Regardless of where you are in the world, digital marketing has a role in most business applications, and as such it is essential to be up to date with the shifts within the market, in order to have a fluid and relevant business!
As reported by the 2020 Digital Trends in Asia Pacific, the most important trend shift in 2020 is:
1. Customer Experience
1 in 5 organisations in the Asia Pacific region agreed that customer experience is the primary trend opportunity in 2020, and this revolves around improving the entire customer journey process, from delivering better products as well as optimising the consumer's process of interacting with your business. Focusing on creating better products and services is essential, hence improving brand positioning, which we reflected upon in a previous blog! This will boost the trust between consumers and your company, allowing for positive connotations with your business, and allowing for an improvement in market share!
2. Customer experience maturity
Customer experience maturity is another essential trend APAC businesses have been attempting to catch up in, and should be reflected upon by any brand or company in Australia, as only 3% of companies questioned in Australia/NZ considered themselves completely mature in this regard, illustrating a need to revise and invest into the entirety of the consumer journey. Aligning marketing and CX tools allows for Australian brands to better associate themselves competitively on a global scales and as such is a extremely important trend to relate in your own bettering of your brand! Brands do not become consumer-centric overnight and as such the customer experience maturity model (CXMM) is an efficient way of understanding your maturity in this area.
3. Investing into Consumer Experience
In order to remain relevant self-investment is essential, and is a trend being witnessed within APAC companies heavily in 2020. Businesses have increases budgets for CX-related technology which assists in creating a competitive advantage, and is usually a good return on investment. 57% of companies have said they are likely to increase their investment budgeting for 2020, with the most common areas being ML and AI technology. These technologies have seen a under investment in Australian companies, and can be extremely beneficial in improving the overall quality of the consumer experience, hence better your own brand image!
Overall the customer journey is an essential aspect of business, and is commonly looked over by new entrepreneurs or those looking to begin, however it is a widely followed trend to better this journey, and as such this should be one of the primary focuses for all new business owners!
Did you enjoy learning about these trends? Let us know what you'd like to hear more about...
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