As we move out of tumultuous months of the pandemic, many business owners are busy trying to get their feet back under them. Without a doubt, the past two years have knocked many industries to their knees and only some of them are beginning to brush themselves off. The big question now is, where do we go from here?
So much has changed. Some things will never go back to what they were before. While other moves have created big opportunities. There may be nothing new under the sun, but many have been forced to use, change and adapt to existing business processes faster than they had to in the past.
If you’re one of the many wondering what is next, the following predictions and trends will give you a good idea of what to keep an eye on in 2022.
Customers are smarter now
For the past several years, the hot topic of the new year has been customers and their ever-changing preferences. This year is no different. Customers today are smarter than ever and are becoming increasingly aware of what exceptional customer service looks like. Big or small, customers are loyal to brands that provide the best service and create the best experience.
B2B expectations are greater
Customers in the business-to-business (B2B) world are now starting to expect the same service and experience business-to-customer (B2C) brands offer. Over this year, we’ll likely see changes to how B2B companies go about their services and how much thought goes into the overall experience.
Convenience is the new expectation
Several years ago, convenience was an issue being talked about more and more when creating a customer experience. It was becoming a differentiator brands were really having to start paying attention to. Thanks to the pandemic, the adoption of convenience has been accelerated as companies scrambled to improve self-service and delivery options.
Self-service options are a must
As mentioned above, self-service options are increasingly important moving into 2022. According to Forbes’ 2021 Achieving Customer Amazement Research Study, 41% of American consumers that need assistance turn to a digital self-service solution instead of traditional phone support. Customers today want quick answers and are willing to bypass traditional support to get them.
Most importantly, make sure your business stays proactive in seeking out new trends. For example, focusing on the latest expectations when it comes to check out will ensure you have the options consumers today expect, like high risk credit card processing. Make this year a strong year for your business. One that fuels growth and creates loyal customers.
Blair Thomas has been a music producer, bouncer, screenwriter and for over a decade has been the proud Co-Founder of eMerchantBroker, the highest rated high risk merchant account processor in the country. He has climbed in the Himalayas, survived a hurricane, and lived on a gold mine in the Yukon. He currently calls Thailand his home with a lifetime collection of his favorite books.