Impact of customer experience on MSMEs
What is immersive customer experience and how can MSMEs use it?
MSME and customer experience

In the new world of social media, AI, and online business, 80% of customers expect more from the brands they do business with. According to the Zendesk's Global Customer Experience Trends Report, customers today have high expectations, low patience, and multiple options when it comes to who they do business with. This means that MSMEs have to create convenient, simple, and natural customer experiences to increase their customers, profit, and customer loyalty.

95% of Indian businesses which have invested in good customer experience technologies report seeing a positive response. This means that great CX (customer experience) might be just the thing to create a growth trajectory for SMBs and MSMEs.

Here are some new trends in customer experience to keep in mind:

AI and Chat Bots are growing more popular. Whether it's on social media or on your websites, customers enjoy AI interactions with chatbots. 84% of Indian customers expect chatbots and auto-responders to feel more human and natural. This includes having personalized responses, communicate in a conversational way, and solve problems more easily. At present, 35% Indian businesses have invested in AI/chatbots. 45% plan to do this investment in the next 12 months.

Conversational experiences are important: For customers, friendly, natural, and fluid interactions help in becoming more loyal to a brand. This includes customer service not interrupting tasks. For example, if multiple customer support representatives are involved in solving a particular customer's query, the customer expects that they easily communicate among themselves to solve problems quickly. 80% of customers in India dislike repeating their query to multiple CX representatives and enjoy spending time with businesses that provide a more friendly and seamless experience. Only 64% of businesses currently have implemented a more conversational customer service.

Customers want deeper personalization: At least 50% of customers in India want companies to increase personalization. This means more customer experiences tailored to fit a particular customer - such as specific recommendations, personal email marketing, quicker follow-ups to past purchases, and meaningful communications with customer service. 87% of customers want businesses to have access to past purchases, context from interactions, and other information handy so that they can do business faster and easier.

Customer well-being and emotions matters for business: With reviews, social media platforms, and forums where customers can discuss brands, the emotions of customers to your brand can make all the difference. Delighting customers through freebies, vouchers, or a great communication experience leads to more loyalty. Similarly, a negative experience with communication can cause upto 66% of customers to exit immediately and stop buying from the business.

Read more:

  1. How MSMEs can improve Customer Retention:

  2. 4 strategies for B2B MSMEs to improve customer experience:

Let us know what you think about this article at

Don't forget to share this post

Facebook Twitter LinkedIn Instagram
News letter

Join 50,000+ entrepreneurs who already have a head start.

Get free online marketing tips and resources delivered directly to your inbox.

Start your online business today. For free.

Sign up for MarketCentral free to access all of the tools and services you need to start, run, and grow your business.

Try MarketCentral for free, no credit card required.

Popular Articles
MSMEs in northeast region


Credit cards for MSMEs


business funds


technological growth


Promote online business


MSME schemes and loans


MSME and customer experience


MSME online advertising


MSME business trends and forecast


MSMEs are job creators

SMBs are top job creators in India

Digital payments for MSME

Here's How UPI Can Help Your Business Grow

MSMEs that grew big

5 Small Indian Businesses That Grew Big

Business safety

5 Ways to Make Your Business Safe from Future Shocks

festival business tips

Diwali business: Tips for small and medium businesses during the Indian festive season!

MSME digital transformation

Get Online, Grow Big: Digital-First Small Businesses Are Prepared for The Future

MSME GST scheme

The New GST Scheme: How Will It Impact Your Online Business?

MSME schemes and credit cards

In the News: MSME Credit Card, post-Covid revival, and new schemes for small businesses

Independent business

How MSMEs Can Grow And Achieve Greater Independence

MSME logistics challenges

Transport and Logistics Challenges Faced By MSMEs

Digitizing supply chain

The Importance of Digitizing Supply Chains for MSMEs

Sustainable business growth

How MSMEs Can Grow Sustainably With Three 'R's

Sustainable business growth

The Importance of Sustainable Growth for Businesses

MSME customer retention strategies

4 Customer Retention Strategies for MSMEs

MSME customer retention strategies

Customer Retention

MSME day

MSME Day 2022

Target market

What is Your Target Market? - Part Two

Target market

What is Your Target Market? - Part One

MSME Data security

9 Ways to Make Your Business Data Safe and Secure Onlines

MSME business automation

Why Automating Your Business Operations Can Make Your Business Smarter and More Efficient

Increase website traffic

8 Effective Ways to Drive Traffic to Your Website

business growth strategies

5 Ways to Keep Your Online Business Growing

SEO services

What is SEO or Search Engine Optimization, and How Can It Help Your Business?

Festival discounts

6 Tips for Marketing Your Business During Festivals.

Branding benefits for MSMEs

Branding for Small Business - What is It, and How to Do It.

branding for MSMEs

What is branding and why do small businesses require it?

Women entreprenuers

Women Entrepreneurship and Women-led MSMEs: Schemes and Benefits PART Two

Women entreprenuers

Women Entrepreneurship and Women-led MSMEs: Schemes and Benefits PART ONE

Digital transformation of MSME

Go Digital, Go Secure: What Does This Mean for MSMEs?

Social commerce benefits

What is Social Commerce and How Can it Help MSMEs?

ISO certification

How to implement ISO 9001 for Your Small Business?

ISO certification

Why is an ISO Certification Important for Your Business?

Financial operations for MSME

Updating Your Financial Operations Can Save Your Business Lakhs of Rupees!

Secure business

Keeping Your Business Safe Online: The MarketCentral Way

MSME digital marketing


Technology upgradation

The MSME Tech Upgradation Scheme: What Does it Mean?

Online business security

5 Ways to Protect Your Data and Build a Secure Online Business

Customer experience benefits

Customer Experience: 3 Ways for B2B Businesses to Stand Out from the Crowd

Online business trends

Diwali 2021: 3 Trends in Online Business, E-commerce Inflation, and More

Ecommerce business trends

4 Steps To Guide Your Business-to-Business (B2B) Enterprise Towards eCommerce Success

Social media outage

What The Facebook, WhatsApp Outage Can Teach Small and Medium Indian Businesses

Growth of ecommerce market

E-Commerce Market in India to reach $350 Billion by 2030: What Will This Mean for SMBs?

Udyam portal for MSMEs

50 Lakh MSMEs Have Registered on Udayam portal. Enroll your business today.

MSME schemes and funds

3 Recent Schemes and Funds for MSMEs and What They Mean

MSME entreprenuers

Entrepreneurship and Competition in the Time of Covid-19

Udaan monopolizing distributions

Amul, Parle Among Businesses That Has Cut Supplies to Udaan

Learnings of MSMEs post covid

Covid-19 Second Wave: What Can Small and Medium Businesses (SMBs) Learn From It?

Amazon's Physical stores

Amazon is Opening Physical Stores. What Does it Mean for Small Businesses?