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.
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%).
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.
When products become commodities, brands need to shift their focus to make it more about experiences and less about simply selling products. Black Friday is a great opportunity for companies of all sizes to show their dedication to something bigger than profits and highlight mindfulness in the customer experience.
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.
Friction is anything that slows customers down. Reducing friction often doesn’t involve huge changes. In many cases, it’s the small changes that remove friction and create a compelling customer experience. Roger shares the example of Amazon’s one-click ordering.
Physical retail stores won’t die, but they will definitely transform in coming years. In order to stay relevant, stores need to adopt new technology, change their offerings and build real relationships with customers.
The idea of renting isn’t new—people have been renting apartments and cars for decades. But renting in the future will expand to include a huge variety of items. We’re already seeing the future of shared and rented items with these innovative concepts and companies: