2020 might just be the “year of customer experience.”
According to the annual Digital Trends report by Econsultancy and Adobe, B2B companies view customer experience (CX) as the most exciting opportunity for 2020—beating out content marketing, video marketing, and social media marketing.
That’s huge, but it shouldn’t come as a surprise, given that 2018 research by Gartner found that, “Nearly half of organizations in a Gartner survey claimed they can track the financial benefits of CX projects, while Gartner’s marketing leaders survey shows that over 80% of organizations expect to compete mainly based on CX.”
But it’s one thing for enterprise-level companies and marketing leaders to go all-in on customer experience. How can small businesses—who may already be juggling multiple priorities on limited budgets—compete?
Although CX may look slightly different for small business owners, it’s still an important priority for 2020.
By understanding the importance of customer experience in 2020 and launching a data-driven process to improve it, even the smallest of businesses can benefit from greater customer goodwill without having to invest an untenable level of resources.