Tuesday, September 28, 2021
Home Customer Experience News Three Customer Experience Strategies That May Annoy Your Customers

Three Customer Experience Strategies That May Annoy Your Customers

During the past year, the COVID-19 pandemic has greatly speeded up the trend of online shopping. Companies and brands are going digital to meet the demand of customers. This, however, isn’t enough. According to a McKinsey report, consumer behaviors vary by consumer segment. This means that consumers now expect a personalized and relevant CX experience from brands.

Companies have come up with various CX strategies designed to cultivate and maintain customer loyalty, but sometimes, these strategies turn out to work in the other way.

So, what are some of the CX strategies that push customers away?

Frequent and Irrelevant Messages

Once a popular way of creating loyal customers, the email newsletter has become one of the most frustrating messages customers receive. Generic and repetitive information shows up in consumers’ email inboxes without enhancing their daily lives. 

When having an issue, customers nowadays want a personal experience with brands. They want to interact with brands to solve their own problems as fast as they can. The information that appears in their email inbox will only exhaust their patience and lead them to a competitor.

Unexpected Surveys

A Richman SEO training survey shows that 97% of respondents have a negative impression of pop-up surveys, using words such as “annoying” and “intrusive” to describe them.

The COVID Excuse

Some consumers are not going to accept any COVID-19-related excuses. According to a report published by Freshworks, 27% of global consumers said they are tired of the COVID excuses for delay and bad services. About 1 in 5 customers in Brazil have never believed COVID excuses from brands.

In Conclusion…

The ultimate goals of good CX strategies in a digital era are providing personalized services and  improving efficiency. For brands and companies, the future of customer experience strategies relies on advanced technologies. It’s not just about moving everything online. Instead, companies need to use predictive analytics and smart devices to understand their customers’ needs. Based on the collected data, they can then use AI to alleviate the workload of the contact centers.

About the author

RELATED ARTICLES

Discount Offers Are Effective Appeasement When Fixing Company Errors, Study Finds

Discount Offers Are Effective Appeasement When Fixing Company Errors, Study Finds

0
It is common knowledge that a positive customer experience is the backbone of any service or business, but what are the best ways to...
Brinks Home Security To Leverage AI For Better Customer Experience

Brinks Home Security To Leverage AI For Better Customer Experience

0
Partners With OfferFit To Gain Insights Into Customer-Journey Mapping Brinks Home Security has partnered with OfferFit, a start-up to create a one-to-one market personalization. With...

LEAVE A REPLY

Please enter your comment!
Please enter your name here

Most Popular

Recent Comments