Customer Experience Leaders Weigh In On How 2020 Has Permanently Shifted Expectations

Ruby’s newest report takes a close look at the emerging customer service trends and how business owners can meet expectations in 2021

 2020 pushed even the most reluctant consumers into the world of virtual experiences, as services like e-documentation, video calls, and telehealth became the only way to do business for many. As a leader in delivering virtual customer experiences for nearly two decades, Ruby’s most recent report, How 2020 Shifted Customer Experience Trends for 2021, explores the impacts of this transition on consumer expectations while providing tangible advice from top customer service experts on how businesses can stay ahead of the curve.

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The most significant discovery shared in the report is the increased demand by consumers for quick answers and instant service while still receiving a highly personalized experience. Curbside pickup and delivery apps brought a new level of convenience consumers won’t soon forget, and the ripple effect is being felt across all industries.

Customers won’t be going back to the ‘old way’ of doing things anytime soon.

“Customers now expect brands to respond to their needs in faster, more understanding ways,” said Jeannie Walters, CEO of Experience Investigators and customer experience speaker. “Customers won’t be going back to the ‘old way’ of doing things anytime soon. Customers are valuing how they’re saving time and still getting what they need.”

The report goes on to detail how businesses that successfully navigated 2020 did so with a customer-centric mindset that used technology to support those interactions, not replace them. For example, providing multiple channels for customer interactions—such as phone and website chat—offered consumers the ease of experience they desired while helping businesses capture more opportunities.

“2020 has shown the importance and value of human connections,” said Ruby CEO, Kate Winkler. “Even though we couldn’t perform business in person, the personal connection customers’ crave didn’t go away—quite the opposite in fact. The businesses that survived and thrived found ways to deliver on that expectation in new ways.”

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