As we inch near the end of the year, we’re all (obviously) thinking about our personal New Year’s Resolutions – like exercising more or finally learning to play guitar. But what about from a business perspective? What are some things you could do to really wow your customers in 2022? Luckily, the team at TTEC (a company who delivers truly exceptional CX) went ahead and asked industry leaders what their resolutions are. Keep reading to get inspired about the new year’s possibilities!
Super cliché, right? But clichés are clichés because they’re true! Your consumers are naturally comparing their experience with the last experience they’ve had with your company, so you want to make sure you’re always living up to their expectations. CX is about so much more than giving the people they want, it’s about being proactive and helpful!
It’s not enough to just use algorithms and bots to push your CX anymore. It’s about making that emotional connection and engaging with your customers human to human. Re-humanizing the customer experience, Don Peppers’ 2022 resolution, is all about reinstating the emotional connection your customers are no doubt craving.
Your business’ success, customer loyalty and retention, and survival needs to put the needs of the customer before your own. Don’t make business decisions because you think they’re right, take a leaf out of Dan Gingiss’ book and make business decisions because your customers will benefit from them. (That’s not just a metaphor; this guy literally wrote a book called The Experience Maker: How to Create Remarkable Experiences That Your Customers Can’t Wait to Share.)
This sounds a little like knocking on an open door. But Shep Hyken has a clear vision on how to achieve this. This is an evergreen resolution that will be relevant this year, next year, and every year after that! Your customers are getting smarter and clearer about the wow factor their looking for (and expecting!) from those they do business with. The key is to find the tipping point between meeting and exceeding customer expectations.
Where the first industry leaders took a more human approach, Steven van Belleghem is taking the tech route. He thinks that NFTs (still unsure what an NFT is? Don’t worry, so are we, here’s some info that might help) will play a major role in innovating the ways we increase customer loyalty. He shared with TTEC: “I think customer loyalty programs have been the same since the 1980s. I mean, you buy 10 breads and then you get the 11th for free, or you have these cards and all these points and all those things. They’ve been around for 30 years now, and they’re at their limit. I truly believe that with new technologies that are popping up, we can turn customer loyalty upside down and brands that understand that will be the winners of the next couple of years.”
Last but certainly not least: your employees; that core team of people on the frontlines of your customer service doing their best every single day! Tim Keefe reminds us that in 2022, our customer support teams are equipped and excited to drive customer experience. With so many unprecedented changes (a pandemic, remote work, etc.), your team has likely adapted and exceeded your wildest dreams. To be successful as a customer experience department in 2022 and onward, we need to remember that our employees are humans, too, and find ways to make work as easy and rewarding as possible.
These are just a few of the many possible resolutions we can commit to in order to make 2022 successful. It’s clear that all the greats agree: We need to find new ways to exceed expectations, gain loyalty, and reconnect with each other. What do you think? Will you be joining in any of the above resolutions for 2022? Let us know!
For now, from the whole Saysimple team, we wish you the best in 2022 and beyond!