Customer focus has always been the key to business success, but in 2020, it took on a deeper meaning. Against the backdrop of the global epidemic, positive customer experience (CX) has become the key to survival and business continuity.

Forced to close physical stores and face tremendous economic pressure, large or small organizations have had to take advantage of technology as a major step and immediately continue their strategy to digitally deliver the user experience. Will be. As customers’ current expectations such as empathy and convenience multiplied, a sympathetic approach allowed businesses to emotionally connect with their customers despite the uncertainty.

Here, we look at some of the trends that have reshaped the customer experience in 2020, and what we can expect in the years to come.

Contact Less Customer Experience

Consumer demand for digital services has grown exponentially due to the general need for convenience as well as the current need to avoid risk. As a result, businesses have been forced to adopt a contactless and touchless model for the delivery of goods and services. This trend is particularly evident in consumer payment preferences. For example, in a recent joint survey conducted by PYMNTS and PayPal, 57% of consumers said that the availability of digital payment offers affected their willingness to shop in some stores.

Today, we see a wide range of our friends and family who choose telemedicine services, in addition to self-checkouts at physical stores, virtual exercise sessions, online grocery shopping, contactless food delivery and curbside pick-up facilities. Given the rate at which such services are being availed, experiences without connectivity may become a permanent part of consumers’ lives. In fact, 82% of consumers want to continue experiments without contact even after the outbreak of the disease because of the other advantages offered by this model such as cheap agility and speed, and ease of use. With the right software, businesses will be able to stay ahead of the trend and provide the perfect interaction without communication.

Self Service in B2B

None of us like the idea of a lengthy checkout process, especially in this digital age. Today, delivering a world-class B2B customer experience doesn’t mean a customer service rep overseeing every step of a purchase anymore. Instead, clients increasingly expect from their B2B sellers an interactive website that has strong self-service tools such as an informative service catalog, detailed FAQ sections, AI-backed search functionality, knowledge bases, one-click checkouts, and simplified repeat order processes. This trend, powered by better infrastructure, is also contributing to the recent explosive growth of B2B marketplaces.

Providing the Same Customer Experience from Anywhere

Most teams around the world have been moved away from their comfort zone, away from traditional workplaces. On the flip side, it has given teams a chance to stay connected, as well as overcome many obstacles that seemed unbeatable a year ago.

For example, important business meetings usually require people to come together physically to deal with decisive elements, especially in a B2B space. Even personal training or personal experiences have always been considered a real bargain, regardless of training or sailing. Businesses now want to equip themselves with smart collaboration and communication software to not only solve problems from anywhere but also provide superior customer experiences, regardless of where it is delivered.

Customer retention trumps acquisition

Getting new customers is usually more expensive than retaining existing customers. As the global economy crashed, customer retention became a top priority for many businesses that had to rely on their loyal customers for the axis. The retention strategy was appropriately enhanced.

With the reduction of the marketing budget, so far the new customer acquisition revolves around attracting the right long-term audience as opposed to random acquisitions at any cost. As a result, more attention has been paid to areas such as account management and loyalty programs.

Rise of the value-conscious B2B customer

At the industry level, the demand for vertical specialty software is increasing. What can be done under an industry (which is called manufacturing) is now moving to a more focused business class (automobile manufacturing). As a result, we will see more and more niche CRM offerings emerging, as organizations look for software that is as close as possible to their operating mechanisms, and meets all the complex needs of the segment. Solve

Uncertainty drives unexpected innovation

The great thing about being an epidemic is that it ensures a constant change in consumer choices and preferences. Instead of rallying against it and hoping to return to normalcy, businesses should embrace this uncertainty as it will lead to innovation in building effective service delivery and loyalty.

Thank you for reading at Digitally Mag.