Customer expectations continue to evolve at a very rapid pace. According to research, almost 69% of customers expect a seamless and connected experience (CX) when they engage with a company, and 78% of customers expect consistent interactions across a company’s departments. About 86% of customers are willing to pay more for better customer experience and 73% customers consider CX as an important factor that influences their purchasing decisions. Every business is now focusing on providing consistent and exceptional customer experience because that helps set expectations, build loyalty, establish trust and streamline interactions.
One of the best customer retention strategies is to understand consumer tastes and preferences across the customer journey. How can this be done effectively and efficiently? Automation is one of the easiest ways to enhance CX and boost customer retention. Automating the customer experience can also help deliver a consistent brand experience that will meet or exceed customer expectations. Tech giants like Amazon and Google are working to eliminate unnecessary human interaction by investing in Voice AI and rolling out new features and capabilities. Automation bridges the gap between internal workflows and those with customer-facing processes. A company can transform into a customer-centric organization using this type of automation.
So, now that we know that automation is indeed one of the top customer retention strategies, here’s why it’s so important:
Here is how you can use automation to improve the customer experience for your brand:
Some best practices to help you reap the benefit of automation tools are:
Automation can help you become more responsive to your customers’ needs and expectations. By implementing automation technologies, you can change the way your customers perceive your business and interact with it.