Artificial intelligence will revolutionize every aspect of our lives in the coming years. In today’s time, businesses of all stripes strive to improve their customer experience, in short CX, for a variety of reasons. The CX goals metric and brand value will be critical factors determining how companies stand out from their competitors in 2023.
However, there remain a few prominent ways based on which the businesses can touch most of their desired CX goals. Let’s first go over ‘what CX is’ and its importance before exploring these trending CX goals for businesses in 2023.
In What Ways Does Customer Experience Affect Your Business?
From a business point of view, customer experience refers to how effectively a brand engages with its customers.
Customers develop loyalty to a brand over time, whether through direct interactions with the company (promotion and sales) or indirect channels (surveys and feedback forms after product use). CX strategies refer to a company’s whole approach to improving customers’ interactions with the brand.
When connecting with customers, a brand takes into account both rational and irrational factors. The Customer Experience (CX) encompasses the entire time a consumer interacts with a company, from the discovery of the brand to their interactions with the company (whether through reading the manual, calling customer support, or requesting a service).
Each of these ways measures an individual’s experience with a brand. Every time a customer provides feedback, a company’s reputation is on the line, so customer service quality is absolutely essential. A business with satisfied customers is more likely to succeed in the long run.
Because of this, in the present day, brands are laser-focused on ensuring a positive CX, and many of them will embrace the most cutting-edge CX objectives for 2023.
Good Vs Bad Customer Experience
There are stark differences between good and bad customer experiences. In some aspects, companies who successfully wear the feather of running good CX in their hat outperform those with bad CX. This section highlights some prominent CX domains that qualify a company to have a good score on CX or disqualify one from having a good score. Check if you are following all the good practices!
|Point of Difference|
Good Customer Experience
Bad Customer Experience
|Self-help resources||A large portion of positive customer feedback comes from those who have used the product’s included documentation to solve problems, learn how to use the product, or manage it.||Often, they get poorly written or faulty literature, and in some cases, they get none at all.|
|Intuitive product designs||For a business to provide excellent customer service, the products it ships out must be of good quality, and if any problems arise, the company must own up to the situation and make amends in some way.||A product’s user interface is so complicated that people have trouble using it. They discover a great deal of specialized knowledge is required to successfully handle the product and get disinterested. Customers lose faith in the company when they encounter such merchandise.|
|Customer support||Premium customer support goes hand-in-hand with a good customer-feedback experience. If customers are given a 24*7 customer support backup, then nothing like it. However, a decent amount of time(< 24 hours) also works quite well.||Customer service is unfortunately under-emphasized by many brands. They generally leave a bad impression in the customers’ minds, leading to ill feedback.|
|Marketing tactics||Making sure that your marketing approach to promoting your brand realistically coincides with your service and product is a legit step forward to keeping a strong CX.||Marketers for many companies present or guarantee standards or benefits that their products or services simply cannot deliver. As clients become aware of these discrepancies, their trust in the company erodes.|
|Productive messaging||Good customer experiences directly result from companies taking the initiative to educate their customers about their products through short informative messages.||In case of bad customer experiences, such initiatives from a company’s end are generally missing. They don’t leave room for any further follow-ups with their customers through educational messages.|
|Accepting flaws||No company is flawless. Making mistakes is an inevitable part of managing a company. Therefore, if a consumer has a terrible experience with a brand’s product and is also experiencing actual problems caused by faulty actions on the firm’s side, the company should accept the situation with grace and find a solution.||Customers lose trust when companies fail to accept their mistakes and resolve grievances empathetically.|
List of Top Trending CX Goals To Be Followed in 2023
Every brand wants to establish a stable and long-lasting relationship with its customers, improving its CX scores. To attain this goal, they invest in technology and tools to streamline the process of customer engagement.
In this world pool of options to improve your customer experience, here are the best ways to give your business a competitive edge.
Brands should focus on omnichannel shopping experiences.
Nowadays, consumers interact with brands across multiple channels before buying a product. Thus, brands having multiple omnichannel shopping experiences will retain better CX.
It is recommended that brands should upgrade their technologies to smoothen out digital and in-person shopping experiences for better customer CX satisfaction. Customer navigation from one platform to another should be made easier by well-integrated websites and brands’ social media presence.
Data collection through surveys.
Data is the deciding factor for the performance of modern agencies. Companies will be able to gather a wealth of data about their customers using customer satisfaction surveys.
The surveys can ask many apt questions regarding the customer’s engagement with the brand at every point. Here are a few examples of these questions:
- ‘Did our brand deliver the experience we promised?’
- ‘Did any of our ex-customers feedback motivate you to buy our product?‘
Taking action based on the answers to these questions will help you better understand your brand’s reputation and whether your customers are satisfied with your services.
RELATED: A Compilation of Surefire Customer Service Email Templates
Automated chatbot integration.
The better the customer service is, the more likely the same brand will perform better in its CX index. A chatbot is an AI-powered tool that a company uses to handle customer service 24 hours a day, seven days a week. The same reduces operational costs for running an agency.
RELATED: Chatbot Survey: Can It Enhance Your Customer Service?
Maintaining data transparency
Data regarding pricing, selling, marketing, and product promotion should reach transparently to your customers. Such a practice develops trust in the brand among consumers. As a result, the brand’s CX scores automatically rise.
To Sum It All Up
Innovations in digital technology will have a persistent impact on the direction of consumer experience trends. Companies can reach customers in new ways by promoting AI chatbots, predictive analytics, and consistent communication via personalized surveys.
Concurrently, businesses increase their odds of forging client loyalty. The best way for businesses to keep their consumers happy is to anticipate their needs and prioritize customer involvement.
So if you are looking to take the help of a survey to understand better where your brand stands considering its customer experience standards, partner with SurveyPoint and go for its most effective surveys. Get access to the pool of authentic feedback from our survey, and accordingly strategize your CX strategies to see real-time growth!
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