If you take your customers seriously and value them as equal associates in your business, then you can go a long way with your business. Without customers, can your business actually become a business?
Experiences matter. A PwC report published earlier this year states that almost 59% of the U.S. consumers prefer to walk away from a brand just because of bad experiences. It makes us wonder what exactly communicates the right idea of delivering a good customer experience.
Entering the Age of Digitalization
We are living in a post-technology age where everything is virtualized. From grocery shopping to purchasing a gold plated bracelet, we can find an e-commerce web design company for just about everything. And we don’t see a particular website offering users a specific service, but quite many of them which indicates that there is too much competition existing in the market.
What makes one unique from the other is customer experience.
Fronting Sales Staff Will Be More Data Enabled
Previously, it was perceived that data was only accumulated and put to best use by the CRM managers and loyalty program builders in a sales oriented firm. However, recently it has been revealed that data is also being used by the fronting sales staff in countless different firms.
Data helps user deliver an exceptionally strong sales pitch which guarantees that the customer will stay loyal to your brand. On the other hand, it also makes the customers feel that the organization is giving them a lot of preference. Some customers feel that it is obligatory for a sales representative to know everything they want because they have revealed so much of their personal requirements to them.
Some sales representatives are challenged to think critically. If that’s the case with you, then there is something for you to read.
Customer experience is closely related to customer expectations. Hence, most modern day sales representative train themselves in such a way that by asking a handful number of questions they readily get connected with the needs and demands of their customer and are already half-way through resolving them.
Brands Will Become Emotionally Intelligent
When customers are planning to purchase a product from your platform, they are not only purchasing a product but are also buying in the experience which you are about to offer. And when we talk about experiences, they are closely related to emotions.
We often ask ourselves this very question,
“Why do customers feel emotions and what can we do to change and manage it?”
In the future, organizations will have to develop a deep understanding of what customers like and how they behave when they are provided the chance to interact with their brand. Their behavior in decision making will become the key to understanding how they felt about your brand.
In eCommerce platforms, entrepreneurs will look forward to deploying more robust strategies to make online stores more personalized. It will altogether contribute to giving the user a much better experience and will eventually win the consent of loyalty from customers.
Chatbots Will Become More Smart & Sophisticated
Although, chatbots do not deliver the best customer experience to users. To some, they do not meet the desired expectation for an average customer. However, attendants who got serviced by chatbots on various websites often claim that the algorithm was pretty savvy in resolving their customer queries.
AI-powered algorithms which run as chatbots on different online platforms are innovative solutions which deliver customer experiences for high-touch industries. But, they will never be good enough to deliver the trust and credibility which a real sales representative is bound to deliver.
In the future, the AI-powered chatbots will become more sophisticated. By leveraging the power of machine learning, future chatbots will become more lifelike and readily assist customer needs.
Data Collection is in the Dark
Present era data collection is normally done through the barter exchange policy in a traditional way. Information is passed on by brands to consumers by offering them something valuable for free in return for their personal information in return.
However, it is exceedingly important that brands do realize the significance of what information is required to be shared. They need to strategize to deliver messages tailored in such a way that it meets the need of the customers rather than just blasting away messages which polishes their brand identity.
Future e-commerce platforms should be designed in such a way that they offer to personalize the experience for each individual customers. Based on their respective purchases, these platforms should run their email campaigns and offer valuable insights related to their respective purchases rather than educating the masses on e-commerce instead.
Customer experience does not only surrounds the E-commerce market, but it has its roots in almost every kind of business in which a person is involved. Do you have a business of your own to run? If not, then why not find a good way to earn money online? Start around with just about anything and then try your level best to give a non-forgettable experience to customers.
Irfan Ak is a digital marketing manager at Taskque & a guest blogger on various websites. He is also has worked with various other brands and created value for them.
Customer Experience will Shape the Future of eCommerce