In 2020 customers will become smarter as their expectations for service and customer experience are set by best brands. While interacting with a business, they compare their experience to the best one they received from anyone and anywhere. Thus the gap between expectations and reality may widen for some companies. As a result customers will walk away searching for better experience. Another trend is convenience of connecting with a company. When a customer wants to get in touch, they will reach for the most convenient communication method. Thus you should not limit your communication channels just to phone, chat and email. Your customers may also use social media or an app on smartphone. This is convenience that will drive repeating sales and customer loyalty.
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