This is a preview of the ebook, “20 Cartoons that Perfectly Illustrate the Customer of 2020.”
As we close out the first month of the new year and the new decade, we reflect on personal resolutions and professional goals. Have you started to make the changes you set out to make this year? Is your company making improvements to the customer experience (CX)?
As companies take a greater focus on the customer experience, it’s important to understand who the 2020 customer really is. And what better way to understand than through cartoons? Here are 3 cartoons that define the 2020 customer and beyond.
With everything at our fingertips, it’s easy for customers to fall into the trap of unrealistic expectations. It’s also easy for companies to over-promise just to please, but sometimes fail when it comes to execution. Immediate gratification is the norm thanks to technology. Next-day shipping is no longer enough. The 2020 customer wants their experience or purchase immediately—or even yesterday.
There are many ways to interact with customers, but consumers easily lose focus. According to one study, 95% of Millennials are doing other things while shopping, and another study says that over half of Millennials and Gen Z are in “unlikely” places while they shop, including in the shower or on a date. The lesson here? The 2020 customer wants to interact but may disengage quickly.
Customers want to feel recognized, heard, and appreciated. They want to feel special. The more personal the experience, the better. In fact, 68% of consumers say that personally-tailored experiences are important to them; yet only 15% believe brands can actually follow through on that.
There are many reasons to keep your customer experience resolutions in 2020, but making the customer feel recognized, listened to and appreciated at every step shouldn’t be underestimated.
To see more cartoons that will help you further understand who your customer is and what they really want, check out “20 Cartoons that Perfectly Illustrate the Customer of 2020.”
This content was originally published at SmarterCX by Oracle. It has been adapted for the Customer Experience blog.