Customer Service

CX Trends 2024: Top 6 Customer Experience Predictions

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CX Trends 2024 - Augmented and Virtual Reality Experiences

Step into the future of Customer Experience (CX) Trends 2024! Businesses face a pivotal challenge: to elevate their customer experience strategies. Staying ahead requires proactive preparation. Join us as we explore six upcoming CX trends that are reshaping the landscape of how businesses interact with their customers.

Table of contents:

Top 6 CX Trends for 2024

#1 Hyper-personalisation becomes standard 

In 2024, hyper-personalisation will take centre stage. Companies are diving deep into customisation by leveraging the power of Artificial Intelligence (AI) and data analytics to offer highly tailored experiences. From personalised product recommendations to individualised marketing strategies, those who don’t will risk trailing behind those who have a better understanding of their brand through the customer’s eyes. To stay on top, employing customer journey mapping will be critical, allowing you to easily identify opportunities that enable you to provide exceptional customer experiences where it matters most. 

#2: AI integration as CX Trend in 2024

We believe Artificial Intelligence (AI) will be further utilised by businesses to seamlessly integrate into customer experiences. We expect to see more advanced use of chatbots, voice assistants, and predictive analytics. This means that AI won’t merely handle routine inquiries but will be able to predict customer needs, providing proactive assistance in real-time – without putting any extra burden on existing resources. We can see this most keenly in one of insight6’s long-time partners, Moneypenny, who’ve perfected the art of giving businesses large or small brilliant people superpowered by technology, to capture every opportunity and deliver outstanding service on your behalf.

#3: Ethical CX and privacy concerns 

With increased data collection and personalisation, ethical customer experience practices and data privacy will be put firmly in the spotlight. Companies will need to transparently communicate how they use customer data, ensuring processes align with evolving privacy regulations. Recent insights from the Institute of Customer Service’s recent Satisfaction Report show that more than half of the organisations in the UKCSI have received lower customer satisfaction than they did a year ago. Highlighting the growing importance of prioritising ethical practices when it comes to ensuring a satisfactory customer experience.  

#4: Virtual and Augmented Reality Transformations 

Forbes predicts that AR and VR will enhance customer experiences in 2024. They’ll also boost business visibility in competitive markets, leading to higher loyalty, engagement, and profits.

VR and AR technologies will find broader applications in enriching customer experiences in 2024, especially in e-commerce and remote services. From virtual product try-ons to immersive shopping experiences – and AR-powered customer support – these experiences will become integral to delivering the next-level interactions that consumers demand. Interactive product catalogues enabled by AR technology allow customers to see products within their environments, enabling them to understand more about size and fit. VR on the other hand places users in an entirely digital environment that completely shuts out the real world, revolutionising the way businesses engage with and interact with customers.

#5: Sustainability-driven experiences

Customer consciousness about sustainability is on the rise – and rightly so. In 2024, companies will need to match this energy and prioritise eco-friendly practices across products, services, and operations, making environmental responsibility a core element of the customer experience. According to Deloitte, a quarter of consumers are prepared to pay more for sustainability. This includes paying more for sustainable products and packaging and choosing for products from suppliers that respect human rights or commit to ethical working practices. This trend reflects a growing awareness and commitment to meeting customers’ expectations for sustainable and responsible business practices across the board. 

#6: Real-time feedback & instant resolution

The advancement of real-time feedback tools empowers customers to share instant reviews and suggestions. In response, companies must prioritise swift issue resolution, employing automated systems to address concerns promptly. Through insight6’s total feedback solution, instant insight, you gain actionable insights from both customers and employees. You can analyse real-time feedback, benchmark against competitors, and improve your offerings. By consistently measuring customer satisfaction and loyalty, businesses can foster ongoing improvement, adapting to evolving demands and driving sustained growth. 

Using instant insight will:  

✓ Help you gain customer feedback.   

✓ Allow you to gain employee feedback.   

✓ Analyse/report on real-time feedback.   

✓ Obtain actionable comments.   

✓ Improve your products and services.  

✓ Benchmark against your competitors.   

✓ Increase positive online reviews. 

Discover the power of feedback with instant insight our total feedback solution.

Summary: CX Trends 2024

As we look ahead, these customer experience trends will redefine industry standards. Plus, they present lucrative opportunities to create memorable and meaningful interactions. Stay ahead of the curve, embrace innovation, and make 2024 a year of unparalleled customer experiences. Get in touch with insight6 today for a no-obligation chat. Or, reach out to request a demo and see how instant insight can transform your business.  

