There is much to be excited and enthusiastic about in CX and customer service in 2023. These are the thoughts of Shep Hyken, a customer service expert and best-selling author. In his weekly Forbes column, Hyken shared his Top Ten Customer Experience Predictions for the coming year. So, what are these predictions, trends and forecasts, and how will they impact hospitality – and do you agree?
1 Customers will be more knowledgeable and demanding than ever before:
While Hyken admits that he begins every year with this forecast, he acknowledges that everyone is a consumer, regardless of their business (B2B, B2C, or B2B2C). Clients are learning what quality customer care and exemplary service look like, and as a result, they have higher standards.
2 Companies will place just as much emphasis on employees as they do on customers – if not more:
Hyken believes that companies must care for their employees just as much—if not more—as they care for their consumers – especially in light of the employment challenges many hospitality businesses face. Businesses must want their staff to stay, just as they want their customers to keep coming back.
3 Customer expectations for the “basics” are increasing:
The basics are kind, friendly, accommodating, and convenient service. However, according to Hyken’s customer service research funded by Amazon, Hyken reports that customers’ expectations of these basics have grown over time. These CX basics are easy to comprehend and not too difficult to put into practice.
4 Personalization becomes more specific in the CX:
Customers today are subjected to hyper-personalization and individualization. In 2023, you need to decide how you will provide your owners, members and guests with a personalized experience.
5 Businesses will make cuts in the wrong places:
Unfortunately, some hotels and resorts will have to make cuts due to supply chain issues, staff challenges, and an unstable economy. But where to make these cuts? Hyken believes some businesses will make cuts in places their clients notice. And that’s a mistake they shouldn’t make.
6 Phone-based customer service is still relevant:
Customers still prefer to contact businesses over the phone with inquiries or issues. According to Hyken’s customer service study, 87 per cent of Baby Boomers, who account for roughly 21 per cent of the American population, prefer calling rather than using any other channel. So, keep those phones available for your clients!
7 Self-service is more popular than ever:
Although telephoning a business is still the most common way customers get in touch, more and more clients are keen to use self-service choices like chatbots, detailed FAQ pages on websites, video lessons, and more.
Gen-Z and Millennials are driving these self-service possibilities, just as Boomers are driving traditional phone channels.
8 More businesses and brands will stand for important causes:
Forty-five per cent of your consumers think it’s critical for a business to promote social causes. That amounts to almost half of your clients, and the percentage will rise.
Younger generations place a premium on this; therefore, if they make up your target market, look for methods to “give back” and support their causes.
9 Customers want to work with brands they trust:
Over the past few years, this idea has gained considerable significance, with trust becoming an emotional bond that promotes loyalty and repeat business. Making an experience that is dependable, predictable and consistent is one technique to gain this trust.
According to 81 per cent of the customers polled, a positive customer experience fosters trust.
10 The customer support department will generate revenue:
Customer service has always been thought of as an expense. However, Hyken believes that wise executives understand the value of CX and customer service. Indeed, he calls customer support, the Customer Retention Center or the Revenue Generation Department. When managed correctly, customer service and support generate revenue.
For the latest CX measurement and management tools and techniques, contact IHS Provider Mobius VP and CustomerCount.
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