Today’s customers have many more places to voice their opinions, whether they help or hurt a brand’s reputation. Keeping this in mind, businesses must continue to strategize how they will connect with customers on each channel in order to retain and strengthen customer loyalty.
As there are many platforms to think about including, mobile, web, social media and more, the number of customer service channels is exploding, making it more important than ever for customer service professionals to choose which channels are most important to their business.
With that said, I thought I would share a few of my customer experience (CX) predictions for the New Year:
- Multichannel strategies will be crucial – As social and mobile have gained popularity among customers and companies, the importance of 360 customer experience and the need for an integrated multichannel experience across all platforms is a must.
- Businesses will improve their monitoring skills – Do you know what people are saying about your business online? Businesses will invest more time and money in resources to monitor their social media efforts across the web to proactively handle customer service needs. Staying in front of customer service issues will only improve a company’s reputation with potential customers and help retain current customers.
- Analytics will play a huge role – In 2012, businesses began to realize the value of real-time, actionable reporting and analytics to better understand their customer interactions and understand where and how customers are choosing to connect to their business. In 2013, I expect more and more businesses will want to see the data behind their interactions with customers in order to measure results and make improvements.
- Tell your customers what they want – By using predictive analytics, businesses will be able to analyze the customer lifecycle to predict what their customers would like based on previous purchases and interactions with the company. This will allow businesses to personalize and enhance each user CX.
- Get creative and offer support in a unique way – Businesses will realize that in order to make the customer experience more enjoyable, they must integrate tools and platforms to create a seamless experience. For example, integrating a mobile voice solution into an enterprise application enables companies to add conversational voice capabilities to make the on-the-go user experience much more engaging and personalized.
- Be more proactive and help your customers help you – Outbound communication is a core component of the multichannel strategy. This year more companies will take advantage of these tools to create effective strategies that understand their customers’ preferences and proactively offer assistance.
It’s crucial for businesses to take a step back and pinpoint the CX channels that are most important to their business. As multichannel becomes the consumer expectation, especially with the increase in mobile usage, businesses will need internal experts to guide them along this journey. Identifying who will take the lead in making these predictions come to fruition at a business is the first step to creating a better customer experience in 2013.
Do you have any other CX predictions for 2013 that you’d like to share? Let me know in the comments below!