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What does today’s customer “look” like?
We love those viral Karen videos… those raw footages that get on our nerves but are so satisfying to watch. But having seen the worst of people, is the customer still king after all these years of social media, customer experience, and branding?
Today’s client is a sophisticated, technologically smart, and socially concerned person
… with a diverse set of expectations and behaviors. Here’s a profile of what the contemporary client usually looks like:
They’re Digitally, Tech-Savvy, and online (all day!)
Customers nowadays are tech-savvy and use many devices, such as smartphones, tablets, computers, and smart home devices. They favor online channels for shopping, communication, and entertainment and are often impacted by technological trends and advances.
They’re Informed, research-oriented, and price-conscious
Today’s clients do considerable study before making purchasing decisions. They read reviews, compare items, and ask for suggestions from peers and influencers. They often seek the greatest value for their money and evaluate costs across several platforms and retailers.
They also “demand” a more personal approach.
They want companies to understand their specific interests and for them to provide customized experiences, ranging from tailored advice to special promos. As such, tailored marketing and advertising work for them. Generic marketing methods are ineffective since they want messages that are relevant to their interests and habits.
They are value-driven and ethical.
Social issues such as environmental sustainability, ethical sourcing, and corporate social responsibility (CSR) are high on their list. They are more inclined to support brands that reflect their ideals. In addition, they respect brand image and favor organizations that are open and honest about their methods.
They are omnichannel shoppers:
It’s a matter of convenience for them. They prefer stores that can provide a seamless shopping experience across numerous platforms, including online, in-store, mobile, and social media. They also demand a seamless experience in which they may begin shopping on one channel and end on another without interruption. Social media isn’t just a platform for interaction, it’s also a point of sale for them.
Oh, yes, they are also impatient with (sometimes unreasonably) high expectations.
Customers nowadays want instant gratification and are impatient with delays. They want prompt replies, expedited shipment, and instant solutions to their concerns. They set high standards for product quality, customer service, and overall brand experience. A single poor encounter might lead to a brand switch.
They are driven by engagement.
Customers like to connect with brands rather than passively absorb material. They take part in debates, provide comments, and want businesses to interact with them meaningfully on social media and other channels. Influencer-followers are affected by social media celebrities and peer evaluations. Brand endorsements from trustworthy influencers may have a big effect on their purchasing choices as well.
They are Mobile-Centric and App-Savvy.
Across all age groups, today’s customers rely heavily on mobile devices for everyday activities – shopping, socializing, working … all these already take place on mobile devices. Because of this, they favor apps for convenience and expect firms to provide mobile-optimized experiences.
They love you conditionally.
So much for unconditional loyalty and love. Today’s customers love with conditions. Customers might be loyal to businesses that match their demands, but won’t think twice about moving to rivals if they are unhappy or discover a better deal elsewhere.
They are Subscription-oriented.
Many people favor subscription-based models that provide convenience and value, whether for goods, information, or services.
Need to up the ante when it comes to your CX? Partner with a team that understands today’s modern customer.
With cxperts, you get a BPO who understands the high expectations placed on personalization.
Today’s consumers want unique experiences based on their choices. This includes tailored messages, product suggestions, and assistance based on their previous encounters. The same goes for data utilization. Companies should use data analytics to better understand consumer behavior and preferences, allowing their BPO partners to provide more tailored services.
Omnichannel Engagement? No problem.
At cxperts, we assist you and your clients with omnichannel engagement since our platform allows for close and seamless integration. Customers interact with companies across many channels, including social media, mobile applications, websites, and physical storefronts. They want the same experience across all touchpoints.
Instant gratification and speed
Today’s customers respect speed and demand prompt replies and service. To match these expectations, cxperts now fully utilizes AI-powered platforms and automation wherever feasible.
Transparency and trust
Customers want openness in communication especially when it comes to data privacy, pricing, and service conditions. At cxperts, you are assured of strict data security protocols as well as up-to-date software.
Self-Service Options? cxperts canb help you.
Many consumers prefer to resolve difficulties on their own rather than contacting help. And that’s OK. We offer as many options. We invest heavily in self-service technologies such detailed FAQs, AI-powered help, and interactive user manuals to meet your clients needs.
We are available 24/7
cxperts provides round-the-clock assistance and self-service alternatives to meet the needs of worldwide clients.
cxperts practices Sustainability and Corporate Social Responsibility (CSR).
At cxperts, we understand how modern consumers are now more concerned about how businesses affect the environment and society. We support our locality’s CSR efforts, which include ethical labor standards and sustainable operations.
Adaptability and Agility
Rapid Adaptation to Change The market environment is rapidly changing, as are client expectations. Companies should ensure that their BPO partners are flexible enough to swiftly adjust to changing trends, technology, and client behaviors.
We are driven by feedback and innovation
We actively gather and evaluate client input to enhance their products and services. Further, our teams are trained to be proactive in issue spotting so that those on the front lines can recommend new solutions based on client feedback.
We practice Cultural Alignment
With hubs all over the world, we endeavor to understand local preferences especially when we outsource to other locations. Thus, we also practice cultural sensitivity so that our teams are well-equipped to manage interactions with a wide audience.
So whether we deal with your most loyal advocates or those outliers who demand more than what’s necessary, trust cxperts to keep you and your brand at the top of your game.
Talk to us.
cxperts is a global provider of multichannel demand generation and customer engagement services. We have presence onshore, nearshore, and offshore in the USA, the Philippines, Colombia, Guatemala, and soon, Mexico and South Africa.
We partner with companies to help provide exceptional customer care that builds brand loyalty through our brick-and-mortar centers and work-from-home models leveraging top resources from the areas where we operate.
cxperts is an omnichannel customer experience (CX) provider that delivers exceptional CX for brands of all sizes. Our contact center solutions cover all facets of customer experience and business process outsourcing, from customer care, white glove services, and technical support to sales, collections, and back office.
Within our modern contact centers in the Philippines, Guatemala, and Colombia, we provide sustainable, life-changing careers to hundreds of cxperts around the world. On top of that, our work-at-home solutions give brands the flexibility to benefit from a limitless pool of exceptional talent.
