As we look ahead and see 2016 unfurling in front of us, the team at Beyond the Arc wanted to play the role of #stylespotter. What’s the “new black” for companies focused on improving customer experience? We’re happy to share some of our prognostications.
In 2016, companies will discover the power of simplicity to build loyalty
Customers are more aware of, and focusing more heavily on, their experience. CX strategist Christine Matteo argues for the need “to provide them with a streamlined, outstanding process to generate greater loyalty, and less shopping-around.” Many companies are in the initial stages of customer experience improvement. With a slew of well-meaning–but still ad-hoc—improvements, pain points have been addressed but companies need to make the experience simple and seamless.