In one of our latest articles, we discussed how important innovative and personalized customer experience (CX) is as a key brand’s differentiator, which helps companies build positive interactions and customer loyalty. Apart from distinguishing an organization, CX has an effect on consumers’ loyalty and future interactions with a company. The pandemic has further formed the trend of having CX as a major factor for earning a competitive advantage in 2022.
Even though customers these days are used to switching brands and platforms, they will stick to a company if it provides them with a personalized experience and exceeds their expectations. Customers are also more prone to spend more (almost 3 times more, according to Forrester), if a business communicates with them in a clear and understandable manner. In comparison, if customers have a negative support experience with a company, almost 90% of them are likely to spread the word about it. Therefore, organizations should prioritize CX and customer service, especially during the Covid-19 times, which have shifted the customers’ behavior and preferences.
If last year was a moment of reflection, 2022 is the time to act with purpose and focus on CX innovations to truly stand out from the competitors. Brands will have to objectively examine how the pandemic impacted their operations and invest in the right systems, processes and skillsets needed to improve operations performance and remain in step with customer expectations. This year, they will continue to evolve, and companies should be aware of the key CX trends to be ready for transformative change.
What trends should companies follow to stay ahead in CX in 2022?
It is critical for companies to find a business partner that values customers and creates their solutions around the customers’ needs. By gaining an understanding of the main values and priorities of the customers, a company should adjust its operations, thus creating convenience for the customers and increasing their satisfaction.
With its expertise and constant growth, Pontica has been delivering excellent customer service for its clients from various industries. We believe that a happy team equals happy customers and this is the reason why we are people-oriented. We guarantee high quality and customer satisfaction, so if you want to work with an experienced partner to facilitate your company’s operations and strengthen CX, reach out to us! Explore our services to learn more or get in touch with us and find out how we can help you deliver high customer satisfaction!