or online, customers are key and customer experience is a major determining factor in whether they are loyal to a brand or not. 2020 – the year that was – brought huge changes leading to challenges and loss for businesses and people at large. Yet the challenges were also met with innovation and ideas that overturned the status quo and expedited digital experiences to meet customer needs.
The dawn of the digital era coupled with the pandemic, gave rise to the evolution of e-commerce, which revolutionized online shopping and also introduced the concept of live online shopping to the world. This changed customer experience in dramatic ways, both for consumers and the brands that serve them. With the overnight transformation in the retail industry, brands and businesses had a tough time shifting to new models in real time.
That being said, there has been a permanent change in consumer expectations and 2021 will leave little room for error when it comes to customer experience. In a nutshell, those who’ve invested in providing great customer service will thrive, and those who haven’t will need to act quickly in order to remain competitive.
Consistently meeting the demand for an above-average customer experience can be an arduous task, but with so much competition for online business, it’s one that companies simply won’t be able to ignore in 2021. Luckily, technology is also adapting at rapid speeds to help deliver tools that can make customer experience a truly seamless experience for businesses as well as consumers.
So, what do companies and businesses need to know in 2021 t