How does your customers perceive your brand?

CX – Customer Experience — The future of B2B customer experience is starting to reveal itself.

Future is now, so let’s polish up that crystal ball.

Future Customer Personas

• Potential customers will be more informed and intelligent.
• They will be “swipe right” happy. More options with flexible terms.
• Potential customers will dictate the experience.

Customer Expectations? 

• CX – Customer Experience will trump product and price as the brand differentiator.
• Customers will expect that brands will know their individual needs and tailor their experience.
• Customers will communicate with you on their own terms with an abundance of communication applications available.
• Resolution will never be fast enough. The need to proactively address current and future needs will be expected.

What must change: 

• Start good data collection habits and leverage customer information for future needs.
• Take a long hard look in the mirror and recognize your users expectations.
• Provide access to valuable user information, content and intelligence.

How can your brand prepare?

• Collect and leverage your customer information to create a better experience.
• Invest in intuitive digital communication channels.
• Make the shift from solution provider to insight provider.
• Learn to effectively engage users and implement a proactive content strategy.
• Deliver a more memorable and personalized customer experience.
• Make sure that your customer service is proactive.

PEARL OF WISDOM:

Measuring CX is a challenge faced by all. Many companies have implemented the “NPS – Net Promoter Score,” which collects valuable information with one straightforward question:“Would you recommend this company to a friend or relative?”  

 

Need help strengthening your customer experience? Let’s Talk.