In the recent past, there has been a whole wave of new methods that marketers use to acquire new customers—be it social media, advertisements on video sites like YouTube or even phones that companies sell with ads built in. This, however, has increased the focus on the existing customers and their customer experiences (CX). One of the easiest ways to positively impact customer satisfaction, loyalty, and sales, is by addressing the customers’ needs. Changing the way the customers feel about the company will go a long way in terms of CX.
A survey done by Gartner shows that 72 percent of mobile messenger users use their messaging apps at least once a day, making this an ideal platform for marketers to have personalized conversations with their prospective customers to drive engagement. With the growing number of smart home devices like Alexa and Google Home in people’s pockets, it makes it much easier for marketers to drive engagement.
The rise of Chief Customer Experience Officers (CCOs) has increased the amount of oversight for CX. Typically tasked with examining CX across the multiple departments, channels, and products in the company, CCOs remove silos and help increase revenue. CCOs are responsible for building CX that helps customers with their issues and resolves them without much effort on the customer’s part, which will in-turn further builds on the customer-seller relationship.