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.
No matter if the group is a ladies’ book club, kids’ birthday party or corporate retreat, Painting with a Twist aims to deliver a unique and consistent experience and create an environment where people know they can relax and enjoy a carefree escape with their loved ones. Delivering on that promise creates an experiential retail brand with loyal customers.
The digital transformation involved putting more resources and focus on consumer targets and insights. Serta Simmons used data analysis to better understand its customers. Instead of getting most of its insights from retailers as it had in the past, the company shifted to listening to customers to better understand what they want and need in a mattress. Serta Simmons also uses an innovation team to pilot new ideas, especially related to technology, to create a smoother internal and external experience.
Everywhere around the world, customers want convenient and personalized solutions. These companies show that brands that put customers first will always succeed.
Fifty-nine percent of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies reporting growth without a customer-focused CEO.
Hubspot customers are acknowledged and welcomed to the website right away with a chatbot called HubBot. The bot asks a few basic questions to understand the customer and get the right human agent to connect. HubBot can answer questions and streamlines much of the overall experience.
Employee experience has a huge impact on overall business performance. These 10 companies show that organizations that are dedicated to providing an engaging environment for their employees can reap the benefits of increased revenue and shareholder returns.
[Millennials] will soon be overtaken by Gen-Z, which currently has $143 billion in annual buying power, and the number is expected to increase when it becomes the largest generation of consumers in just a few years. Younger consumers are more passionate about the environment and won’t support companies that don’t care about environmental issues, such as many large automakers.
By bucking many industry trends, Trader Joe’s creates an unbeatable customer experience that can be emulated by brands in any industry. The store focuses on creating amazing individual experiences and builds real relationships instead of just pushing products. Relaxing, having fun and valuing customers and employees pays off in spades at Trader Joe’s.
Utility companies are just beginning to see the benefits of investing in customer experience. Simplifying communication and finding convenient digital solutions can not only help increase customer satisfaction but also lower internal costs and accelerate growth.