Understanding the Customer Experience (CX) is the key to building a profitable and reputable company. The Verde Group’s bread and butter is pinpointing the friction in your business’ customer experience, AKA, we are in the business of protecting your revenue from risk.
Our CX experts weighed-in on 2022 and how recovering from COVID impacted the CX industry. Read our thoughts below and stay tuned for our 2023 predictions.
Business relationships with customers and the experiences they are familiar with (good and bad), reminded customers what they like and dislike about doing business with brands.
Put premiums on brands to deliver better experiences to compete – assuming they could overcome supply chain issues.
The pandemic forced many organizations to invest in digital, especially in the retail space. Once COVID restrictions eased, these companies were disappointed by the human craving for in-person interactions and transactions. Suddenly, online shopping wasn’t the only option as was evident when Shopify had to cut its workforce by 10% in Q4 of 2022.
With the CX industry expected to grow 15% annually from now to 2028, companies continue to see superior CX performance as a way to win market share.
Getting staff back to the office has been difficult. Many employers had hoped they would see things eventually return to pre-COVID-19 times. That didn’t happen and many employers needed to re-think their structure and ultimately the impact it will have on the customer experience. A hybrid work model is now the norm and likely here to stay.
Legacy CX metrics continue to be the choice when assessing customer experience success, but that might be changing. As time goes on, more organizations are calling into question the efficacy and diagnostic acuity of traditional CX metrics such as NPS and CSAT.As a follow-up to our 2022 customer experience reflections, check our our 2023 Customer Experience Predictions post.