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4 Key Customer Experience Trends for 2020

blog | 7 min read

4 Key Customer Experience Trends for 2020

Research shows that 84% of businesses who work to improve their customer experience see an increase in revenue1. This has become a top priority throughout 2019 and will be much the same in 20202. With that in mind, start thinking about how you’re going to make an impact in the new year by checking out the top customer experience trends for 2020:

1. Real-time support

43% of consumers expect to receive 24/7 support when shopping online, and 36% expect customer service to be available for at least 12 hours per day3. One way of achieving this is having a live chat option on your website, which enables your customers to contact you with any queries they may have. This facility is expected to grow by as much as 87% over the next 12-18 months4, therefore, you should seriously consider live chat when planning your 2020 business strategy.

2. Transparency

In the digital age, transparency is crucial when it comes to customer experience5. Apparently, 88% of UK consumers see transparency as the key to increasing trust in sharing data6. Your customer data is like gold dust, so it’s important you keep it clean and accurate to ensure your customers receive the best possible experience whilst shopping with your brand.

Data cleansing is great for helping businesses remain compliant with legislation such as the GDPR. This process involves removing bad data from your database, including duplicates, deceased, and goneaways. The result will produce a more streamlined view of your customer base, which in turn will keep you in their good books. Depending on the size of your database, your company may find it benefits from Cloud, on-premise, or bespoke data cleansing.

3. Customers will no longer tolerate outdated processes

In this day and age, customers understand so much more than they ever did7. With the ever-growing and fiercely competitive choice online, consumers no longer feel restricted or pressured to remain loyal to brands who don’t prioritise their needs. Outdated processes will not be tolerated.

For example, an old and complicated address form on your website could be the barrier preventing your prospects from becoming customers. One of the main factors behind cart abandonment is that the process is too long and complicated, with 26% of respondents to a recent survey saying this8. Standardising your web form with address validation will not only quicken the purchasing process for consumers, but will help your business ensure deliveries arrive at the correct address. To give you that extra edge, Multiple Residence data can greatly broaden your address capture capabilities and customer targeting.

4. Social Media

63% of customers expect companies to offer support via social media channels, with 35% preferring it to other channels9. As of January 2019, there were 3.484 billion active social media users which further emphasises how popular this medium is with consumers. Incorporating social media into your business operations will not only help you improve your current customers’ experience, but will also aid the procuring of new ones.

For more information on how address validation and data cleansing can improve that all important customer experience, get in touch today.


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, updated 19th April 2022.