According to a survey by Gartner, approximately 81% businesses are increasing their competitiveness by embracing customer experience (CX) trends. Join BSV in exploring the top 3 notable customer experience trends for 2024.
The trend toward seamless, multi-channel customer experiences
- According to RWS, approximately 901 million consumers expect to receive a multi-channel experience, interacting across multiple devices.
- Approximately 80% customers are interested in the multichannel customer experience as much as they are interested in product quality or price.
- Effective multi-channel customer experience strategies will help retain customers up to 89%.
- Customers are willing to spend approximately 41% more at physical stores and 101% more at online stores.
Businesses need to optimize their sales processes to avoid disruptions and create a seamless interactive link that provides customers with the most natural, consistent, and smooth experience possible.
Personalized customer experience trend
- According to Accenture, approximately 91% consumers remain loyal to businesses if they recognize and remember customer preferences, while providing offers tailored to those needs.
Example: Adam Pasick wrote an article on the Quartz forum explaining how Spotify's "Discover Weekly" feature works: It is a customized music list tailored to each specific user. This is primarily achieved through an algorithm that determines the user's "preference profile," based on their listening behavior and the most popular playlists within the Spotify user community. To date, Spotify has over 422 million highly engaged users and a market share 1.5 times that of Apple Music.
This is an important customer experience trend that businesses should focus on.
Trends in customer experience and free marketing
- According to research from IDR Marketing Partners, 9 out of 10 consumers are likely to increase their interest in a business and make a purchase after receiving free gifts or promotions.
Free gifts have a positive impact on customer morale, naturally attracting them and creating a sense of satisfaction, which has a lasting effect on customers. This is also one of the effective strategies for stimulating customer loyalty.
In addition, consumers have a habit of reading reviews before purchasing products. Many shoppers are increasingly aware of the value and impact of reviews from previous consumers. Reading reviews helps them get an overview before deciding to buy, thereby also creating trust and credibility for the business.
Customer experience trends are becoming increasingly diverse, requiring businesses to quickly adapt to these trends to avoid being left behind. In addition, leading the way in trends and keeping up with customer preferences is also the fastest way for businesses to "win big" in their business strategy.
