The Rise and Challenges of a Connected Customer Experience
The Importance of Customer Experience in Today’s Market
There’s no denying that Customer Experience (CX) has become the cornerstone of modern business. Companies are constantly looking for ways to make interactions smoother and more efficient. But, as new data shows, there’s room for improvement, a lot of it.
The Deteriorating State of CX
Recent findings from Forrester Research tell a story that many brands won’t want to hear: in 2022, CX quality took a hit for 19% of brands, the most significant yearly drop since the survey started. Astoundingly, only 3% of U.S. companies consider themselves “customer-obsessed.”
What is a Connected Customer Experience?
A connected customer experience aims to provide seamless, intelligent, and relevant interactions at every touchpoint of the customer’s journey. From your website and email channels to voice calls and social media, the goal is to offer a uniform experience that meets or exceeds customer expectations.
The Gap Between Expectation and Reality
According to Salesforce’s State of the Connected Customer report, while 85% of consumers expect uniformity and consistency across departments, 60% report that this expectation is unmet. The absence of a connected CX can create obstacles that are increasingly considered unacceptable by today’s consumers.
The Financial Ramifications of Disconnected CX
There’s more to this than just losing face. According to the same Salesforce report, 83% of customers are more likely to remain loyal to a brand that offers a uniform experience across departments. Additionally, acquiring a new customer is usually 4-5 times more costly than retaining an existing one. That’s not pocket change; it’s a potential drain on your resources and bottom line.
Getting Back on Track
Companies need to get back to the drawing board and refocus their efforts on customer-centricity. Delivering a connected CX is not a bonus; it’s essential. Increasingly, it’s also a determining factor in your brand’s long-term sustainability.
If your business is looking for ways to improve its customer experience, O’Brien Media has expertise in this crucial area. Feel free to contact us for more information.
In a market where customers are more demanding than ever, companies need to step up their game. Brands can’t afford to be complacent; the customer experience should be a top priority, not an afterthought. With a focus on customer-centricity, and a commitment to creating a connected customer journey, companies can successfully navigate the challenges that lie ahead.
Are you ready to give your customers the experience they demand, and in the process, ensure the long-term success of your brand? The clock is ticking, and the market waits for no one.