Interested to know more? Sign up for the insight6 newsletter and stay up-to-date with everything you need to know to improve your customer experience.  

The Christmas Experience: Tips For CX-Mas Delight

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Christmas experience.

‘Tis the season to go beyond transactions and craft an unforgettable Christmas experience. During the bustling holiday rush, expectations soar, and your approach to managing them is vital. Beyond retail, every sector plays a role in shaping memorable festive moments. Our six tips are your guide to creating a positive impression by exceeding expectations that resonate long after the tinsel is packed away!

Christmas Experience: Declining Satisfaction

No matter the season, delivering ‘WOW’ moments in customer experiences is key to business success. Yet, The UK Customer Satisfaction Index notes a dip, hitting the lowest since 2015, across all sectors. With 60% of employees in customer-facing roles and 80% of GDP from services, outstanding customer service is vital for our collective well-being.

Christmas Experience: Squeezed incomes

Amidst a cost of living crisis, pressure on incomes intensifies, casting a shadow over homes and businesses. The impact of a subpar customer experience is felt more keenly, with customers enduring longer wait times and heightened frustrations. For those with low financial well-being, empathy and exceptional service are crucial.

Recognising and responding to unique situations isn’t just good practice; it’s essential. How you make people feel is this season’s smartest strategy to deliver an exceptional Christmas experience to win and keep customers. At insight6, we partner with hundreds of happy clients to transform the customer experience. As we dive into the holiday spirit, our six tips are your trusted guide, adding a sprinkle of magic to make this season a CX-Mas delight.

Six Tips To Enhance The Christmas Experience

CX-Mas Tip 1 – Dive into the Data

Begin your journey by mining gold from past seasons. Scrutinise enquiries, sales, returns, and reviews to spot trends. Quantitative data, like demand metrics, offers strategic foresight but doesn’t neglect the qualitative side. Do you know how your customers feel about your products and services? Asking for and acting on regular customer feedback is critical to business success. 

Implement online feedback or mystery shopping to see through your customer’s eyes, and regularly seek feedback to uncover areas for improvement. Remember, data is powerful only when put into action. Learn how to turn customer feedback into actionable insights.

CX-Mas Tip 2 – Ignite Your Team’s Passion

Fuel the holiday spirit within your team by articulating a shared vision for the season. Communicate the organisation’s goals and emphasise the desired customer experience. As the busy season approaches, ensure your team understands the collective mission: to make it easier and more joyful for customers. Employee engagement is the linchpin of business success, and training them on the customer experience process is pivotal. Instil in them the ability to see through the customer’s eyes.

However, tread carefully— an ill-conceived customer experience strategy can be more detrimental than having none. Managing and implementing feedback is integral, making the choice of a reliable customer experience partner crucial. At insight6, we recognise that feedback is data, not judgment. We harness this data, coupled with the expertise of our local customer experience specialists, to conduct workshops that inspire and motivate teams. Discover how our workshops can empower your team and enhance the customer experience.

CX-Mas Tip 3 – Navigate Complaints with Empathy

Prevention is the best strategy—anticipate and address issues before they escalate. When things do go awry, resist defensiveness. Acknowledge the problem, listen attentively, and express genuine empathy. Your customers want to be heard. Emphasise your commitment to making things right, and ask them directly how you can restore their experience. In handling complaints with empathy, you turn challenges into opportunities for connection and resolution. Talk to us to explore our approach to empathetic complaint resolution.

CX-Mas Tip 4 – Forge Emotional Bonds for Lasting Impact

Emotional connections are not just sentimental—they’re powerful drivers for customer loyalty and business success. Studies show that emotionally connected customers are more likely to spend more time and money with a brand and become vocal advocates, influencing others. Ensure your teams understand the impact of emotional connections on purchase decisions.

The key is in the details—encourage your teams to serve with a genuine smile, whether in person or over the phone. A positive emotional connection during customer interactions leaves a lasting impression, fostering loyalty and encouraging positive word-of-mouth. Learn how mapping your Customer Journey and understanding touchpoints can shape remarkable experiences.

CX-Mas Tip 5 – Build Trust Through Openness and Authenticity

Trust is the currency of customer relationships. Deliver on promises, whether it’s meeting delivery times or keeping customers informed. In an era marked by concerns over greenwashing and ethical practices, transparency is non-negotiable. Showcase your commitment to authenticity and ethical conduct.

