While the dust has settled somewhat, 2021 won't be much different — except that now, everyone knows to expect the unexpected.
The quick changes that organisations implemented to weather the storms of 2020 will be the foundations upon which they can build to ensure success in 2021 and in the uncertain future ahead.
With that in mind, it's worth looking at what 2021 might have in store. Here are six predictions on how customer communications will evolve in 2021:
1. Customers will vote with their attention
Customer experience is a constantly moving target. Just as organisations catch up, the expectations of their customers have already moved on. And with statistics identifying customer experience as being the key differentiator
for organisations in the future, they have no option but to keep evolving in order to remain competitive.
In 2021, customers will become more protective of their time and attention. As the volume of digital noise increases in their lives, customers will become more aware of what digital engagements actually add value to them, and which don't. And once triaged, it's very
difficult to jump from the latter to the former.
As a result, 2021 will see customers judge the service of their providers more critically by the level of thought, usefulness and relevance that goes into each customer engagement.
For digital customer communications, this means that customers will expect organisations to provide relevant information, presented in an ideal way and with the appropriate level of usefulness and functionality.
Customers will also vote with their virtual feet when it comes to organisations that don't communicate with them. Relationships cannot be built in silence and a lack of communication will result in disengaged and disloyal customers that are easily lured to the sweet promises of competitors.
2. Digital customer communication will make an evolutionary leap
Over the past few years, organisations have steadily shifted their focus and budget towards improving customer experience. In 2020, the impact of Covid-19 saw this shift pushed into hyper-drive.
Organisations and customers were thrust from a world where going digital was optional and transformation was gradual, to one where going digital has become mandatory and transformation is a matter of survival.
As a result, more resources, expertise and technology has been directed towards building meaningful digital relationships with customers; digital communication has been a key part of the strategy.
Going into 2021, this is likely to continue. As the world accepts and embraces the new normal, resources will
continue to be pushed into creating the ideal digital experience across the customer journey.
This influx of resources and brainpower will lay the foundation for an evolutionary leap in digital channels going forward. A broader base of the business will look to understand, support and fund the value of the digital customer experience, which will naturally flow into the organisation's digital communication strategy.
3. Consistency will remain king
As more customers across the globe adopt digital platforms, they will expect companies to maintain a consistent voice and message across all of them. There is no doubt that companies have aimed to achieve this over the last few years, but it will now become an expectation rather than a nice to have.
Companies need to view various digital touchpoints as an extension of their business vision. Customers are observant and will easily
take their money elsewhere if they are subject to disjointed messages across different platforms.
Consistency is a key indicator of sound customer care and so it pays to integrate different divisions across the business to ensure transparency and unison in outgoing customer communications.
4. There will be an increased focus on privacy and security
As customers become more accustomed to using digital platforms, they will start sharing more of their personal data with companies.
This will create a far better understanding of the customer, their buying behaviour and propensity to buy, which will allow for the business to tailor-make its offers and communications to suit the customer on a more personal level.
However, due to the recent high profile data breaches, customers have become weary of the data they share and as a result, expect companies to make data privacy and security a key priority
take heed of this and invest in better data privacy and security, as well as ensure that this is reflected in the way they handle data and how they treat sensitive customer information.
5. Authentic personalisation will be a must
is not a new concept, but in 2021 we'll see brands push this to the next level. Brands will have to connect with their customers on a human level by generating personalised and human experiences.
Artificial intelligence, behavioural segmentation and dynamic content are all necessary tools that equip organisations to prioritise their client base.
6. Brands will need to be building trust
If 2020 was all about survival, 2021 will be about rebuilding in a post-pandemic world.
Businesses will have to take the learnings from 2020 and enhance customer experiences to build trust. This is because consumers have become far more digitally savvy and aware over the last 12 months, forcing brands to be more transparent
about how they collect and store data.
People are usually happy to share their information and data with brands that they trust, but they need to be confident that their data is safe, secure and primarily used to manufacture the personalised and relevant experiences they expect.
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