Customer experience is among the founding pillars of modern businesses. Without top-notch customer experience and services, no modern business can expect to survive in today’s hostile climate. Hundreds of different companies offer a similar set of services and products to customers. Therefore, the defining factor is always the customer experience. Big corporations also hire competent UX designers to help them design powerful customer journeys for online shopping. This shows the importance of customer experience when it comes to business interactions.
What Are the Top 10 Trends Shaping the Future of Customer Experience in 2021?
Let’s explore the top trends expected to prove fruitful in the ever-lasting conquest of delivering an improved customer experience. These trends are expected to offer enticing and satisfying user journeys and engagements.
We all remember when companies did not care that much about the customer experiences and satisfaction levels. There was no diversity in the market, and monopoly reigned freely. This allowed companies to ignore what customers had to say about their products and services. The companies also paid more attention and dedicated more resources to developing the products rather than modifying the product according to customer reviews. Well, that changes now.
2021 will be the year that will offer maximum thoughtfulness behind the creation of different products and services. The customers can choose from hundreds of different options to get their desired products and services. This is why the companies are slowly moving towards offering better customer experiences for maximum customer engagement. Therefore, thoughtfulness is among the top trends that will help shape the customer experiences this year.
Companies will try to offer customer-centric products and services that will resonate highly with customer reviews and demands. Thoughtful culture and processes will help establish a better sense of loyalty and long-lasting relationships between customers and companies.
2. The Death of Consumerism
Consumerism may have been a thing in the past. Still, it no longer entices generation Z. Millennials are slowly moving away from the concepts of consumerism, and they want better services rather
than products. The generational attitudes have evolved over the years, and people are trying to save as much money as possible. Therefore, the concept of selling new versions of the same products is slowly fading away from the market. The new generation wants better services instead of better products.
For example, millennials do not care about replacing their older smartphones with newer versions every other year. Instead, they look for better ways to enhance or improve their existing smartphones with better services.
This is why many companies offer more and more features on their smartphones, such as cloud storage, AI programs, better cameras, etc. In 2021, the companies that offer better services rather than better products will see a significant boost in their customer loyalty and retention.
3. Enhanced Employee Experience
This is yet another important trend that will help reshape the future of customer experiences in 2021. When your employees are happy, they will offer better performances. It will ultimately have a massive impact on your customer experiences. Similarly, customers have long said farewell to ignorance towards company cultures.
This is why customers pay special attention to how a company operates and how the company treats its employees. It helps the customers decide whether they want to purchase from that company and fuel their specific internal culture.
Therefore, all the big companies are trying to offer a better employee experience within their organization. It helps them keep the morale up, and it also helps them showcase their internal processes in front of the customers without any issues. When customers feel that a company is treating its employees with the utmost respect, they feel more inclined to purchase it.
4. Internet of Things (IoT)
Internet of things (IoT) is here to revolutionize every single aspect of our lives. It can help us improve our social engagements over social media, and it can definitely help improve customer experiences for corporations. According to Intel, there will be more than 200 billion connected devices by the year 2025.
However, the connected devices right now are underutilized. Only 0.06% of all connected devices are allowed to make use of IoT capabilities. This is why we will see a major change in the upcoming year. The companies who have already tried to utilize the power of IoT to transform their customer experiences have seen a significant positive response from the customers. More than 94% of such companies have already started enjoying a good return on their Investments. Therefore, IoT will help transform the future of customer experiences in 2021.
Companies will offer patented connected devices that will limit efforts on the customer’s end. These devices will be programmed to automatically understand what customers want and deliver it at their fingertips without any issues. One such example of IoT prowess is the Amazon Dash Button. It allowed customers to stop worrying about their groceries or out-of-stock items. The button automatically sends a query to Amazon, and Amazon quickly sends the desired products to the customer.
5. Artificial Intelligence
Artificial Intelligence (AI) is yet another powerful element that can help reshape the future of customer experience in 2021. Intelligent software applications can help companies identify the flaws in their products or services. These applications can also help them deliver what the customers want.
These AI applications will help minimize the labor and efforts on the company’s end. These applications will automatically collect useful data from customers and constructive and helpful insights to the manufacturer. In addition to this, companies will be able to see the real-time impact of the strategies.
They will be able to modify their current strategies to suit their clients better quickly. This will help revolutionize the customer experiences in 2021. The customers will be happy with the quick response, and the companies will be able to engage with customers better.
6. Augmented reality (AR)
Augmented Reality is also a powerful agent for offering improved and enhanced customer experiences and journeys. Snapchat is a master in creating amazing face filters, and they have also been in contact with the different corporations to offer AR-oriented advertisements. Very recently, Snapchat created an AR advertisement billboard to promote the show “Bringing Up Bhabie.”
This augmented reality can help corporations deliver powerful customer experiences. The customers can easily try on different products without actually having to buy them. Therefore, the customers can try on different outfits, glasses, and other products with AR technology.
7. Data Security and Protection
Customers are always worried about confidential information on the internet. This is why companies can offer better customer experiences with data security and maximum protection for confidential information. Customers always go for a provider that offers them security and a sense of protection.
Big corporations are already trying to offer better encryption protocols for secure payment gateways. This is why the year 2021 will be good for those companies that offer maximum data security and protection.
8. Omnichannel Delivery and Engagement
Those days are long gone when the companies offered only one medium of communication to their customers. In addition to this, companies now offer their products and services via multiple channels. They also allow their customers to interact with the company with different social media platforms and communication channels.
Therefore, the year 2021 will be absolutely outstanding for those corporations that strictly adhere to omnichannel delivery and engagement concepts. The customer should not feel limited when it comes to airing their concerns or contacting the company. This is why modern companies pay special attention to setting up their social media profiles.
9. Storyboarding and Customer Journey Mapping
Storyboarding or customer journey mapping is the process of defining the customer journey beforehand. The companies that do not give any attention to customer journey always left behind their competitors.
All the major corporations employ professionals to help them map down the ideal customer journey to control the different elements associated with customer engagement in a better manner. This trend will help revolutionize the customer experiences in 2021.
Lastly, hyper-personalization will also help change customer experiences in the upcoming year. Customers love personalized customer journeys and tailored experiences. This is why hyper-personalization will serve as a crucial element for offering improved and tailored customer experiences to achieve maximum satisfaction levels.
What Are Some Important Statistics that You Need to Know?
Here are the top 10 statistics that you need to know to better understand customer experiences and the latest trends for 2021.
- More than 76% of modern customers require that the manufacturers and companies understand their specific requirements.
- Modern companies believe in offering better employee experiences to achieve a better customer journey.
- Poor customer services result in a loss of $1.6 trillion on an international scale.
- Customers are more than happy to spend 17% more money if they enjoy a good customer experience.
- Companies that offer customer-centric products and services enjoy 60% more profits than their competitors.
- The number of companies that want to offer an omnichannel experience will go as high as 80%.
- More than 57% of customers do not like to recommend an organization that does not offer mobile optimization for the website.
- People will want more offers and options for self-service on websites.
- More than 50% of customers will never revisit a website that doesn’t offer mobile optimization.
- More than 52% of modern customers will use their smartphones to interact with the company.