Let’s start by trying to understand what the customer expects from the customer experience (CX):
Every business nes to know who their customers are, where they live, how old they are, and so on. Customers today expect personaliz and favorable treatment . Any business can now use artificial intelligence (AI) to understand their customers on a whole new level.
A customer who feels understood is a satisfi customer.
In 2013, after years of development and testing, Disney World launch its MyMagicPlus program.
Every Disney World guest gets a MagicBand, a wristband equipp with RFID (radio-frequency identification) technology and a long-range connectivity system. It can communicate with thousands of sensors, transmitting data and information in real time to hundrs of different systems. The park has become a sort of giant computer that collects data in order to optimize the visitor experience . The wristbands act as hotel keys, crit cards, tickets, FastPasses and more.
1. Being understood and anticipat in your nes
The more you know about your customers, the better you can prict what they will want in the future , through prictive analytics aim at improving their experience.
Elevator company Kone, for example, uses system data embd in its equipment to plan maintenance and service visits or to intervene before a potential failure occurs.
The customer wants the company to not only know, but also anticipate their desires and nes.
2. Get immiate answers
Responding quickly to customers will be increasingly important in the future. Customers expect to receive what they ne in the shortest possible time .
Spotify, for example, has start developing personaliz playlists that take into account the activities that customers do during the day. What they want to listen to in the morning on their way to work is different from what they like to whatsapp data listen to in the evening while jogging.
3. Clarity in communication and living an experience as “tangible” as possible
Recent research from Sprout Social reports that 86% of shoppers want brands to be completely honest.
Staying true to your company values will be crucial from now on .
When it comes to marketing, brands should always opt for transparency. For example, low-cost carrier Southwest Airlines creat an advertising campaign to inform its customers that there are no hidden or additional costs. The campaign enriching and launching your prospecting emails generat over 5 million “likes” on Facebook, earning the company the trust of shoppers.
We live in an increasingly digital world, but people still want a tangible experience . Clothing retailer Hollister offers an in-store experience deb directory that tantalizes shoppers’ senses with enticing lighting and the use of certain fragrances.
Apple offers its customers the opportunity to experience the look and feel of its products firsthand in stores.
Augment reality can take things even further. Nike has invest in an app that helps customers collect and store their workout data. At the same time, the app provides value to the customer and useful data to the company. After a certain amount of miles, for example, the app suggests to the runner that it is time for a new pair of shoes.
The customer can virtually measure the shoe before placing the order.
On the company’s side
We have seen what customers expect. Now let’s see what the company must do to live up to their expectations.
1. Implement AI within the organization
