The concept of customer experience is an ageless one. However, the research that is being conducted on this topic is still relatively new. New studies come out every year that reveal insights into trends that affect business across the U.S. and the world.
Customer experience has a major impact on whether or not your customers are loyal to and happy with your brand. You must be mindful of industry trends to quickly adapt your strategies to the latest insights for an improved customer experience.
Stats to Recognize
Here are the customer service stats that we are keeping an eye on for this upcoming year:
Customers will spend more for a good experience.
Have you ever found yourself sticking to a brand whose products are more expensive than its competitors? If so, you are probably loyal due to the great customer service experience and are willing to spend more money on a brand that you trust. According to Forbes, one in four customers is willing to pay up to 10% more in almost every industry if they know they will receive quality customer service.
66% of customers expect companies to understand their needs.
Many businesses struggle to understand their customer’s needs, and studies show that it is an important measure that can decide if your company is successful or not. Salesforce found that 66% of the 6,000 customers surveyed expected companies to understand their expectations and needs. To deliver a trustworthy customer experience, It is vital that your company is dedicated to fulfilling customer needs.
Business leaders agree that prioritizing worker happiness gives companies a competitive advantage and makes it easier to retain talent.
An Indeed report revealed that the majority of the 1,073 business leaders surveyed agreed that prioritizing employee happiness provides a competitive advantage and makes it easier to keep top talent.
Customer-centric companies are 60% more profitable than companies that aren’t.
Companies that are customer-centric are more profitable overall because they can leverage customer service as both an acquisition and retention tool. For example, if a company has good reviews online, it can promote these reviews as a way to bring in more leads. Customers tend to trust reviews from other customers the most. For customer retention, reviews can be used to keep customers loyal. By sending customer satisfaction surveys, you can collect feedback to make the changes needed.
Trends to Watch
Here are some customer experience trends to consider:
Nowadays, sending out a birthday message to a customer just isn’t enough. Patients nowadays want a personalized experience in all of the ways you engage with them, like suggesting products or procedures based on their history and learning from their website behaviors.
Widespread adoption of chatbots.
For growing companies, one of their biggest challenges is handling the number of customer support calls and emails. It can be difficult for customer service teams to keep up with these communications. Chatbots are a great way to help ease this pressure. While they cannot completely replace the job of a human, chatbots can answer quick questions to save your staff time.
Today’s customers want to be able to connect to your practice in many different ways using many different channels. This makes omni-channel experiences a significant customer service trend to watch this year. Multiple different channels can include over the phone, email, social media, and chatbots.
Continued investment in customer loyalty.
When customers are loyal to your company, they are more likely to return. While loyal customers usually only make up 20% of your customer base, they actually drive 80% of your business! Because of this, placing a heavy emphasis on loyalty programs is a great way to show appreciation to these customers and keep them returning.
Securing customer data.
While customers want personalized experiences, they also want the data you have about them to help you provide those personalized experiences to be protected. Because of this, it is important to prioritize data security for your customers such as listing your data practices in privacy policies, asking customers for consent to use their data, and explaining how their data will be used.
To keep up with the latest customer service trends, give DLM a call today or schedule a 15-minute demo online! We will be happy to chat about your individual practice goals to create a marketing plan that works best for you.