Brands are now increasingly understanding the importance of customer experience trends and how to enhance them for better customer retention and engagement. The customer experience(CX) is the priority for most businesses and the companies are spending on technology to enhance it as well– research by metrigy
In 2023, we can see brands implementing chatbots, better websites, and social media channels to reduce friction and give customers what they want. 73% of customers mark CX as one of the most prominent factors when choosing a vendor. This is why it has become necessary for businesses to improve customer experience and satisfaction with various methods.
With this article, we will explore different customer experience trends that you must implement in 2023.
Top 5 customer experience trends for 2023
1. Immersive experiences will be the talk of the town!
More like Global talks! More organizations will adopt immersive experiences by 2023, and the metaverse will be a major contributor.
In 2023, customers are looking for experiential interactions and building relationship with brands which is memorable. This imposes great difficulty for the brands to stay relevant in extreme competition. Brands like Gucci and Spotify have already indicated their intent to land on the most popular metaverse platform, like Sandbox or Metahorizons.
In the retail industry, brands continue to provide an in-store experience to customers via the metaverse, and one of the most talked about examples is Florence’s Gucci Garden. For those who cannot attend or see the location, a virtual tour is available. This provides excellent, immersive experiences for the customers and helps them interact better with the brands.
2. Personalization is the key
An effective way to amp up your CX is by personalizing your product or service as per the customer’s requirements. Everyone likes personalized services, and new technology also helps businesses carry out personalization on a larger scale.
20% of customers are likely to pay more for a personalized experience. Nike and Adidas have jumped into the race by introducing customized sneakers, wherein the audience can make sneakers as per their choice.
Brands like Clinique also provide personalized skincare that is specially designed for every individual. In 2023, we can expect more companies to give their customers a personalized experience with various new technologies.
3. Conscious customer experience
Businesses are now more focused on conscious customer experience trends, which means considering ecological, environmental, and political factors. Businesses are now trying to give customers a chance to make ethical decisions about their purchases.
As we know, the percentage of cashless transactions has increased dramatically, and businesses are collecting funds based on those. You might have been given the choice to donate a dollar or so while making a purchase. These micro-donations have resulted in a massive $25 million in the UK for charities.
This way, the businesses are now working for a better cause and including consumers for the same.
Along with this, manufacturers and company owners are more open to explaining how a particular product is made. As consumers, we can now see how the manufacturing process and materials are used to make a conscious decision about the purchase.
For instance, there are now many people opposing the use of leather, so they are opting for vegan leather, which is a much more economical and environmentally friendly option. Similarly, many products on the market have increased their sales percentage because of the benefits they offer to consumers.
4. Keep it real!
There are hundreds and thousands of brands selling their products every day! So, a consumer least expects and wants another sales pitch from you. The audience now requires value added to their lives by your brand or product.
This also means answering the audience with honesty and keeping things real when it comes to their services and products. One of the primary things to start with is giving a human touch to the products. Even if you are committing a mistake, make sure to acknowledge it and give valid solutions to your consumers.
It is more important when your industry is driven by technology. If you are using your audience’s data, the risks are doubled, and it becomes your primary responsibility to protect the data at any cost. People are migrating to LMSs in the eLearning industry as well because data is more secure on the cloud network than in ten different locations. Companies lose an immense amount of money every year to data breaches.
Especially when you are starting a brand, it is very important to build people’s trust and that can happen best by being honest with your audience. When you first start, you will almost certainly not be a perfect brand, but you must present yourself as someone who is growing with each experience.
5. Give fast services!
We have now entered a new year, and people’s expectations for fast services will probably increase with the onset of new technologies. People want replies with a click, which is why bots will be a popular option in 2023. The chatbots will give instant replies to people that they have always wanted. You’ve probably seen one; when you visit a website, a pop-up appears to assist you with any questions you may have.
This is a simple example of fast services and how the upcoming year holds immense opportunities to serve you better and better.
Let’s wrap it up!
To provide excellent CX, you must first understand your audience. You must understand their buying pattern or their basic personality to sell your services the best.
To have a better understanding, of your audience, you might rely on your previous data analysis or conduct surveys to know what they are up to. Other than enhancing the experience, knowing your audience will also help you make better plans and better decisions regarding your sales and marketing plans.
So, make sure you have a detailed plan for how your audience will behave in order to provide the best CX!
