Why are businesses looking to improve customer experience?

Chart of your day: customers expect more personalized experiences in accordance with businesses so in retrospect they’re prioritising improving CX

Customer Experience (CX) improvements are increasingly being led by customers wanting more personalized experiences in accordance with new research. Customer expectations are essentially driving CX prioritisation.

7 in 10 businesses said these were improving CX because customers expect more personalization, whilst 6 in 10 simply said they would like to improve customer loyalty, making sense, most of us want loyal customers!

I think they’re right though, customers expect a lot more personalization and several companies are still not personalizing the knowledge for customers. It’s great to note that businesses realise that customers have a desire to have personalized experiences, however now they’re expecting this and for that reason it is important that businesses begin to prioritize this and act fast.

You’ll spot the least concern was competitors delivering an improved experience, there’s less concentrate on competitors and much more on providing a far more unique experience, instead of say, copying competitors.

Just how are marketers looking to make those CX improvements?

According to the research, that answer is they are seeking to increase engagement, increase loyalty and increase conversions.

The focus is increasingly on creating improvements to personalize an event to improve engagement and loyalty, along with conversions, which may be increased through personalization. It is a shame to see not even half of marketers choosing gaining customer insights to be vital that you increasing CX, we’ve an excellent guide on how to conduct a highly effective client satisfaction survey and a different one on how to conduct persona research for all those thinking about gaining insights on customers to improve conversions, engagement and loyalty.

In exactly the same study, 50% of marketers said these were focusing heavily on the personalization efforts and 47.5% said these were also likely to be developing or redefining their content online marketing strategy to create better usage of their content on social media.

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David Linder

MA in Marketing from the University of Salford. Facebook Certified Planning Professional Facebook Certified Buying Professional

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