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What Customers Expect in 2016 – 5 Tips to Build their Expectations!
What Customers want in 2016
Delivered on-need
Delivered on-
demand
Geo-targeted
personal delivery
Free shipping Product co...
What Customers want in 2016
Customers don’t care whether they are…
Shopping online Shopping in storeor
What Customers want in 2016
Customers want to know…
• What is the story behind the products that I will buy?
• How can thi...
What Customers want in 2016
Customers expect…
Not only “Meet” “Exceed Expectations”But
also
What Customers want in 2016
Customers expect cross-channel service experience consistency across all touch points if they ...
What Customers want in 2016 – Fast facts!
70% of buying
experiences are determined
by how the customers feel
they are bein...
What Customers want in 2016
Sadly, the brand messages that consumers trusts have changed…
Today’s consumers
have 3x more t...
What Marketers want in 2016 – New Challenges!
Minimizing cost of acquisition
Increasing sales conversion
Optimizing custom...
What Marketers should do to Enhance Customer Experiences
Marketers are more programmed to
talk about only products and its...
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 1
Apply sentimental analytics to measure product exper...
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 2
Increase product awareness by providing high-valued
...
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 3 Meet your customers via their preferred channels of ...
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 4
Build a transparent brand-customer relationship thro...
What Marketers should do to Enhance Customer Experiences – 5 Tips
# 5
Identify the opportunities to think like your custom...
Marketers! Now you know the facts and ideas that work behind
“What makes customers happy?”
Data cannot solve anything, but...
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What Customers Expect in 2016 – 5 Tips to Build their Expectations!

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The presentation describes the growing customers’ expectations from brands that influence their purchasing power. In a multi-channel environment, there is plethora of search-based digital channels that customers love to explore even before they purchase. This has given birth to new challenges that marketers are facing to create ultimate product experiences across customer lifecycle. The presentation highlights five exclusive tips that can differentiate your brand from competitors making their journey and experiences a delightful one.

Published in: Marketing
  • This is a great post indicating just exactly what consumers expect during their buying experience on or offline. The idea of using sentimental analytics resonates with me, in that, people often rate a buying experience using their emotions. A consumer might blog that a certain business was really clean and equate that to the way they reared by their parents. Or, a consumer might compare an associate simply saying "good morning" or "have a nice day" as being respectful or cordial. The buying experience is directly connected to the way people earn their money. One might say, "I work too hard to just give my money to a business with terrible customer service."
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What Customers Expect in 2016 – 5 Tips to Build their Expectations!

  1. 1. What Customers Expect in 2016 – 5 Tips to Build their Expectations!
  2. 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. 3. What Customers want in 2016 Customers don’t care whether they are… Shopping online Shopping in storeor
  4. 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. 5. What Customers want in 2016 Customers expect… Not only “Meet” “Exceed Expectations”But also
  6. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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. 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

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