4 Customer Experience Trends of 2022
A remarkable customer experience is critical to sustained growth.
Want to spring up your purchase pathway this Spring?
We got you covered with the latest CX trends!
Nothing beats a positive experience that promotes loyalty, retains customers, and encourages brand advocacy.
Jumping on the latest marketing trends doesn't always lead to business growth. A remarkable customer experience is critical to sustained growth (Hubspot), loyalty, and brand advocacy. We recently came across The 4 Biggest Consumer and Customer Experience Trends Set to Dominate 2022 (Customer Thermometer). Here are some insights that were the most compelling to us.
Employee Feedback Will Be More Essential
Your employees' experiences will be the new battleground for data-driven insights (Customer Thermometer). Giving and receiving feedback is an essential ingredient for the long-term success of any organization. According to Visier, it's been a record year for employee turnover that's set to continue into 2022. It is essential to use positive and negative employee feedback because it helps identify gaps in the workspace, reinforces positive behaviors, and aligns the workspace effectively towards goals.
Meaningful Corporate Citizenship
The five marketing P's, are now six: product, price, promotion, place, people, and purpose. People are increasingly interested in what brands stand for, from sustainability or social activism and everything in between. In 2022, purpose-related criteria will be as important to people as price and quality (Customer Thermometer).
The Future of E-Commerce is Instant Gratification
As social and e-commerce continue to grow, the demand for instant gratification online will increase. Online consumers will expect immediate responses in 2022. Every micro-moment of instant gratification will improve the customer experience by proactively answering questions and offering fast service and value without sacrificing quality (Forbes).
Customer Service Automation Is Humanizing the Customer Experience
The expectation of instant gratification combined with staffing shortages means that more and more companies are turning to robotics to fill the gaps. Companies will need to execute introducing more robotics into their processes carefully. Nothing screams "we don't care about you" like an automated chatbot or online help system that doesn't answer a question without offering an easy way to talk to someone. Additionally, while helpful, most AI and robotics lack the ability to empathize with people and understand nuanced problems. The technology is now available to develop more human, empathetic, and anticipatory bots. We still strongly recommend making it easy for someone to reach a person to help solve their problems, though.