Customer experience in 2019: a key issue
Posted: Thu Jan 02, 2025 8:30 am
Providing a customer experience in 2019 is a crucial overseas data issue for all companies. Whether you are in B2C or B2B, digital and generations Y and Z are pushing companies to constantly improve their customer experience. Implementing a customer experience strategy in 2019 must be based on both digital and human principles. Because yes, the more digital there is, the more generations Y and Z want human. Therefore, a customer experience strategy in 2019 must be based on phygital actions.
Relying on digital and human principles essentially consists of valuing the place of man. The objective is to use digital as a tool and not a single solution for an optimal customer experience. However, one question remains. Is having a strategy focused on customer experience essential in 2019? The answer is already a big YES. The impact of digital, social networks and we will go further with the evaluations (ratings) mean that offering a good customer experience is a key issue for this year. However, digital, new technologies mean that the customer experience must be rethought and multichannel.
So, let's look from three angles at how a customer experience in 2019 is of prime importance for the good health of a company.
From a technical and internal point of view, offering a customer experience in 2019 will necessarily involve new technologies. But what do we mean by new technologies? Well, we mean tools and processes already used by some of you, such as:
Marketing automation that allows you to maintain relationships with your prospects or leads and to push information based on their searches
Lead scoring which is based on marketing automation and which allows you to assess whether your lead is more or less ready to make a purchase?
Chatbots that allow you to respond to customer expectations quickly or direct them to a qualified advisor
The use of blockchain is increasingly being considered by marketers, particularly for the transmission and traceability of data. In addition, this technology helps restore a guarantee of trust between brands and consumers on their personal data.
Relying on digital and human principles essentially consists of valuing the place of man. The objective is to use digital as a tool and not a single solution for an optimal customer experience. However, one question remains. Is having a strategy focused on customer experience essential in 2019? The answer is already a big YES. The impact of digital, social networks and we will go further with the evaluations (ratings) mean that offering a good customer experience is a key issue for this year. However, digital, new technologies mean that the customer experience must be rethought and multichannel.
So, let's look from three angles at how a customer experience in 2019 is of prime importance for the good health of a company.
From a technical and internal point of view, offering a customer experience in 2019 will necessarily involve new technologies. But what do we mean by new technologies? Well, we mean tools and processes already used by some of you, such as:
Marketing automation that allows you to maintain relationships with your prospects or leads and to push information based on their searches
Lead scoring which is based on marketing automation and which allows you to assess whether your lead is more or less ready to make a purchase?
Chatbots that allow you to respond to customer expectations quickly or direct them to a qualified advisor
The use of blockchain is increasingly being considered by marketers, particularly for the transmission and traceability of data. In addition, this technology helps restore a guarantee of trust between brands and consumers on their personal data.