Have you seen The Marketing Factbook?

The Marketing Factbook will help you up your marketing game, walking you through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations you need for a hgih-profit, high-rentention marketing strategy. This comprehensive marketing guide has 400+ packed pages of marketing strategy, trends, best practices, do's and don'ts, practical know-how, facts and figures, and tons of ideas to boost sales revenue, market share, ROI, and profits.

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A great Customer Experience is key to business success

Customers are even more demanding now

In fact, among tech decision makers, 75% say COVID-19 sped up technology adoption at their companies. At the same time, half of customers say that experience is more important to them now compared to a year ago and 63% of companies say their organization prioritizes CX more than a year ago.

Further highlighting the acceleration of technology, a Gartner survey conducted in 2020 found that 91% of organizations said that CX was one of, or the primary goal of, their digital business transformation efforts.

"Against the 2020 backdrop of dizzying change, companies adapted in ways they never thought possible. With the customer experience more important than ever before, having the right strategies to meet customers where they are can make or break a business' success," said Shawna Wolverton, Executive Vice President, Product, Zendesk. "The fundamentals of business remain the same, but the need for relationship-driven, conversational customer service accelerated at an unprecedented rate."

From navigating changing behaviors to adopting new channels to reimagining the workforce, the Zendesk CX Trends Report 2021 gives companies a roadmap to navigate this new CX landscape so they can champion good customer service at every turn. Top findings include:

1. Stay ahead of the digital curve
   Companies are adopting technology at light speed, and it's adapt or get left behind. Of the 75% of companies that say the pandemic sped up technology adoption, 50% say it has accelerated by 1-3 years, while 25% say it's accelerated by 4-7 years. As organizations invest in the customer, they are prioritising seamless omnichannel service, better IT security, agile technology, collaboration tools and the digital workplace.
2. Be part of a more conversational world
   As customers adopt new behaviors, the soaring popularity of messaging apps opens the door for more streamlined, conversational experiences. Sixty-four percent of customers have tried a new way to get in touch with customer service in the last year. For many, that includes using messaging for support requests over apps like WhatsApp and Facebook Messenger, which spiked significantly during the pandemic with social messaging up 110% year over year.
3. Realize the power of employee experience
   In an increasingly distributed world, companies must rethink how they work smarter across teams. Many employees still don't feel like they have the right tools to succeed in this new and often distributed environment, whether it's keeping track of their performance indicators, staying connected with their colleagues, or feeling supported by their companies. Forty percent of managers say they don't have the right analytics tools to measure success for remote teams, and 46% of agents don't have the right tools to work successfully from home.
4. Set teams up for success by emphasizing agility
   Facing continued volatility, service and support organizations must find ways to keep up with their customers. Customer experience leaders cited the ability to quickly adapt to the evolving needs of customers as their biggest challenge in 2020 and the highest priority going forward.
5. Make it easier for customers with a focus on CX
   Unprecedented in speed and scale, the recent surge in online channels puts pressure on companies to meet rising expectations as customer experience takes center stage. The vast majority (75%) of customers say they base their purchasing decisions on whether or not a company offers a good customer experience, while 80% will still take their business elsewhere following bad experiences - a figure that remains consistent year over year.

The full report has been made available to read online, at https://www.zendesk.com/customer-experience-trends/

Have you seen The Marketing Factbook?

The Marketing Factbook will help you up your marketing game, walking you through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations you need for a hgih-profit, high-rentention marketing strategy.

This comprehensive marketing guide has 400+ packed pages of marketing strategy, trends, best practices, do's and don'ts, practical know-how, facts and figures, and tons of ideas to boost sales revenue, market share, ROI, and profits. It's the report no marketer can afford to be without.

Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability.

Find out what works and what doesn't, who's succeeded and how they did it, and how the world's top brands keep their competitive edge against all odds. This report gives you the data you need for the best decisions for a more profitable, more engaging marketing strategy.

Get the hard facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, studies, research and white papers, and gain an invaluable library of ideas and practical support you can call upon at will.

With The Marketing Factbook at your side, you'll have a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy: All the know-how, strategies and ideas you need to get your own Marketing Playbook right, first time.

Get it on Amazon (Kindle/Print)