People who have a positive customer experience (CX) feel heard and appreciated. It reduces friction, and increases efficiency.

Give them a positive experience, and they’ll buy more, stay loyal, and tell their friends about it. That is what every business aspires to. Despite this, many customers appear to be dissatisfied. Companies brag about their cutting-edge technology or sleek design, but they haven’t focused on—or invested in—the most important components of the consumer experience.

What factors contribute to a positive experience? Convenience and speed. Consistency and friendliness are two qualities that stand out. And there’s the human touch—creating genuine connections by making technology feel more personal and equipping employees with the tools they need to improve client experiences. How to make it happen? Check out the guidelines below:

– Customers who have had a bad experience are leaving quickly.
There won’t be many chances for you to get it correctly. After just one unpleasant experience, consumers will abandon a brand they previously love.

– Businesses must get the must-dos right.
Consumers place a high value on speed, convenience, helpful workers, and nice service, with each receiving over 70% of the vote. Those that get it right place a higher value on technologies that nurture or give these benefits over embracing technology just to be on the cutting edge.

– Don’t become stuck in a generational rut.
What matters most to all generations polled also applies to Gen Z. However, Gen Z’s definitions of speed and knowledge may differ. It’s normal to expect instant results. Convenience—the ability to seamlessly switch from tablet to smartphone to laptop to human—is a basic expectation.

Customers highlight areas for development, presenting clear chances for breakthroughs through the application of new technology and the digitization of more of your business and procedures. The majority of consumers are aware that technological advancements will have an impact on customer experience. However, that impact could be beneficial, frustrating, or a combination of the two.

So, are you ready to answer all the challenges by customer’s expectation through your CX? DEOS Group is here to assist you!

You May Also Look: 

1. Should We Focus on “Flashy” CX Technologies for 2020?

2. Leverage Your Brands via CX Tech