Over the past decade, the battlefield for modern businesses has entirely changed. Brands that traditionally battle on the basis of innovation and technology have in recent years given their highest priority to creating differentiating customer experiences. Statistics don’t lie – while only 36% of companies used to compete on the primary basis of CX in 2010, more than 89% of customers battle it out to provide the highest levels of CX in 2020.
So what are customers expecting during their journey with a brand? Customers not only expect personalized experiences based on their taste, preferences, previous activities and priorities, they also expect consistency across each touch-point in the customer journey. Brands that can provide such consistency will win, thus positioning themselves for long-term sustainability.
Three ways on how brands can engage with their customers through heightened CX: