In recent years, a strong focus on customer experience has become one of the main defining features of successful organisations. With more and more businesses starting to emphasis customer experience over other, more traditional priorities, those who don’t follow suit are likely to fall behind.
Providing the optimum customer experience is made more challenging by the changing nature of customer expectations, so we thought we’d share a few predictions that can help you get ahead of the rest of the crowd and deliver a customer experience that meets consumer needs in 2017 and beyond.
According to a recent report from Trendwatching, we can predict the future of customer experience by looking at new business innovations today. The new technology platforms and services that are being created today will become the customer expectations of the future. If you can take steps now to identify and implement these future strategies into your customer experience you can get off to a great start with your customer experience.
There are a number of innovations that we have seen recently, and that have a lot of relevance to customer experience. These are mostly focused on making the customer journey more smooth, integrated and stress free. The less the customer has to think about what they’re doing, the easier their lives are going to be and this is especially true in the Superannuation industry.
If you can create a seamless experience where your customers don’t have to spend hours looking for information about their super and requesting transactions, you will free up time for them to spend elsewhere. By having all the data at their fingertips and being able to make transactions quickly and easily, your customers will enjoy a smoother experience and won’t have to spend a lot of time and energy fiddling around with their super.
The increase in on demand services is another recent trend that has spilled over to customer experience, driven by the growth of on demand content and tailored apps that serve up what customers want, in the format they want it at a time of their choosing. Superannuation organisations that want to deliver an excellent customer experience in the future should be thinking about ways they can tap into this trend by offering up to date reporting and analytics for their customers and real time data, available at any time from any platform.
Customer experience is constantly evolving and if you want to stay up to date with the latest trends you need to be sure you’re keeping up with your customers’ expectations both now and in the future.