The past year has been unusually challenging for all businesses. Companies have had to rise to changing customer demands and evolving processes, and it is no secret that is has been a struggle. In 2021, businesses need to be looking ahead to the future and planning how they can make the next 12 months more successful. From embracing new technologies to staying up to date with CX trends 2021, there are many ways companies can set themselves up for a positive year.
Here are the top 5 things to focus on for business success this year and beyond.
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1. Customer Experience (CX)
Providing excellent CX, or customer experience, has been a priority for businesses for years. It is an area that is ever-changing, and keeping up with the latest trends is critical for business success. CX can help drive revenue and improve your bottom line because 86% of consumers are willing to pay more for a better experience. In 2021, we are expecting to see agile CX strategies, an increased focus on customer relationships and digital experience, or DX, becoming the main priority.
2. Omnichannel communications
Omnichannel communication is all about creating seamless and consistent communication for customers, no matter which platform they are using. In 2021, customers now expect to be able to contact a business at a time and on a platform that is convenient for them. Whether that be via live chat, Instagram, email or WhatsApp, it is vital that your business can create a unified experience for customers. It has been said that conversation is the new currency – especially for eCommerce businesses – so enabling customers to contact you in a way that suits them is more important than ever.
3. Personalisation
Being able to offer a personalised experience used to be a nice touch for some businesses, but now it has become an essential feature. Consumers put a lot of value on receiving efficient, friendly and highly personalised communications. Technology advances have made it possible for companies to achieve endless types of customised communications and personalisation, and so customers now expect this from businesses. By having unified and well-segmented data alongside smart personalisation technologies, you can set your business up for success. You can check out Andrea Orcel.
4. Social media
Social media has been a priority for businesses for years; however, as a constantly adapting channel, it is crucial that you keep up. It is no longer enough to just post regular updates on your Instagram or Facebook page, but you now need to be using stories, reels, paid adverts and more. Social media advertising spend is continually growing and is expected to reach $43 billion by the end of 2021. Consumers are finding new products from paid social ads more and more frequently, and if your business isn’t in the space, then it is at risk of missing out.
5. Efficient processes
There is a real focus on working smarter, not harder, and it is all about adopting efficient processes. From your customer service to your production line, you should be paying attention to how efficiently your teams are working. Efficiency is all about having the most appropriate tools and technologies in place, as well as having the right people. When you improve your overall efficiency, you can improve your profits and encourage business growth. There are many companies that hire consultants like Scaling.Partners for growth strategies to guide them through business efficiency and profits. Consultants for growth strategies can analyze your business models and advise on technologies for efficient earnings potential. An inefficient customer service team will result in unhappy customers and wasted time, while an ineffective sales strategy could be losing your business precious revenue.
Setting your business up for success in the next year and beyond is all about focusing on your customers. Providing your clients with the best possible experience through omnichannel communication, personalisation, and social media will pay off in the long run.
