2016 Customer Experience Trends -- Customer Experience Guru Releases 2016 Trends List
Berkeley Heights, NJ, Nov. 16, 2016 -- The Center For Client Retention today released its 2016 customer experience trends from president/founder and CRM expert, Richard Shapiro. The trends provide a roadmap for the coming year for humanizing customer interactions in an increasingly digital retail landscape, where empowered consumers jump from one service or product provider to another because they can.
How can a business retain more customers? Shapiro says successful companies can increase customer retention by creating a personalized, more human experience in a click, brick, and call center marketplace.
“The 'loyal customer' is now an endangered species,” said Shapiro. “In 2016, successful customer retention will depend on brands fashioning a tailored more personal client experience.”
Shapiro’s forecast focuses on ways to keep consumers loyal as both businesses and customers increase their use of technology, social media and community forums to make purchase decisions. His ‘secret sauce’ leverages human emotions as the driver to personalize the retail experience to generate a higher percentage of repeat business.
Some of the specific trends include self-service becoming the option of first choice. Solve issues and find answers through AI enhanced speech recognition’s Apple’s Siri and Amazon’s Alexa that eliminate the need for touch. Predictive technologies that can anticipate the consumer’s issue and personalize the response are on the rise. Companies are encouraging their loyal consumers to utilize their apps to capture valuable marketing and service channel history.
To read the full list, analysis and recommendations of “2016 Customer Experience Trends” and for more information about Richard Shapiro, The Center For Client Retention, or about his upcoming new book, The Endangered Customer, visit http://tcfcr.com.
About the Center for Client Retention
The Center For Client Retention (TCFCR) was founded by Richard Shapiro in 1988 and provides customized research, training, and consulting. TCFCR deep dives into a company’s procedures, practices and communications determining strengths and weaknesses to create an exceptional customer experience, nurture loyalty and escalate retention. TCFCR designs and conducts customer journey research, employee engagement surveys, mystery shopper analysis (calls, emails, chats), competitive landscape benchmarking studies, and boot camp workshops. Headquartered in Berkeley Heights, NJ, TCFCR has helped Fortune 500s, as well as mid-sized and small businesses, refine their consumer-facing practices to increase profitability and forge a competitive advantage.
About Richard Shapiro
Richard is widely respected for his expertise and considered a thought leader in the areas of brand loyalty research, the customer journey and retention. As an influential force in customer relationship management and top ranking customer experience blogger, Richard has been interviewed by The New York Times, The Associated Press, The Wall Street Journal, Boston Globe, Newsday, The Today Show, ABC World News Tonight and CBS news as an authority in his field. Richard is on the Corporate Advisory Board for Comunilife, Inc.’s Life is Precious™ program supporting social services for at-risk Latina teenagers and a member of The Luxury Marketing Council. He is the author of The Welcomer Edge: Unlocking the Secrets to Repeat Business.