The customer experience market has changed drastically in the last few years as customer’s expectations have evolved with technological changes. Now much of the customer experience occurs online and through mobile apps. These are some of the biggest trends in the customer experience market right now.
Demand Remains High
Despite the difficult circumstances this year has brought, support in the customer experience market remains high at all levels. In fact, in the C-suite, customer experience is currently the hottest hire. Companies have really started to prioritize customers. They want to give customers an experience that is not only enjoyable, but also unique and memorable.
The Internal Customer
Companies aren’t only interested in the experience of consumers. They are also interested in the experience of their internal customers, or their employees. The customer experience market has combined elements of customer experience and human resources. Part of the job of customer experience specialists is to ensure the company has a compelling brand, message, and culture, which cannot happen unless customers and employees both enjoy their experience.
Another important thing to consider when speaking about the internal customer is that they have an important role in the experience of consumers. A company needs to have full buy-in from their employees, as employees need to live and breathe what you are trying to sell to get the consumer on board. The most successful companies are committed to their brand and do whatever they can for their customers and employees.
Purpose and Mission
Much of what customer experience professionals do is driven by a sense of purpose. Often, these professionals devote extra time to trying to connect with millennials who care more about the mission of a company than other generations. Customers today want to know that the time they spend interacting with a company is purposeful and that the company they support with their dollar represents more than just a product or service.
Alternatives to a Full Customer Experience Team
Not every company has the resources to employ a full customer experience team. Fortunately, there are still ways for these companies to improve customer experience. There are many different software platforms that can help companies streamline the customer experience process. This gives even smaller companies and startups the opportunity to reach their customers in a meaningful way that is also cost effective.
The customer experience market remains strong, especially at the C-suite level as leaders recognize the importance of engaging with customers and employees in a meaningful way. Companies around the world are more devoted to delivering a high-quality experience than ever by creating purposeful and satisfying customer interactions. They also care about providing their employees with a rewarding work experience.
by Christopher Rios
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