Stepping into 2022, businesses need to pay closer attention to customer experience (CX). Over the past few years, CX has become more and more important in the business world. Now, in 2022, CX is believed to be the determiner of your business growth and success.
Customers appear to be more and more demanding every year. They expect more and better experiences. Fulfilling their needs and meeting their expectations seem to be challenging, but it is something businesses must do. When customers have positive experiences, they would be satisfied and would want to come back; and even bring more customers in for you. On the contrary, when customers have negative experiences, they would turn their backs on your business and find other businesses that can fulfill their needs; as a result, you would lose them as customers. Therefore, improving the quality of CX is no longer optional; it is necessary.
Every year, trends change and this includes CX trends. To determine the right business plans and marketing strategy, you need to keep up with these new trends. So, without further ado, here are 3 main CX trends in 2022 that you should know:
1. Omni-Channel Strategy
It is no surprise that Omni-channel comes out on top of this list. Nowadays, customers value a seamless and satisfying experience. There is no better way to give them that than by using Omni-channel. This is because Omni-channel enables customers to acquire products and services the way they want to and at their convenience. Because everything is seamlessly integrated, they will have a consistent and comprehensive experience across different channels.
Through Omni-channel, your business will not only increase customer experience, but your business will also gain plenty of other advantages, such as increases in effectiveness (in terms of time, effort, and costs), improvements in staff productivity, increases in sales and revenue, and so many more.
Read also: Discovering Omni-channel Strategy and Its Benefits
2. Real-Time Customer Experience Measurement
The competition between businesses, especially businesses that run in the same industry, will be much more intense in 2022. Measuring metrics regarding CX in real-time will give your business an advantage over its competitors. Important metrics such as Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Customer Effort Score (CES), and Average Handle Time (AHT) can be observed closely so you will not miss any changes.
With real-time data and analytics, your team can also identify potential problems before they even happen; therefore, you can come up with solutions and the right strategies going forward. This will put you one step ahead of your competitors.
3. Seamless Experience on Mobile Devices
Because we are living in the age of digital transformation, many businesses incorporate technology into their operations. At the same time, customers across generations prefer to use their mobile devices to interact with businesses nowadays.
However, enabling them to interact with your business through mobile devices is not enough. Customers expect a seamless and engaging mobile experience. Therefore, a business that provides a lousy mobile experience is likely to lose its customers. In that case, 2022 is the year when businesses focus more on providing a better and more engaging mobile experience for their customers.
Putting those 3 trends into practice is not going to be easy, which is why your business needs assistance from a powerful customer experience solution, like SMARTQUEUE®. Designed with the latest cutting-edge technology, this customer experience solution is built to help you deliver an outstanding customer experience. With beneficial modules such as Omni-channel service delivery, virtual queue, real-time business dashboard, and comprehensive KPI reports, your business will have no problem keeping up with those 3 main CX trends in 2022.
For more information regarding SMARTQUEUE®, you can click here or reach us at info@bss.com.au
