In this world where anything can go viral and kill a brand’s reputation in a matter of hours, businesses need to be updated and deliver innovative, with seamless experiences every time. Leading the way, e-commerce giants such as Amazon are also making the customer experience an integral part of their company culture. With this in mind, here are some of the key trends that we expect is going to shape the customer experience industry shortly.

The Internet has made us feel the Significance of Customer Satisfaction.

Customer satisfaction has become the new currency and has become the most effective way for an online business to stand out from the rest. Research has shown that by 2020, customer experience will replace all other factors and become the key differentiator for brands. While delivering a good customer experience has always been of significant value, and no one wants unhappy customers, the growth of Mobile technology with app culture has driven by brands such as Uber and Airbnb. These brands have enhanced the customer expectation who want products and services to be delivered at Fingertips. Social media has also given consumers a perfect platform to amplify complaints that were kept private.

Entrepreneur success will depend on Futuristic Customer centric technologies only.

We are heading towards a world in which it’s not just websites and apps delivering brand experiences to consumers, but we see new avenues open up, like virtual reality (VR), internet of things (IoT). These technologies will have a significant impact on designing brands with the help of experience strategy. For example, how to ensure that the experience in a virtual shop is the same as on your website? While this question is difficult to answer right now as we can’t understand people’s body language digitally. We want to know why people aren’t interested in our product. If that becomes a common phenomenon, we need to upgrade accordingly. If you put the tools in place now that allows you to gather the richest data set and effectively utilize it to derive insights, you’ll be in a position to develop the capabilities further as other digital platforms emerge.

Behavioral science will design futuristic experiences

The behavioral aspect of a customer’s journey will become the key to successfully moving people along the funnel. It is not enough to motivate people to a website or get them to click on a call to action in an email. Once people arrive at your website or app, do you understand what their intent is? Do you know why they clicked & in what mindset they are while visiting the website? And, most importantly, can you deliver the experience they need based on their behavior? If you are looking for more information, you can certainly call a reliable bookkeeper or accountant for more details.

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