2021 was a year of progress after the pandemic. 2022 brings a sense of hope, uncertainty, and endless possibilities for customers to look forward to. The new year is all about starting fresh on a clean slate. It’s all about learning from the past and moving forward into a brighter future. With the new year comes new customer trends and a chance for businesses to gain more clientele than ever before. This blog will dive into five ways to engage more customers in 2022.
Customer Journey Mapping
Customer Journey Mapping maps out all the touchpoints along the customer journey – website, social channels, and interactions with the marketing and sales team. According to LinkedIn, “the journey of a customer doesn’t end when they buy your product, but it actually is the very beginning.” Each part of the customer journey should be included on the map for the brand to understand the needs and expectations of the customer. This means understanding buying behavior and needs and expectations. As a business, this strategy is crucial to optimizing the customer journey in retrospect to the customer. This method of customer data analysis has been growing over the past couple of years and is really taking off in the 2020s. Look out for many tech companies selling their solutions for gathering, analyzing, and understanding all sources of customer data through this process.
Customer Personalization is Imperative
The thing to keep in mind, when it comes to the concept of customer personalization, is that the business world revolves around the customer. Nowadays, customers desire a “perfect” experience with a business and its products. Customer personalization is the process of designing or producing services and products to meet a customer’s unique requirements, based on the information the business has learned about the customer. The level of personalization will vary by customer and business model. Customer personalization helps build a strong and stable relationship with the customer. This not only helps gain the trust of customers, but it also helps attract new customers in the long run. Personalization was merely limited to good, personalized customer service. But with the advent of more powerful technology behind businesses, more aspects of the customer experience can be tailored to who each customer is and what their specific needs are. From adapting advertising to their demographic sector or to using targeted upselling and cross-selling methods, personalization is a powerful tool becoming stronger in 2022 for building better relationships with customers.
Data Privacy is Crucial
Data privacy is the protection of data that people should not have access to and the ability of individuals to decide who can access their personal information. This information can be the person’s name, phone number, date of birth, geographic location, or online behavior. Data privacy is a fundamental human right. Customers need to have faith that their data will be protected no matter what. Personal data can be misused and mishandled in so many ways, especially when it’s hacked and accessed by unauthorized parties. With more and more scrutiny and vulnerabilities related to data and privacy, 2022 is looking like a good year to make sure your data standards are up to the global par of regulations. Between regulations like GDPR and CCPA, there are good guidelines and strategies for protecting your business and customers. So making this a current and future priority is simpler than ever, but also definitely more necessary than ever.
Chatbots Galore!
Chatbots are used to easily communicate with customer service, receive customer feedback, and track issues and queries. For businesses, chatbots are used to increase efficiency and productivity. In 2022, there are many companies offering chatbot solutions, especially ones built into business CRM systems, so that all of your data flows together. Chatbots are a way of understanding your customers and their expectations. They also save time. Rather than trying to call a customer care number and get put on hold for a long time, chatbots can come back to you with a response in a matter of seconds. Chatbots can also be programmed to answer a select set of questions so that customers don’t have to get in contact with a representative or search deeply for answers to important FAQs.
Communication
According to LinkedIn, “effective communication with the customer is a critical component of good customer service.” The last thing you need is an unhappy or frustrated customer. Keeping this in mind, every interaction with a customer affects the entirety of your business. Customer feedback encourages an organization to do better. Customers appreciate it when their feedback is truly taken seriously. Feedback can be good, bad, neutral, or ugly. Organizations can choose to ignore it and move on or take it in their stride and improve. 2022 is looking to be a year for customers to engage and communicate with businesses in an omnichannel manner. From social media to email to website interactions, customers can find brands and interact with them through reviews and comments easier than ever before.
Make Sure Your Customers and Engaged Using PxidaCX
Our customer engagement feedback solution, PxidaCX is designed to get businesses the data and feedback they need to make better business decisions. In the long run, strategies like these ones work best if the customers respond to them and businesses can track the improvement of customer experience over time. By gathering customer feedback through pulse and touchpoint surveys, businesses have a better idea of how customers are responding to strategies and decisions made with their engagement in mind. Give PxidaCX a try today for free!