Attracting customers is relatively easy, but making them stay… That is the big challenge.
In our experience, knowing your customer is essential to building a solid relationship with them. That's why we developed Tactium CRM , a tool that provides a 360º view of your target audience and offers full support for customizing the relationship model, recording, processing and analyzing active and receptive operations, allowing decision-making with complete and up-to-date information.
Applying CRM is a good start, yes. However, there are some trends that few people are paying attention to and that can help you get even further ahead! This is what we observed in the list published by , a startup thailand whatsapp data responsible for the largest customer experience monitoring platform in Brazil, which highlighted 7 Customer Experience trends that should be applied immediately and, thus, win over customers once and for all.
Want to know what these trends are? Then keep reading!
WHAT IS CUSTOMER EXPERIENCE
Customer Experience, or, in free translation, “Customer Experience”, is what we call the impression that the customer has of the company after their interaction with it. The customer experience begins from the moment the consumer finds the brand, explores its social networks, websites, gets in touch, makes the purchase and receives after-sales support. In other words, as long as your customer is your customer, they will be having an experience with your brand and it is your role to ensure that it is the best possible.
7 CUSTOMER EXPERIENCE TRENDS FOR YOUR COMPANY TO IMPLEMENT IN 2022
NPS 3.0
NPS stands for Net Promoter Score, a metric developed in 2003 by Fred Reichheld, and 3.0 refers to its most recent evolution. But basically, NPS is an intelligent questionnaire to measure customer satisfaction. The 3.0 evolution made the questionnaire even more precise by adding quantitative metrics, such as Revenue Growth Rate, Net Revenue Retention, New Customers Acquired, etc.
EXPANSION OF ARTIFICIAL INTELLIGENCE
Today's consumers want two things: quality and speed. Fortunately, we have been able to meet these requirements in customer service through the use of bots , whether text or voice, since we have managed to evolve the software to such an extent that it can meet most frequent demands and still do so with great quality 24 hours a day, 7 days a week. And the trend is for this technology to become even stronger and more present.
HIRING CX-FOCUSED PROFESSIONALS
There is little point in applying new technologies to your operation if you are not fully aware of how these technologies are impacting your customers' experience. Therefore, it is extremely important to hire qualified professionals with knowledge of Customer Experience to help you monitor this and make the best decisions so that your business continues to grow.
CUSTOMER JOURNEY MAP
Creating a customer journey map is the perfect way to put yourself in their shoes and, from there, make the best decisions to ensure the best possible experience with your brand. And how do you do this? By meeting the needs, preferences and adapting to the customer’s desires.
DATA INTEGRATION
Data integration is essential to ensure that your operations don't become a mess and that you have a clear view of your service, customer journey, demands, etc. To do this, we recommend Tactium IP for monitoring and Tactium OMNI for integrating communication channels. You'll see the effects that good data organization can have.