Top trends that should shape your customer’s journey in 2020

By Henry Brown

Innovation is the key to success, which is why so many businesses are concerned with creativity. But, while there are plenty of fantastic ways for your company to innovate, the best by far is to adopt the current trends shaping consumer’s experiences. When customers feel that a service is superior, they are more likely to be loyal to the brand. In an era where loyalty is on the decline, this is a feature that shouldn’t be underrated or undervalued.

What are the trends that will allow your company to consolidate and craft an experience that is second-to-none? Carry on reading to learn more about the tools that are set to take over in 2020.

Digital transformation without a deadline

Nearly 90% of companies believe that digitizing their records and processes are the most critical factors for success, according to The problem many businesses have today is that they think the transformation doesn’t last forever. It does. Once you invest in the concept, there is no turning back, and this is a vital point to remember. If you fail to continue down the path of digitization, the firm won’t be able to adapt to the customer’s specifications. And, consumers are like the weather because they change their minds regularly without warning.

Enhanced data ethics

Whether data is as influential as it has been portrayed in recent months is up for debate. However, the fact is that the average customer now believes their personal information can be used against them to win elections. Therefore, it’s imperative for enterprises to take action and encrypt data. Otherwise, consumers will vote with their feet and bounce. A popular way to ensure businesses are ethically up to date is to outsource the problem to the likes of or The social care element of these services enables organizations to plug holes and gaps that previously went unnoticed.

No one-size-fits-all policy

When was building a reputation as a customer service genius, its rivals thought they had found a secret formula. They had, but it had nothing to do with one alteration that could transform the company’s fortunes. Instead, everyone in the business went the extra mile for Amazon’s customers. Their customer service solution is built on thinking about the people who have the biggest impact. Competitors will only catch up to the likes of Amazon and Trader Joes when they realize that the entire enterprise has to be involved. Otherwise, the weakest link in the chain will sap very quickly.

Evolving business model

You start with a plan that you believe is going to transform your business into a market leader. But, if there is another thing that entrepreneurs can learn from Amazon, it’s that the first model might not be correct. Look at the way Bezos transitioned from selling books in the ‘90s to provide almost every product and service possible in 2020. Yes, the company had to figure out a realistic and effective delivery model, but it also took the liberty to evolve its original plan.

That takes more courage than you might imagine.


Henry Brown is an online marketing executive. When he isn’t talking shop, he’s roaming the streets of London, uncovering the extra-ordinary in the ordinary.

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