2020 has put consumer experience in a whole new spotlight. Companies have pivoted the way they conduct business to ensure the needs of their customers are met, keeping customer experience in the forefront of their mind. In fact, companies who conduct consumer-centric business are 60%1 more profitable on average than those who don’t. As we settle into the New Year, here are two essential customer experience trends to look out for in 2021.
Now more than ever, companies and organizations everywhere are beginning to utilize a full client experience strategy. Implementing this type of strategy in your business plan allows you the ability to better comprehend and predict consumer trends. Understanding what an audience is appreciating or feeling about their experience can help companies plan for how they will conduct business moving forward further into the New Year. One integral part of the customer experience strategy is the analysis of client feedback. Examining the feedback you receive is what helps you better improve your brand’s products or services.
2020 offered clients an abundance of convenience. We all learned how nice and easy it is to purchase items quickly online and having them arrive at our doorsteps or even brought out to our cars. Now that many are accustomed to the convenience the world can bring, they’re hesitant to backtrack. Offering consumers the most convenient experience is what can truly keep them coming back this year. Whether it be making a purchase or scheduling a service, your clients will appreciate how quick and easy the whole process was. The best way to gauge your customers satisfaction is to conduct follow-up surveys. These surveys allow clients the opportunity to be open and honest about their unique experience, better supplying you with exact ways to tailor the experience that your company provides.
As we make our way further into 2021, we are excited to see what new customer experience trends appear. For all your customer satisfaction reporting needs, contact the survey experts at eAutoFeedback. Our friendly staff is only a call away.
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1 Steven MacDonald, "How to Create a Customer-Centric Strategy for your Business", November 16, 2020. || Deloitte, July 2017