5 Trends Radically Reshaping the Customer Experience

Leading companies like Amazon, Uber and FedEx are prioritizing their investments in new technologies to create a world-class experience for their customers. A key component of their strategy is a single view of the customer experience that is informed by a virtuous-cycle feedback loop that enables continuous monitoring of all customer interactions. This leads to rapid response improvements that optimize the experience for customers, both today and in the future.

Customers are getting more sophisticated and they are increasingly habituated to great service experiences — think Amazon’s ever-faster and cheaper delivery, or ride-hailing services like Uber. You have to focus on the value and impact your clients experience with your service, as well as the quality of the service experience itself. Examples include rapidly providing relevant content to your customers in their areas of interest or providing real-time tracking of purchases from shipment to delivery. Customers know how much you value them based on the experience they have with you.

Create an ongoing feedback loop to and from your customers. Rapidly respond to current issues and generate ideas and digital content to meet their future needs. Create customer collaboration sessions to co-create and instantly build their ideas into your products or services. Leverage virtual and augmented reality if possible to help your customers quickly experience new products and services.

Technological innovation allows us to learn more quickly about customer interests and priorities. Ensure that you have enabled technologies like mobile apps, self-service portals and voice-driven digital systems. Assess how new technology like IoT, machine learning and automated service bots could improve your overall service to customers.

While humans will remain at the center of great customer service, embrace new opportunities to truly create a world class experience for your customers both today and in the future.

Look for our next article: Ten Signs of a Truly Customer Centric Organization

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