Open customers?
The study “Experience 2030: The Future of Customer Experience”, published in October 2019 by Futurum Research and still up to date, demonstrates the short-term impact of technologies on customer service. 80% of customers see themselves interacting very well with a “chatbot” or using virtual reality. “In 2030, the automation of exchanges with customers will be greatly developed”. Almost 2/3 of customer interactions will therefore be carried out by intelligent machines.
These technological revolutions will also take care of a large part of the marketing and promotional decisions. Thus, 67% of interactions between brands and consumers will be made using digital devices, such as mobile or online sites, where human intervention will no longer be necessary” (Economic World, April 6, 2022) . The majority of customers believe that loyalty will depend, by 2030, on mobile applications, high-speed access and the ability to place orders through smart home automation systems. Some customers would prefer to deal with qualified staff dedicated to the customer experience. We know that companies want to increase traffic on the WEB site and remarketing is an integral part of this success to better target customers and thus increase the conversion rate.
Whether for remarketing, process automation or others, the big challenge will remain trust and the feeling of security in terms of customer information. According to Rebekah Carter (Findstack), at the beginning of 2021, e-commerce turnover reached 4.891 billion. By 2024, experts say we will have grown to around $6.388 billion a year. Ms. Carter explains:
Up to 95% of sales are expected to be made through e-commerce by 2040;
In the United States, e-commerce sales increased by 44% between 2019 and 2020;
About 51% of online shoppers today shop over the phone; More than 2 billion people shop online worldwide.
81% of customers research the internet before buying their product (Invoca, 2021). Technology customization remains the key to success and can increase overall revenue by 25%. Paradoxically, 69.57% of shopping carts are abandoned for a selected good or service, if the website is not well created at the base (study by Oberlo, 2021). Here are some customer experience stats you can't ignore since 2013 that haven't changed:
Companies that provide a better customer experience obtain revenues between 4% and 8% above their market (Bain and Company, 2015)
89% of consumers started doing business with a competitor as a result of a poor customer experience (Harris Interactive, 2021)
A 5% increase in customer retention can generate 25% more profits (Bain and Company, 2015) When making a purchase, 64% of people consider that the customer experience is more important than the price (Gartner, 2014)
Customer service statistics show that new customers cost between 5 and 25 times more than retaining existing customers (Harvard Business Review, 2014)
66% of 18-34 year olds say their customer service expectations have increased over the past year (Microsoft, 2017)
95% share bad experiences and 87% share good experiences with other people (Zendesk, 2020)
54% have shared bad experiences with more than five people (Zendesk, 2020)
52% of customers say they have made an additional purchase from a company after a positive customer service experience (Dimensional Research, 2013)
64% of customers want to shop with companies that can meet their needs in real time (Salesforce, 2022)
Only 1 in 26 customers will tell a business about their negative experience. Others simply leave based on customer service data (Esteban Kolsky, 2015)
90% of customers are influenced by positive reviews when purchasing a product (Dimensional Research, 2013)
27% of Americans rate their number one frustration with customer service as “lack of efficiency” (Statista, 2022)
69% attributed their good customer service experience to getting their issue resolved quickly (Dimensional Research, 2013)
Before planning for the 2030s regarding remarketing, each company should be accompanied by experts in digital transformation as well as establish strategies and performance indicators. In addition, to attract new talent, it is better to review the benefits offered by your company such as salaries, but much more: events organized to unite the team, holidays, flexible working hours, social benefits , budgets for personal activities… What will set you apart from the competition!
Yanick Jomphe is a training consultant and specialist in the implementation of CRM follow-up systems. Holder of a B.A.A, M.B.A. and Ph.D. on the impact of the involvement of actors in the implementation of management tools on organizational performance. Online training available info@consultantsyjomphe.com
