The word “customer experience” is something that was much-prevalent this year. Some companies did follow the trend of offering their customers a great experience, and for some organizations it became a challenge to change their way of operation to adapt to this trend. However, customers are the base for any business to flourish, and so, in 2015, it would be an interesting thing to see that what will be the state of the customer experience in 2015.
Have a look at some predictions that are being made for the customer experience management in 2015.
The internet of things is more than a buzzword
The internet of things has been a hot topic for a while now, and few organizations have connected this with exceptional customer experience as well. In 2015, it is expected that the connected devices that shares massive data output via the system will finally get synced with the platforms supporting customer experience management.
The coming year will witness an effortless customer experience due to a seamless connection between the physical stores and mobiles. The brick and mortar locations and in-house associates have also become an integral part of “The internet of everything” as they have started to adopt mobile technologies, like i-Beacon, which helps them in sharing interactive content, and offers and discounts with the customers.
Physical interaction with the customer
Some companies have begun to keep the data of the customer in one place as they benefit apparently in multiplying the customer data. A clear and continuous interaction of the marketer with a customer gives the marketer a contextual understanding of their individual relationship, and what does the customer feel and think about the products.
The customer keeps on jumping in between online and offline channels, and there the smart organizations will now take advantage of strengthening and combining the experience of their brands across all the touch points by increasing physical interaction with the customer.
A very nice example here is of the shoe brand ECCO, which has made a strong grip over both online and offline channels. For them their shoe portal on Amazon and other e-distributors, and its lavish retail location both are equivalent and strategically essential. They give an amazing in-store experience to their customers.
The new motto in the market is “Customers for life”
The innovation in eCommerce development, same day shipping claim, and the online price comparison websites that were once the factors of competitive edge, have absolutely neutralized the factors of stock availability and cost. 2015 will be the year of brand differentiation among fewer exceptional customers. The organizations should come up with creativity in their brand offering loyalty programs, engaging advertising, and luring offers that can help you in attracting and retaining customers.
The coming year will also witness the strategies of successful marketers building healthy and long term relations with the customers personally as well as online. The platforms that have a vast experience easily engage customers in every stage of their cycle along with harnessing data.
Next level analytics
There are several companies that still follow the traditional methods to measure the customer interaction through demographic trends rather than measuring individual experiences of the customers. When the organizations have big data, which is leveraged properly, strategically suggest the target audience. The next level analytics assist the customers by enhancing their experience by answering to all the queries that they have.
The more practically the organizations will capture the data of their customers, it will help them in improving the customer service. The relevant suggestions about enhancement in customer services will help the organization in offering their customers with helpful content and attractive offers. The advanced analytics will not only improve the customer loyalty, it will also help in better planning of campaigns and performance of those campaigns.
New job roles for customer experience
The coming year will give more significance to customer experience that is considered to have surpassed customer service and marketing. 2015 will overlap certain job functions as well. For example, the merchandisers will somewhat take up the role of content marketer as well as offering their customers an innovation in their product, which can highly affect the decision making of the customer also positively. The job roles in the next year will focus largely on recruiting people helping in maintaining loyal relationships with customers, building the consistency of the brands, and analyzing the customer behavior.
The balance in science and the art of marketing and customer satisfaction will be the prime focus in the year 2015. The improvement in customer experience helps in boosting customer loyalty and increasing customer satisfaction. This also helps in winning new business by fighting off the competitors.
