Times have changed. In the past, it was easier to create a product and take it into the market. The product could be a Unique Selling Proposition (USP) it itself, in a market of few players.
But today, similar products or services could be duplicated easily, or offered by many service providers. If this doesn’t convince you, let’s look at the social audio space as an example. One minute there was one very popular social audio platform called Clubhouse, but now there are so many others, and you can bet we will see many more in 2022.
So how do you compete in such a market?
One major differentiation which is often neglected is the Customer Experience. In simple terms, it is not only about providing a good product at a good price. Consumers now want a better experience before they buy, during their purchase and interactions with your brand after they purchase.
This is the reason why Customer Experience is a top priority for 45.9% of businesses who completed a recent survey by SuperOffice. With 20.5% of businesses choosing price as top priority, and 33.6% choosing product as top priority, you know there’s definitely reasons why more companies are prioritising Customer Experience over other things. This only makes topics such as Customer Loyalty, Customer Service and Customer Centricity on the top of hot topics in 2022. To be honestly they are already hot topics anyway, the reality will only continue to catch more fire.
Now that we know that customer experience is taking top priority in many businesses, here are some reasons why:
- 86% of buyers are willing to pay more for a great customer experience
- 49% of buyers have made impulse purchases after receiving a more personalised experience
- 50% of customers will stop visiting a website if it is not mobile-friendly
- 67% of customers prefer self-service over speaking to any company representative
- 45.9% of businesses identify customer experience as their top priority in the next 5 years
So now that you’ve seen some stats to influence your business decisions about 2022, remember the market is fierce. There are new entrants everyday and an important USP you should take more seriously is the experience you give to your customers. It influences their buying decisions, and determines if they continue to buy from you, or even recommend your services to others.
Customer Experience is priority. Don’t be left behind.
