The COVID-19 pandemic has altered consumer behavior, possibly permanently. In this new, more competitive environment, an organization’s ability to foster customer loyalty will determine its future.

By paying the attention to the right details, organizations can use Customer Experience to charm prospects, improve satisfaction scores and retain existing customers. When businesses focus on exceeding expectations at every step of the journey, they build loyalty – which has become just as important as the quality of a company’s services or products.

Adapting to Customer Expectations

E-commerce sales have skyrocketed in the last year. According to the U.S. Census, consumers spent $211.5 billion online during the second quarter of 2020, a 31.8% increase from the first quarter. This shift has caused unprecedented strains on many facets of business. Consumer expectations have changed, forcing businesses to quickly adapt their operations in order to keep their customers and elevate Customer Experience.

Holding on to Your Customers

Businesses can leverage the rapid increase in digital adoption to connect with and secure new loyal customers. Customers appreciate being valued by brands they trust; effective loyalty programs do just that. During the second quarter of 2020, enrollment in loyalty programs increased 7%. By focusing on the integration of Customer Experience and loyalty rewards, businesses can hold on to more customers when times are tough.

Human connection has always been at the core of Customer Experience, and now it’s more important than ever.

Keep your customers front and center with the right technology – their loyalty is the key to your future success.

CTS has decades of experience keeping businesses connected. Contact us today at 800.787.4848 or jnolte@ctsmd.us.

Jeff Nolte is President and CEO of CTS, a leading Voice and IT services provider based in Millersville, Maryland. He may be reached at (800) 787-4848 or jnolte@ctsmd.us. Visit: www.ctsmd.us.