1.
What Customers Expect in 2016 – 5 Tips to Build their Expectations!

2.
What Customers want in 2016
Delivered on-need
Delivered on-
demand
Geo-targeted
personal delivery
Free shipping Product convenience
Relatable experience
(as with others)
Customers want what they want, when they want, and the one that makes them happy…

3.
What Customers want in 2016
Customers don’t care whether they are…
Shopping online Shopping in storeor

4.
What Customers want in 2016
Customers want to know…
• What is the story behind the products that I will buy?
• How can this product offer me an enhanced user experience above all other products?
• How fast is the service to create a product-user experience?
• Is there any bad customer experience from this product shared in social media?
• How transparent or reliable is the customer service and their response time?

5.
What Customers want in 2016
Customers expect…
Not only “Meet” “Exceed Expectations”But
also

6.
What Customers want in 2016
Customers expect cross-channel service experience consistency across all touch points if they switch from
channel to channel…
60% of
customers switch
customer service contact
channel based on the
channel they adopt
• Customers like to stay informed across
all channels they research to take better
decisions
• To accomplish this, they want excellent
customer service across all channels
• They expect consistent cross-channel
customer experiences for peers
generated by business
• They expect shorter response time and
open communication for their concerns
• They expect personalized experiences
that can build direct relationship across
all channels
• They expect genuine personable tone
along with authentic explanation to be
communicated
9 out of 10
customers expect
consistent cross-channel
experience

7.
What Customers want in 2016 – Fast facts!
70% of buying
experiences are determined
by how the customers feel
they are being treated
88% of consumers
are less likely to buy a product
followed by social media
complaint unanswered
86% of consumers
will pay up to 25% more for
better customer experiences

8.
What Customers want in 2016
Sadly, the brand messages that consumers trusts have changed…
Today’s consumers
have 3x more trust
on reviews and
online social
media comments

9.
What Marketers want in 2016 – New Challenges!
Minimizing cost of acquisition
Increasing sales conversion
Optimizing customer
experiences
Creating a multi-channel
strategy
Improved analytics to generate
accurate metrics
Owning clients and customers
Digital empowers customers, leaving marketers with no choice but to shape up their brand strategy…
Data-informed marketing

10.
What Marketers should do to Enhance Customer Experiences
Marketers are more programmed to
talk about only products and its best
attributes
Very few adapt to consumer’s
sentiments

11.
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 1
Apply sentimental analytics to measure product experience
across your business
Gain product insights

12.
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 2
Increase product awareness by providing high-valued
information, not just transaction
Turn product insight into
customer advocacy

13.
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 3 Meet your customers via their preferred channels of interaction
Enhance reach of customers

14.
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 4
Build a transparent brand-customer relationship throughout the
buying journey
Engage in on-going dialogue

15.
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 5
Identify the opportunities to think like your customer, then
mould your marketing message
Surprise the customer with a message he/she is looking for

16.
Marketers! Now you know the facts and ideas that work behind
“What makes customers happy?”
Data cannot solve anything, but the
rightly fused marketing intuition and
sentimental analytics can enhance
customer delight at every touch point!
Data courtesy: cgsinc.com, customerguru.in