A simple rule applies—be nice. Treat your customers the way you’d want to be treated. The authenticity of your interactions leaves a lasting impression, fostering a sense of trust and loyalty. When customers feel they’re getting the best from you, they become your strongest advocates. Discover how customer satisfaction and a strong CX strategy can help your business succeed.

CX-Mas Tip 6 – Craft Unforgettable ‘WOW’ Moments

Elevate your customer experience by weaving in ‘WOW’ moments that transcend the ordinary. In today’s dynamic business landscape, exceptional customer experiences aren’t just a luxury—they’re essential. A ‘WOW’ moment is that extraordinary interaction that makes customers pause, smile, and remember. It occurs when your service or product goes above and beyond, creating a positive, memorable experience.

Creating ‘WOW’ moments demands a proactive stance. Begin by mapping your customer journey and delving into feedback from your clients. Identify touchpoints and pain points to uncover opportunities for ‘WOW’ moments. Additionally, engaging and empowering your employees is essential to consistently delivering exceptional service.

As we wrap up this festive journey, armed with six invaluable tips to enhance your customer experiences, let the spirit of the season guide your interactions. At insight6, we’re dedicated to helping businesses like yours elevate customer interactions and create lasting impressions.

Ready to embark on a journey of customer experience transformation? Get in touch for a no-obligation chat or request a demo of our online feedback tool, ‘instant insight.’ Let’s make this season one to remember for you and your customers!

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How do you make your customers FEEL?

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“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”–Maya Angelou

Whilst driving into work this morning, I was trying to sum up my holiday experiences and that ever-present factor, customer service. In Cornwall, Spain and France over the past few months I have encountered some very interesting characters in the service industry, as we all do on a daily basis.

On occasions I left a store, hotel, market or restaurant feeling satisfied. On several occasions I left feeling good.

On one or two occasions I left feeling totally incensed. And on one occasion I left feeling REALLY happy. Other than the tangible factors that we can all measure, such as cleanliness, availability of products, speed of service and politeness, what is it about some experiences that make them GREAT?

Surely the answer is in how you make your customers FEEL? Only those clever people in the customer service industry are able to ‘step outside their own lives and step into the shoes of each individual customer’. A rare gift, and one quality not easily taught in an average training session.

This morning I stumbled across the following story by Kent Nerburn that I think nicely sums up my point.

Twenty years ago Kent used to drive cabs on the night shift; his customers at that time of the evening seemed to treat his taxi as a moving confessional. He tells us the story of one particular customer: an old, frail woman who Kent picks up at 2.30am.

Would you carry my bag out to the car? she said.

I took the suitcase to the cab, then returned to assist the woman. She took my arm and we walked slowly toward the curb. She kept thanking me for my kindness.

“It’s nothing,” I told her. “I just try to treat my passengers the way I would want my mother treated.”

When we got in the cab, she gave me an address, then asked, “Could you drive through downtown?” “It’s not the shortest way,” I answered quickly.

“Oh, I don’t mind,” she said. “I’m in no hurry. I’m on my way to a hospice.”

Kent, sensing that the woman is in need of company and sympathy, decides to dedicate the rest of his shift to this one taxi ride. He spends several hours driving her around town, past important places in her life.

As the first hint of sun was creasing the horizon, she suddenly said, “I’m tired. Let’s go now.”

…We drove in silence to the address she had given me…

“How much do I owe you?” she asked, reaching into her purse.

“Nothing,” I said.

“You have to make a living,” she answered.

“There are other passengers,” I responded.

Almost without thinking, I bent and gave her a hug. She held onto me tightly.

“You gave an old woman a little moment of joy,” she said. “Thank you.”

I squeezed her hand, then walked into the dim morning light. Behind me, a door shut. It was the sound of the closing of a life.

(You can read the story in full at Sivasakthi Ranganathan’s blog)

Will your customers remember the 20% discount you had on offer or the fact that your produce was all labelled correctly? Will they remember that you used their name or said goodbye?

No, but it is all of those little details that add up when the customer thinks back on how the experience MADE THEM FEEL.

How do you make your customers feel? When they leave your store do they feel like they were valued?

Feelings – reactions, emotions – are not created through the offer of the week but rather through the relationships we build, the trust we earn and the time we spend with each customer.

How do your customers feel today? Do you engage your customers at an emotional level?