We all know the pandemic and quarantine have made customer experience (CX) more crucial than ever before, with consumers both more emotional and more aware of their options, making them choosier and more fickle. Let’s check out some current specifics of the situation:
One important takeaway from these findings is that consumers don’t expect companies to satisfy their preferences perfectly but expect dissatisfaction promptly, efficiently, and sincerely assuaged. What’s more, while some customers value “magical,” presumably memorable interactions, this falls far behind priority compared to ease of use.
This leads to the somewhat-paradoxical concept that, for brands to make their mark with customers, they must hone their ability to provide interactions that are, in fact, unremarkable – so swift and straightforward to perform that users barely even notice doing them. Companies that manage this balancing act keep customers coming back for more.