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4 key trends: 1/ Create a winning AI strategy for 2024; 2/ Great CX beats low prices. 3/ Use digital support as a loyalty driver; 4/ Consumer feedback is changing.
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GLOqualticsXM released its 4th annual Consumer Trends Report, based on responses from more than 28,000 consumers across 26 countries with focus on just how valuable genuine connections with customers are.
Key 4 Consumer trends:
- Trend 1 // Human connection is the foundation of a winning AI strategy: 48% of consumers are concerned that AI will replace human connection. In 2024, AI should enhance – not replace – frontline teams.
- Trend 2 // Great service beats low prices in the battle for customer loyalty: It’s not low price points driving consumer purchase decisions, but a great reputation for customer experience.
- Trend 3 // Digital support is the weakest link in your customer journey: Customers are 2.7X more likely to return after a positive digital support experience – but there’s room for improvement.
- Trend 4 // Consumers don’t give feedback like they used to… so companies must listen in new ways: 66% of consumers won’t tell you when they’ve had a bad experience. In 2024, you’ll need a listening strategy that can hear every voice.
Access full report here
Source: qualticsXM
