2020 was a difficult year for everyone. 2021 also start as a complicat year, but it is offering concrete opportunities to start again. Marketing today must evolve to keep up with new trends and acquiring new customers is no longer a finish line, but becomes a new starting point. By focusing on caring for the relationships between the customer and the company, it is possible to increase your margins of success without neglecting those on the other side of the screen.

With a difficult 2020 now behind us, the time

Has come to look to the future to best face this 2021. A year with great difficulties still open, but which also brings with it the first signs of new growth and restart that we all ne.

One of the most important challenges for those who work in marketing has always been everything that has to do with customer experience (CX), the experience that the customer has with a company, before, during and after the purchase.

With Covid-19, the very concept of marketing has chang and the watchword for many businesses has become “reinventing yourself”.

The impossibility of physically welcoming customers into their stores and the difficulties in guaranteeing certain services due to logistical constraints are and for which it was necessary to find a solution.

just some of the problems that have arisen

One of the few positive notes of this pandemic, however, was the drastic ruction in pollution during the first months of the social and health emergency, due to the ne to limit travel.

But regardless of all the changes fac in the last year, how has Covid-19 offer a unique opportunity for marketing?

 

Key points of the article:

• For a customer, purchasing a product is just the beginning. The real experience, for them, begins with the  that meets their expectations. Favoring empathy to encourage a customer to interact with your company in the mium-long term is a successful strategy.
• As online transactions increase, it is essential to invest in adequate security to ensure your customers are protect from their sensitive data (such as crit card numbers) and to honor their right to privacy. This is a way to improve the experience and help build trust.

post-sale and it is important to guarantee a service

With the ne to reinvent the very concept of doing business, many people began shifting the focus of their activities online in 2020. A shift that in many cases has become permanent.

For example, it is no longer necessary to physically go to a store to buy an appliance or to a supermarket to do the shopping. There are convenient apps to book a home delivery.

You no longer ne to go to Ikea in person to

Choose a new modular bookcase. On the company’s website you can find interactive galleries to safely ‘browse’ through the thousands of products in the catalogue. With the augment reality of the application you can also place the bookcase in your living room, to check out combinations and available spaces.

These are obviously just a few of the many examples that could be given, but they all have a common denominator: there is the intention to improve relationships between customers and companies, trying to get closer to them, while remaining at a distance.

In this article we will cover:

• Customer experience in 2021: how is it evolving?
• 5 Trends and Prictions for an Effective Customer Experience in 2021
  • Customer service is becoming more conversational
  • The use of artificial intelligence (AI)
  • Don’t neglect after-sales
  • The Effect of Empathy on After-Sales
  • Put safety first on privacy and data security
• Customer experience: don’t chase but anticipate trends
• Final considerations

• Customer experience in 2021: how is it evolving?

• 5 Trends and Prictions for an Effective Customer Experience in 2021
  • Customer service is becoming more conversational
  • The use of artificial intelligence (AI)
  • Don’t neglect after-sales
  • The Effect of Empathy on After-Sales
  • Put safety first on privacy and data security
• Customer experience: don’t chase but anticipate trends
• Final considerations

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Customer experience in 2021: how is it evolving?

Globally, we are living in a historical period that is certainly delicate from various points of view: a strong technological innovation, an economy that is rethinking its growth models, purchasing habits that are transforming.

According to experts, Covid-19 has contribut to dramatically accelerating this process of technological integration into our everyday lives.

It was thought that it would take several more years before this evolution would make substantial progress, yet just over a year was enough.

According to Suzi Tripp, vice president of Brooks Bell, this is where we ne to (re)start.

Trying to develop winning marketing strategies in a

short time meant that in 2020 the economic machine could still continue to function, despite adversity.

Over the past year, we have learn to change our habits, both in our daily lives and in our professional lives, and it is not a given that once we return to normal, we will abandon all these habits, on the contrary.

According to a study conduct by Forbes, approximately 60% of respondents express their intention to continue to pay maximum attention even in a post-Covid-19 future, indicating their desire to more carefully choose the companies to support bas on how they will “take care of them”.

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5 Trends and Prictions for an Effective Customer Experience in 2021

Looking to the near future today means pricting with certainty a strengthening of the link between customer experience and company success. Improving the customer experience implies an increase in customer satisfaction and therefore greater loyalty, even after the first purchase.

Staying on the subject of customer service, in 2021 it is important to continue to pay attention not only to customer requests, but also to their (new) habits, and this is where we want to start with our prictions.

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Customer service is becoming more conversational

Before the advent of the Internet, generally to request assistance for a product or service, the customer had the only option of contacting the company by phone. The company had an entire department dicat to receiving customer requests (or complaints).

Even before the widespread use of telephony, one had to send a letter and wait a few days, or even weeks, to receive a response.

Thanks to chatbots, a popular artificial intelligence

Nowadays, of course, all of this has been overtaken by modern call centers. But even call centers are slowly becoming obsolete.  (AI) application that can offer real-time assistance and answers without the waiting times of a traditional call center, customer care is also having to rethink
itself.

However, as much as chatbots are proving to be extremely useful in the modern business landscape, human contact remains a fundamental point for the customer. There is increasingly an interest in returning, at least in part, to a personaliz assistance service, with human experts and consultants rather than an automat service.

How many times have you receiv an email

From an address like “noreply[at]customerservice[dot]com”?

Emails like this are often pair with automatic responses sent to notify the user that a particular request has been taken care of, whether it’s registering for a website or submitting a support ticket . But that system may be about to change.

For some years now, various types of  whatsapp data companies such as insurance companies or banks have begun to offer their customers a more direct service, with a dicat consultant who follows each customer individually.

This personalization of the interaction between customer and company aims to offer a more conversational, more direct, more dynamic and less detach service.

With Covid-19, due to social and health nes, the possibility of interacting directly with others in various areas of daily and working life has disappear.

Considering the fact that one of the best practices for marketing your online coaching program primary nes of human beings is precisely the ne to have social interactions with other people, this personalization in customer service management will not disappear in the future.

You have to consider that for your aqb directory company, each customer is a separate instance with different problems to solve. However, for the customer, it is the opposite.

The ne to contact a support service translates into the implicit request to solve a specific problem, unique for each of them.

Nowadays, there are numerous software and platforms design exclusively to handle this type of requests.

Transforming customer service from an automatic system that refers to possible pre-set solutions to a more conversational and personal service will continue to be in demand even in a post-Covid-19 future. This is therefore the right time to invest in tools for personaliz customer support management.

The use of artificial intelligence (AI)

One of the simplest and most widespread applications of artificial intelligence is chatbots.

Chatbots are artificial intelligence systems design to autonomously manage customer support requests, bas on a more or less interactive platform (depending on the case) capable of operating without the direct control of an operator.