Over the past few years companies have worked hard to improve experiences. As customer expectations increased, organizations worked to facilitate over-the-top, innovative and memorable experiences. Whether it took spending an extra 30 minutes on the phone with a customer, or a personalized discount code to show appreciation, companies hoped that impressing customers would lead to loyalty.
However, in 2023 customers expect more than that. While these efforts to engage certainly help, customers now expect companies to understand who they are and what they want out of an interaction. Currently, as few as 15% of customers stated that most experiences feel personalized — meaning all of these attempts to satisfy customers may not feel genuine.
Today’s customers expect an emotionally connected experience, tailored to their specific needs. Simply addressing a customer by name does not cut it, customers want to support companies that know their history with the brand and proactively contribute on this more personal level.
Partnering with TaskUs, CCW Digital is thrilled to share insight on capturing emotionally connected customers and securing brand loyalty. By curating an emotional connection with customers, companies benefit from word of mouth marketing, greater investment in the brand and a sense of loyalty that cannot be replicated.
This report will share:
- The importance of connecting with customers
- Actionable takeaways for delivering meaningful support
- Solutions for more thoughtful collaboration between humans and technology