Trend 2022: How To Move From Customer Relations To Customer Satisfaction
How To Move From Customer Relations To Customer Satisfaction : As a recent study shows, customers are becoming more demanding and three-quarters of them say that an extraordinary experience increases their expectations of other companies. The latter therefore have an interest in making the customer experience their priority.
So how to seduce potential customers? How to retain them? How to capitalize on existing tools to achieve maximum customer satisfaction? Here are the keys to success, in 2022, in terms of customer relations. The article is completely about how to move from Customer Relations To Customer Satisfaction.
Focusing On Artificial Intelligence
Artificial intelligence (AI) is used much more commonly than one might think in everyday life. And 2022 will be the year of integrating AI into the daily exchanges between brands and their customers.
The power of AI lies in its ability to make sense of large amounts of data in a short period of time and provide actionable insights. It allows companies to identify opportunities in the market, in marketing or sales. On the customer side, through more accurate, effective and targeted responses, this will help them make mature and thoughtful decisions by better understanding their behavior.
The combination of AI in customer relations can only boost companies’ turnover throughout the year.
Integrate Social Networks
Despite ever more advanced interaction management solutions, many external exchanges between the company and the customer escape them. Users communicate a lot on Facebook, Instagram, and Twitter often to get faster responses after a failure in their interactions through traditional means.
By integrating social media into their platforms, companies have an overview and can analyze the sentiment that dominates around their brand. The advantages will assert themselves: better know your target, publish relevant content on networks or provide real-time information on a product or service. This will build stronger relationships with existing and potential customers.
Digitalization has already been at the center of priorities in recent years, but it has accelerated further with the pandemic. The major players in the sector have put the automation of customer relations at the heart of their strategy by investing massively in it in recent years.
These platforms make it possible to create automatic processes that “mechanize” important tasks such as emailing campaigns but also smaller actions for example through the use of chatbots and voicebots, freeing up human resources to bring quality and intelligence for key interactions and being able to retain the customer.
Thanks to automation coupled with real knowledge formalized in AI engines, companies can provide high-quality customer services while optimizing operational costs.
Promote Self-Service And Leverage Customer Reviews
Self-service is increasingly demanded by customers and a figure is there to prove it since 67%  of customers prefer to use self-service options rather than dealing with an employee of the company for simple transactions.
It is therefore highly recommended to create a space where the company community can express itself, ask questions and interact. Authentic customer reviews will have much more impact on potential buyers than a poster on the subway.
Self-service offers customers the ability to perform many standard tasks, such as creating accounts and paying bills, finding an answer to their own questions, solving their own problems, on their own terms, and at their own pace. It is a question of speed and a non-interventionist approach to customer relations.
Personalize The Customer Experience
The customer experience is now as important as the goods and services offered by the company. With all the data available, consumers expect businesses to know enough for them to respond quickly and effectively to their needs.
Those that do not focus on improving their customers’ experience will inevitably lose market share. On the other hand, companies that excel at personalization generate 40% more revenue through marketing actions and tactics than the average player , which guarantees a high return on investment in knowing your customer.
Betting on technology this year will be an advantage for any company that wants to stay at the forefront of customer relations. Digitalization and artificial intelligence are emerging as trends and this is likely to continue in the coming years. External interactions between customers and the brand are also done on social networks, integrating them into the company’s strategy is a plus.
Finally, listening to customer needs remains and will remain the priority of companies in 2022. They are now asking for a level of personalization of the customer experience that is made possible thanks to the many data collected by companies. As for self-service solutions, they allow customers to keep up with their own pace in the buying process, avoiding resentment that the company will force their hand.
So many trends to monitor and deploy to make customer relations a growth lever for 2022 and the years to come.