5 Industries That Need a Customer Experience Overhaul and How They Can Do It

5 Industries That Need a Customer Experience Overhaul and How They Can Do It

Now more than ever, customers are searching for a great experience with the companies they do business with. Many industries need an overhaul, but that starts with figuring out how to measure customer experience. The industries included here could revamp their approach to customer experiences and could achieve tremendous growth as a result. 

1. Automotive

For most people, driving a car is not a luxury but a necessity. They need a way to get back and forth to work. Others may drive for a living, thanks to the rise in popularity of ride-sharing apps like Uber and Lyft. Technology continues to shift as cars are being developed, and it is estimated that the next 10 years will bring continued innovation. 

Despite the growth in the industry, the customer experience needs to be overhauled. Brands need to focus on the experience of their customers instead of just the automobile itself. This builds loyalty and makes them more likely to create repeat customers. 

Digital marketing is going to be paramount for automobile companies, but they also need to keep the user experience at the center. By leveraging digital tools, they can ensure that they are top of mind for their customers, both new and returning. 

2. Insurance

When was the last time you were able to quickly and easily file a claim with your insurance provider? Most would agree that the user experience with many insurances leaves a lot to be desired. The process of filing a claim to get the money you need is clunky and outdated. This can apply to all industries: 

  • Car insurance
  • Health insurance
  • Life insurance

The best thing that insurance carriers can do is to improve the customer experience through their website. Practically, this will entail expediting the process from start to finish so members can access the funds they need faster and more conveniently. 

With most businesses moving to a digital model, insurance needs to keep up with more online tools instead of frequent phone calls. This is one area where reviews and surveys could be a great way to learn how to measure customer experience

3. Retail

In light of the pandemic, many people are turning to online shopping to take care of their daily needs. Retail has lagged more than expected when it comes to anticipating this shift. Brick-and-mortar businesses have shut their doors, and many retailers have moved to an online-only model. Unfortunately, the customer experience at many of these stores is lacking. 

Retailers are already starting to make the shift. While many customers may not be open to storefront shopping right now, it may eventually turn back this way. As of early 2020, 16 percent of retailers were planning to implement mobile checkout services. This is one area where they could continue to adapt and change. 

4. Hospitality

Unfortunately for the hospitality industry, unconventional rentals like those available through Airbnb are disrupting the hotel industry. And while many people took a break from traveling the world due to the pandemic, most are back on the road (or in the sky). To earn more customers back, hotels will have to improve their customer experience. 

The best way to do this is to make booking more seamless. Hotels will need to implement more digital marketing strategies to set themselves apart in convenience and personalized service. 

5. Telecommunications

Much like the automotive industry, internet and telecommunications companies are now considered to be a necessity. More people than ever before are working from home, ensuring that they need a decent connection. Unfortunately, most people would still agree that service and the customer experience with many of the major companies lag behind other industries. 

One way they could improve their system is to come up with a clearer form of communication. Keep customers from dialing in just to be shuffled from department to department. They may even want to set up a way to communicate digitally with their customers. 

Improving Industries with Digital Marketing

If your business falls in one of these categories, it may be time to evaluate how your customer experience compares to other industries. Contact us today to see how we can improve your business! Insights ABM offers digital marketing strategies that can help keep you top of mind for customers.

Joe Cantu

Joe is a digital marketing strategist and media buying/planning leader with 13+ years of expertise in marketing strategy and program management, omnichannel campaign delivery, brand building, data analytics, and customer experience/UX optimization. He has helped drive growth for industry-leading clients, including F500/F100 firms.