Going beyond the product – trends that will shape customer experience in 2019

Fourth Source 27 Dec 2018 10:41

In a world where customer experience is now as important as – or even more so – than the product itself, brands can no longer compete based just on price and functionality. They need to be relevant and they need to provide value. In order to do that, they need to understand their customers’ needs and preferences like never before.

In 2019, brands need to focus their efforts on making sure customers get value that goes beyond the product, consider the benefits of subscription-based models for their business, and implement AI and IoT technologies to shape the in-store and online customer experience.

Experiences will overtake price and product in 2019.

Next year, we’ll see a drastic shift in focus from product and price to an emphasis on customer experience. Recent studies suggest that millennials spend more money on doing things than on buying products. Yet, they aren’t the only age group that puts a high value on experiences over goods. When it comes to in-store customer experience, baby-boomers prefer the human touch that comes with a twist of technology innovation, such as expecting store staff to carry smart devices to assist with their inquiries.

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