
A little investment in the CX goes a long way towards building loyalty, ensuring customers will continue to use and recommend your services. So, how can you build trust in this complicated, digital-first world?
- Lead with digital, finish with personal: Ultimately, customers want to feel that human element. Customize their experiences and connect with them personally to keep them engaged.
- Discover new customer journeys: Your clients will be accessing your products from multiple channels. Do you know how to meet them every step of the way?
- Define your values and follow through: Not only do consumers want to understand your values, they also need to know that you see them through. Showing that you care about the same things as your customers will bring them back time and time again.
- Provide excellent customer service: Employee happiness translates to customer happiness. Give your staff the technology they need to maximize CX.
- Ensure data privacy: Customers are willing to give more of their personal data if they know it will be handled securely. This data can be used to customize interactions even more.
The Commercial Advantages of Blended CX
Consumers are willing to pay a premium for positive transactions and are increasingly tying their personal values to their purchasing decisions. If you can meet customers on their terms, speak to them on a personal level, and develop their trust, your investment will yield returns far beyond your expectations.
TCI is ready to implement technologies that help your business maximize the Customer Experience. Contact us today: (703) 321-3030 or firstname.lastname@example.org.