2020 was a defining year for customers in both buying behavior and customer experience trends. Statistics show, 59% of consumers care MORE about customer experience when deciding what company to support or buy from (up from 38% pre-COVID.) In other words, customer experience will define success and dictate behavior in 2021.
What is customer experience?
Customer experience is the perception of your clients of how a company or brand serves them. CX is crucial to so many businesses, as it influences their behavior and creates memories or emotions which drive their loyalty. In other words, a happy customer will convert to a buyer and recommend you to others.
2021 Customer experience trends
Contactless and Self-Service
Over the last year, Contactless experience went from innovative to standard operating procedure. Today, the DMV provides temperature sensors for self-service, and the restaurant industry replaced menus with QR codes on tables.
Throughout 2020 we saw healthcare transition to office visits, home health care, and consultations virtually. By 2025, telehealth is expected to account for 25 % of healthcare.
Investment in a corporate culture that will operationalize your belief system is key.
For example, wherever a customer may visit an IKEA store, the standard of service remains the same. IKEA opened more stores this year than ever, invested in their home delivery network, and launched a brand new app – all for the good of their customers. It’s this level of execution that drives more companies to invest in an omnichannel experience.
Mobile customer experience
Mobile customer support is critical: a bad mobile experience will significantly harm your brand perception among consumers.
According to Stat Counter, 52% of all internet traffic now comes from mobile, with desktop usage on a trending decline.
Chatbots and automation
Chatbots offer quicker responses to their questions when consumers need to reach out, thus reducing overhead for frontline agents at the same time. Modern chatbots triage problems, route clients, and even answer routine questions.
Empathy to the customer and your team is vital in 2021. Consistent communication through all channels and an aware approach to business is critical for success in today’s unique market.