{"id":293,"date":"2025-03-27T21:50:58","date_gmt":"2025-03-27T22:50:58","guid":{"rendered":"http:\/\/www.fresnoforeclosure.com\/?p=293"},"modified":"2025-03-28T16:26:02","modified_gmt":"2025-03-28T16:26:02","slug":"what-makes-a-great-customer-experience","status":"publish","type":"post","link":"http:\/\/www.fresnoforeclosure.com\/index.php\/2025\/03\/27\/what-makes-a-great-customer-experience\/","title":{"rendered":"What makes a great customer experience?"},"content":{"rendered":"

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The definition of a \u2018good customer experience\u2019 today is nowhere as simple or straightforward as it was just a few decades ago (when assessing customer sentiment was carried out through a few phone surveys, for example).<\/span><\/p>\n

The modern consumer is multifaceted and complex, reacting to a wide range of factors: economic, social, political, and beyond, and they are more demanding than ever before.<\/span><\/p>\n

Thus, <\/span>Hire Digital provides insights<\/span><\/a> into the latest customer experience trends in 2023.<\/span><\/p>\n

Why customers are changing rapidly<\/strong><\/h1>\n

Accenture\u2019s survey reveals that 95 per cent of C-level executives believe that customers are changing faster than their businesses can keep up with<\/a>. They think that their digital transformation efforts are just keeping them afloat rather than driving their growth.<\/span><\/p>\n

So, what exactly drives these consumers to change? Here are some factors that are causing rapid changes in consumer behavior:<\/span><\/p>\n

Looming inflation and unpredictable markets\u00a0<\/strong><\/p>\n

72 per cent of consumers state that external factors like inflation are impacting them now more than before. Meanwhile, Gartner\u2019s research reveals that more than half of consumers feel like they have less disposable income and savings this year.<\/span><\/p>\n

Also Read:\u00a0BuzzAR is building the next big thing in Metaverse Marketing<\/a><\/strong><\/p>\n

Thus, their spending behavior has not only changed in such a way that they purchased less but in finding ways to make smarter purchases. For example, half of millennials and Gen Z are using digital tools to track coupons\/discounts as a means to combat inflation.<\/span><\/p>\n

The hybrid lifestyle<\/strong><\/p>\n

COVID-19 has opened doors for digital transformation. With a lot more products and services available online, people have adapted to the hybrid lifestyle of making purchases both online and in-person. According to Prosper Insights & Analytics, 33 per cent of adults are shopping in stores less.<\/span><\/p>\n

Social and environmental responsibility<\/strong><\/p>\n

A Harris poll revealed that more than two-thirds of Americans are now more concerned about climate change and that they expect their peers to adjust their purchasing habits accordingly. This is supported by the aforementioned Accenture research, which indicated that 72 per cent of consumers are more impacted now by external forces \u2013 climate change being one of them.\u00a0<\/span><\/p>\n

This leads us to our second insight into company ethics.<\/span><\/p>\n

Company ethics influences buying decisions\u00a0<\/strong><\/h2>\n

CX Network reported that customer experience practitioners observed a higher level of sustainability awareness from consumers. A lot of customers now consider companies\u2019 level of environmental sustainability and morals in their purchasing decisions. An Aflac research supports this by showing almost eight out of 10 of consumers believe companies that stay true to their ethics\/values outperform others in their field.<\/span><\/p>\n

Meanwhile, 92 per cent of millennials are more likely to buy products from ethical companies, and over four-fifths of these consumers believe ethical brands outperform similar companies that lack a commitment to ethical principles. Thus, they want organisations they engage with to not only answer their needs but also add value to the world overall.<\/span><\/p>\n

Customers are looking for more meaningful interactions<\/h2>\n

A Conduent report revealed that customers crave more meaningful interactions with brands. Eight out of 10 respondents would likely purchase products from the same brand if they had a great customer experience on a digital channel.<\/span><\/p>\n

Here are factors that contribute to a meaningful customer experience:<\/span><\/p>\n

Personalisation<\/strong><\/p>\n

Personalisation has been a marketing buzzword for a reason. A Gartner study pointed that 86 per cent of B2B and 72 per cent of B2C consumers expect companies to know their information during an interaction.<\/span><\/p>\n

Also Read:\u00a0We can no longer adopt a cookie-cutter approach to marketing: Gunalan Ram of CINNOX<\/a><\/strong><\/p>\n

Thus, it\u2019s imperative to integrate mass data available for optimal personalisation. Some organisations fail to analyse all data sources and mostly rely on customer feedback.<\/span><\/p>\n

However, strategies for optimisation and personalisation should be taken from integrated sources of demographics, operational data, financial data, purchase history, and more to truly understand the multi-dimensional needs of consumers. This also enables an organisation\u2019s customer experience to evolve and keep up with consumer changes.<\/span><\/p>\n

Convenience<\/strong><\/p>\n

Gartner\u2019s research discovered that consumers\u2019 value for convenience has been at an all-time high over the past 12 years.<\/span><\/p>\n

Moreover, a Hyken ACA research shows that:\u00a0<\/span><\/p>\n