Have you ever wondered what the future holds for the customer feedback industry? What would it look like in 50 years or even 100 years? Continue reading to find out what our predictions are:
1. Customer experience is going to take over
Today many companies are not taking customer experience seriously or have only recently adopted it. However, the mentality of putting the customer first is often lacking. This is going to change in the future! Having just a few people in your customer success team is no longer going to be enough. Companies are going to think about the customer in everything they do – from hiring to marketing and product design. Customer experience is going to take priority and it will separate the great companies from the regular ones.
2. Digital transformation
Secondly, digital transformation will be more and more present as companies realize they need to have an online presence. Currently, many companies are clinging to the old days where a business could survive even without being active online or on social media. However, in 100 years this will be a thing of the past! Companies are going to majorly change their business model so that its main focus is on digital. Why? Because this is where the customer will be!
In fact, digital transformation will become the norm, as more and more companies pivot when the needs and wants of the customer change.
3. Customer Feedback tools
Even though some companies are already using customer feedback tools, many are still behind. In 100 years time, one can assume that all companies will be using those reputation management tools. Manually replying to reviews or trying to create reports by hand is cumbersome and time-consuming. A customer reputation tool has a lot to offer and as they become more and more advanced, more and more companies will embrace them.
4. Instant feedback
Another thing that will probably change is the speed of feedback. We can guess that feedback will become instant. If a customer doesn’t like or understand how to use your product, you are going to be the first one to find out before they do any damage to your reputation online. Companies will strive to receive feedback, either positive or negative, as quickly as possible so that they can be aware of how satisfied the customer is.
In conclusion, nobody knows for sure where the customer feedback industry will be in 100 years. Nevertheless, one can guess. What we know for sure though is that all those changes will be driven by the customer. The trends so far are for more personalization, higher quality and exceptional customer experience. Globalization and digital growth are probably only going to take those trends to the next level. Only time will tell!