3 Tips to Maximize Customer Experience in 2019

3 Tips to Maximize Customer Experience in 2019

“You’ve got to start with the customer experience and work back toward the technology – not the other way around” (Steve Jobs)

According to Forrester, customer experience is defined as the perception your customers have of their interactions with your company as useful, usable and enjoyable. And in the digital age, it’s helpful to think of customer’s perceptions as being very heavily influenced by their online interactions with your brand. But in a world of digital distractions and seemingly endless options, ensuring that all customers’ interactions are positively perceived is one of the biggest challenges for most businesses today. It’s also the best way to stand out among your competition.

So how can brands step up their customer experience and better compete in the coming year?

customer experience
customer experience


Customer Experience Trends to Look Out for in 2019

Here are three few customer experience trends that aim to do exactly this in the coming year:

1. Pre-emptive Engagement

Instead of waiting for customers to reach out to you, you’ll need to reach out to them with valuable information that actively engages them earlier in the customer journey

2. Personalization

AI will allow a greater degree of personalization, including automatic identification of customer segments and buyer personas and the ability to deliver customized content accordingly. Big brands such as Netflix and Amazon are taking AI a step further and will apply it to predictive analysis as well.

3. Self-service Technology

AI will allow a greater degree of personalization, including automatic identification of customer segments and buyer personas and the ability to deliver customized content accordingly. Big brands such as Netflix and Amazon are taking AI a step further and will apply it to predictive analysis as well.

For instnce, Another AI application will be one that relies solely on technology and replaces human input, such as chatbots, virtual shopping assistants and voice-enabled technologies.  

Rate Your Experience
Rate Your Experience

Drive Better Engagement with an Online Referral Program

Above all, Leading online referral programs-combine these new trends by encouraging customers to harness the power of their community and become micro-influencers that drive sales by actively engaging their community early in the customer journey.

Therefore, Product recommendations are easily personalized when shared with customers, friends and family, with cashbacks are split between the customers and their friends. Advanced online referral programs even have self-service AI bots that prompt customers to rate and share your purchases with relevant contacts within their social circle.

In conclusion, With the rapid advancement of digital technology, it’s important for businesses to incorporate these new trends. But at the same time, they must be careful not to lose the human touch involved in the customer experience. The key, as Steve Jobs alluded, is to do this by combining your brand’s technology and customer’s digital interactions to deliver that great customer experience.

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