1. Customer Experience (CX)

From using your local electrician to ordering from a huge online retailer we all want a next day delivery of services and/or products and we want it with all the bells and whistles too. Is your customer experience robust enough for 2023’s level of expectation?

Customers expect a seamless experience from the first spark of interest to customer service after the sale. From personalised messaging that helps them solve problems to make a buying decision to a customer-focused culture throughout their customer journey, an experience that delivers quality across all channels is more likely to lead to transactions.

Top 4 Criteria for great CX? 

What do people value most in their customer experience, and what will they expect in 2023?

• Efficiency
• Convenience
• Knowledgeable and friendly service 
• Easy payment options 

More traditional pointers are important too: 

• Up-to-date technology
• Personalisation
• An easy mobile experience
• Brand image and design

Activity: How can you make your product or service deliver better on the above? 

If efficient and friendly service is the cornerstone of great customer experience, how do you ensure you’re providing this? The answer, of course, is in your employees and you!

2. Interactive Story-Driven Content 

People engage with what they see, not always what they read. You might have noticed that your audience is getting lazier and lazier on social media?

It takes much more to get people engaged in anything now. 

It isn’t new information, but research has shown that people prefer visual content to plain text. Just look at the growth of image-focused platforms Pinterest and Instagram to see the proof of this.

How can you bring this into your marketing in 2023? 

Introduce more visuals into your mix. These are easier to remember than written content. Adding data visualizations, infographics, images, and videos to your text not only makes it more interesting and attractive but it can help your message to be absorbed better too.

Think about your customer journey, how can you make it more interesting and interactive? If the goal is to drive people to your website, your marketing strategy shouldn’t end there, you want to keep them on your site long enough to build credibility and for them to take action. Engaging them to take action and ultimately choose to purchase from you. This could be through a video, or pop up to ask them what they are looking for or simply ensuring that the link they clicked leads to what it should do and has the answers they are looking for. 

We hear of many businesses running Google Ads, sending people to a homepage which doesn’t engage the visitor or answer any questions/deliver the experience they were looking for and so they bounce off the site. This is both a waste of your ad budget but also a wasted opportunity!