No matter the industry, companies must stay on top of trends, demands and concerns for customers. Finding innovative new products and procedures can lead to big rewards, especially for companies that are willing to take risks for their customers.
Customers care about all aspects of the experience, including what happens with a company behind the scenes. These stories highlight the need for companies to be transparent in their internal goals and processes, as well as tuned into what customers want to provide a seamless experience from start to finish.
These companies come from all industries across the world, showing that any company can be customer-centric with the right focus and a dedication to improving the world and the lives of their customers, employees and they impact they make on their communities.
The world is changing at a frantic pace, which will only continue to speed up in coming years. At the cusp of those changes are futurists, who keep their eye on what the coming months, years and decades may bring. And more than ever, women are making their mark on the field.
2020 will bring customer experience into a new decade. The incredible growth in customer centricity we’ve seen in recent years will only continue to grow over the next decade, giving customers more power and companies more opportunities to grow than ever before.
Most digital transformations are driven by growth opportunities, followed by increased competitive pressure and new regulatory standards. Executives say the top benefits of digital transformation are improved operational efficiency (40%), faster time to market (36%) and the ability to meet customer expectations (35%).
Brick-and-mortar isn’t dead, but it is changing. Brands that stay close to customers and evolve to meet their needs can still have great success in the physical space. These stories show that companies need to take time to re-evaluate their offerings to create the best possible customer experience.
With its modern approach to data combined with a personalized effort that emphasizes humans, Stitch Fix offers a master class in personalization for all other companies. Finding innovative ways to collect and use data and build strong relationships with customers ensures the personalization efforts will be sustainable in the long term.
Customer experience is the great leveling field. Any tiny company can step in and completely rebuild an experience that is broken, and they win. It doesn’t matter your size or your legacy. Right now the airlines still have regulation on their side making it hard for newcomers to disrupt and innovate, but newcomers are starting to, and we will only see that eventually companies riding their own coattails will not survive.
Customer-centric companies don’t compete solely on price. With many items becoming commodities, the best way to stand out and be sustainable is to offer a strong customer experience.