COVID-19 has impacted every aspect of our lives. This pandemic dramatically impacted how we work, socialize, learn, entertain, and live our lives these days. We have also started to interact with our favorite restaurants, apps, stores, and other service providers differently. It is very hard to find a person who has not used online services to order groceries or had a virtual doctor appointment last year.
These technologies have become the new norm only in the last few years. The changes in technologies also change our behaviors. Today, we expect a certain level of speed, security, and personalization from these technologies because we are living a major part of our lives digitally.
Let’s take a look at some of the best mobile customer trends from last year.
Personalized Experience
Customer satisfaction has never been so important to companies. Statistics show that more than 84% of the customers say that the experience a company provides is as important as the quality of its products and services. Companies are creating more human experiences to make personalized interactions more satisfying for the customers. It is well-proven that most of the strong customer relationships are the result of conversations.
This is very evident among most media and entertainment customers these days. Different pieces of content are tagged into the app by major entertainment networks. This will allow them to analyze previous consumer browsing behavior and suggest new, personalized content. Some major news outlets also suggest news articles to read based on certain articles and news read by the customers earlier.
It is also important to note that relevancy is one of the key components of personalization. Every content, ad, notification, or even app that is suggested to the customers should be relevant. Encouraging app customers to identify the ads they prefer helps the companies to suggest more relevant ads. Most companies have realized that personalized customer experience can lead to better brand loyalty.
Data Protection
Digital security is now one of the highest priorities for app developers these days. Thanks to several data protection laws implemented by the government like the General Data Protection Regulation (GDPR) and California’s Consumer Privacy Act (CCPA). The current news is that businesses are investing more money in cybersecurity to improve protection for customer data.
In this digital era, customers have started to care more about their data and personal information. Due to this increased care and control over the data, they have become more selective when it comes to giving out information for free. They now want to know how their data is used and need the power to change it as they like.
Helpfulness
Quarantine has been very difficult for most people these days. Many people are finding even simple tasks like sleeping, eating, or even exercising very challenging. Also, most people are now unmotivated and overwhelmed due to the stress of this pandemic. These people are looking at technologies to help with these tasks. Since most technologies reduce our workload and keep us active, people are more interested in trying out apps that help with meditation, work out, therapy, etc. Apps that are helping you to do various daily activities are now becoming widely popular.
In the years to come, being helpful can mean a lot of things. Listening to your customers and asking for their feedback also comes under the category of helpfulness. It is important to make it easier for customers to contact you with feedback, questions, and issues with your service. Make sure to design an intuitive user interface so that customers can find what they need very easily. When there are any changes to the app, notify the customers right away and ask them for feedback.
Final Thoughts
The COVID-19 pandemic has taught us a lot of things, especially from a customer satisfaction perspective. Companies have realized that human connection and personalization are very important for the coming years. People want to control their data and personal information and they need assurance that their data is secure. Helpfulness is an important key to the success of a company. It is very important to provide a better experience for the customers.
