There’s been a subtle shift in the way people spend over the last few years, and this looks set to continue in 2018; consumers are now spending more money on experiences over a quality of product and it is the experience of a brand or product, rather than the quality, which is building brand loyalty.
This shows us that it’s no longer good enough to merely provide a fantastic product. The internet is making it much easier for consumers to ‘shop around’, and as a result, they are becoming much savvier about where they spend their money. That’s why it’s vital you give your customers no reason to look elsewhere by making every experience they have with you a good one.
https://www.exchangeutility.co.uk/news/customer-experience/
As consumers we have less money in our pockets but there is growing evidence of our changing behaviour, as we focus more on experiences and memories than products and possessions. I suspect that these changes will continue in 2018.
http://www.travelweekly.co.uk/articles/295846/opinion-drive-customer-experience-to-maintain-long-term-survival/
In this report, HGS will cover those digital innovation and customer engagement operational trends that will assist CX leaders in planning their transformation projects in 2018-19.
https://www.prnewswire.com/news-releases/the-top-10-customer-experience-trends-in-2018-300583361.html/
"Temkin Group, a leading customer experience research, advisory, and training firm, announces the publication of its annual list of customer experience trends, and labels 2018 as "The Year of Humanity."
Every year, Temkin Group highlights one theme that it sees as being particularly important for the customer experience community. In previous years, the focus has been on Empathy, Employees, Emotion, and Purpose."
https://www.prnewswire.com/news-releases/temkin-group-releases-annual-list-of-customer-experience-trends-and-labels-2018-the-year-of-humanity-300574197.html/
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful business.
It’s moving from a “nice to have” to a “must have” department in most organizations. Those with or without customer experience in their titles are considering how their daily work impacts the customer journey. As a result, the ways we measure, analyze and improve the experience are becoming more and more sophisticated.
http://www.customerexperienceupdate.com/2018/trends/?open-article-id=7272949&article-title=5-top-cx-trends-for-survival-in-the-age-of-the-customer&blog-domain=360connext.com&blog-title=360connext/
There’s a continuing focus on brands improving customer experience to lead customer-driven growth. They realize that this is an investment that will be incredibly helpful if they want to be competitive.
Here is an overview of the top 3 shared CX blogs by Customer Bliss.
http://www.customerexperienceupdate.com/2018/trends/?open-article-id=7500515&article-title=more-than-just-a-customer-experience-trend--3-top-shared-customer-bliss-blog-posts&blog-domain=customerbliss.com&blog-title=customer-bliss/
The Jamaican saying, 'Fire deh a muss muss tail, him think a cool breeze', aptly describes many local businesses that continue to mete out shoddy service to their customers, oblivious to the whirlwind of change nipping at their heels.
Globally, smart companies have recognised that the digital revolution, especially the rapid acceleration of online sales, requires that they counter with unprecedented customer-experience strategies and service excellence.
Regrettably, that realisation has yet to permeate our shores.
http://jamaica-gleaner.com/article/business/20171210/yaneek-page-lessons-my-worst-customer-experience-2017/
Customer experience is always evolving, and it is interesting to imagine what it will look like in the future. We’ve already considered trends that will be prevalent in five years, so now let’s jump 15 years ahead and imagine the customer experience potential. The seeds of many of the things that will become prevalent in that time are already being planted in our current customer trends and experiences.
https://www.forbes.com/sites/blakemorgan/2017/11/21/customer-experience-predictions-15-years-out/#17a720a56741/
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