Marketing Trends 2020 – customer experience
What we do as an industry has dramatically changed over the past decade. We’ve shifted from trying to convince people to buy, to do, to act, to honing in on our customer’s journey and customer experience.
CX will rule Marketing and Advertising in the next decade.
The Customer Experience (CX) is king. People no longer want to be told what to do, instead they want to be educated, they want to be wooed and they want an AMAZING customer experience – one that they willingly will pay more for.
Read that again: They will pay MORE for a better experience.
Not that cheap, one and done is gone – there will always be price shoppers, but the trend is more on “show me what’s in it for me” as in the customer not the vendor.
So how do you have a Fab CX?
- Put yourself in YOUR customer’s shoes. You need to know them inside and out. What makes them tick, why do they buy from you – and why do they not? Knowledge is complete power here.
- KNOW your Value Proposition and make sure your team does too. It comes from the top. Empower your team to make decisions on behalf of bettering your client experience. Be it a refund, sending flowers, giving a bit more – the list goes on. In the end you’ll not only increase client retention – but employee retention. Happy Employees = Happy Clients.
- Over Deliver – I mean OVER DELIVER. Just woo the socks off them. Be Chewy – train your team to LIVE your value prop and DELIVER. DELIVER. DELIVER.
- Share your happy client stories – but let it be focused on them – not you. There is an art to it as to not look self-serving. Again, put yourself in their shoes
Marketing today is less about telling people what you do and more about showing people how you can improve their life and help them – even if it doesn’t involve what you sell.
CX should be at the core of your 2020 business and marketing strategy.