The Evolution of Customer Experience
Did you know the term “customer experience” was first coined by Lewis Lou Carbone and is widely recognized as the "father of experience movement "??
As businesses grew, delivering exceptional customer experience became the key differentiating factor among competitors.
The years between 1990-2010 became the game changer for CX as the internet gave consumers the ability to find whatever they were looking for online. It also paved the way for customers to engage in open conversations and vocalize their experiences, good or bad, through online forums and discussions.
In 2013, we entered “The Age of the Customer” where the rise in usage of social media apps began. Customers could now create content about their experiences with a product and post it online. They could even reply to marketing messages in real-time and post their reviews on the brand’s social pages.?
In fact, in 2019, the average retail industry benchmark score sat at 87% customer happiness, by 2020 this had risen to 91% and in 2022 it reached an all-time high of 92.5%. It appears that despite higher customer expectations, stores are keeping pace and even going above and beyond.
Fast forward to the present day, conversational commerce has paved the way for driving meaningful conversations that convert. WhatsApp has become the new way of doing business as customers can browse, shop and pay on the go.
With so many innovations and advancements in technology, it makes you wonder what’s in store next.
Learn how you can revolutionize customer experience with Vizury and boost customer retention. Book a demo today!
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Assistant Manager - Marketing, Vizury