Top 10 Essential Customer Experience Trends For Beauty & Cosmetic Brands In 2022 & Beyond

The beauty and cosmetics industry is always changing, and keeping up with the latest trends can be a challenge.

But if you want to ensure that your customers have the best possible experience, it’s important to stay on top of the latest developments.

In this blog post, we’ll explore some of the top customer experience trends in the beauty and cosmetics industry for 2022.

From personalization to omnichannel presence, these are the top CX trends that you need to know about!

Allied Market Research valued the global cosmetics market at $380.2 billion in 2019. They also project that by 2027, the market size will have grown to $463.5 billion. This would represent a CAGR (Compound Annual Growth Rate) of 5.3% from 2021 to 2027. 

The beauty and cosmetics industry is always changing and it can be hard to keep up. Loyal customers are hard to come by because there is so much competition. In order to stay afloat, businesses in this industry need to be constantly innovating and providing the best possible customer experience.

Going forward, it is essential to provide excellent customer service and create personalized experiences, which will help you to acquire and retain customers.

• Omnichannel Customer Experience
  With the rise of online shopping, companies need to provide omnichannel support. This means that customers can reach out to a company through any channel they prefer, whether it be phone, email, chat, or social media. Companies that provide omnichannel support can reach more customers and provide a better overall experience.Today, customers expect brands to be available to them in all the channels they want to engage with a brand. These channels include messaging apps, social media, and e-commerce stores.At the same time, the technology available to businesses is evolving rapidly.For example, augmented reality and virtual reality are promising to bring about a new way for brands to engage with their customers.As technology continues to evolve and customers demand more, businesses need to keep up with the latest trends in customer experience. These trends will keep businesses ahead of the competition.At DialDesk, we understand how important it is for beauty brands to provide an omnichannel customer experience. We can help manage end-to-end omnichannel CX to reach out to potential customers and reduce churn. By working with us, brands can focus on providing the best possible experience for their customers, regardless of channel.
• 24X7 Customer Support 
  The customer support team is the most important part of any business, especially in the beauty and cosmetics industry.According to stats, customer support teams are often neglected by beauty brands. However, with the evolving trend of customer service, 24×7 customer support will be something that is in high demand in 2022 and beyond. Unfortunately, the beauty industry is lagging in this department, as a recent survey conducted by DialDesk showed that most brands are not providing 24×7 support.For example, if a customer has a query or problem in the morning, they have to wait until evening to get it resolved. This leads to customer frustration and issues that are left unresolved, which eventually causes customer churn.
• Embrace Tech-Driven Customer Experience
  Technology is playing an increasingly important role in the beauty and cosmetics industry. Brands that can use technology to enhance the customer experience, such as through virtual try-on applications, will be ahead of the curve.Other trends that are gaining popularity in the beauty and cosmetics industry include social media integration, artificial intelligence (AI), and augmented reality (AR).
  • Social media integration allows businesses to connect with their customers on a more personal level and provide them with timely updates about new products, special promotions, and events.
  • AI can be used to create personalized customer experiences and suggest products that might be of interest to them.
  • AR is becoming increasingly popular in the beauty and cosmetics industry as it allows businesses to provide their customers with a more immersive experience. For example, some businesses are using AR to allow customers to virtually “try on” makeup before they purchase it.
• Offering Personalized Experiences
  Today’s consumers are looking for an experience that is catered specifically to them. Beauty and cosmetics brands that can provide a personalized touch, whether it be through custom products or one-on-one consultations, will be highly sought after. Even loyalty programs need to be designed specifically for each customer to make them happy and more likely to recommend the brand to others.Ultimately, the goal for all beauty and cosmetics brands should be to provide customers with a more personalized, convenient, and enjoyable experience. However, to achieve this, brands need to first understand what it is that their customers want. Only then can they create a strategy that will resonate with their audience.
• Chatbots
  The beauty and cosmetics industry is increasingly turning to chatbots to provide customer support. Chatbots offer several benefits, including:
  – 24/7 availability: Chatbots are available 24/7 and can provide a quick response to customer inquiries.
  – Personalized service: Chatbots can be used to answer customer questions, give product recommendations, and provide other information.
  – Immediate responses: Chatbots are a cost-effective way to provide customer support, and they can free up time for other tasks such as product development and marketing.
  – Increased engagement: Many chatbots use artificial intelligence (AI) to simulate a human conversation. This can help to make the interaction more personal and engaging for the customer.
• Data-Driven Decisions
  As the beauty and cosmetics industry becomes more competitive, companies are looking for ways to get an edge over their competitors. One way they are doing this is by making data-driven decisions. Companies are collecting data on their customers and using it to make decisions about product development, marketing, and even customer service.This is a win-win for companies and customers. Companies get to make better decisions that are based on real data, and customers get products that are more tailored to their needs.
• Proactive Customer Service
  In the beauty and cosmetics industry, it is important to provide proactive customer service. This means being available to answer questions and help customers with their needs before they even have to ask. You can do this by having a strong social media presence and by providing helpful information on your website.
• Growth of Self-Service Options
  Self-service options are becoming more popular with customers. This could include online FAQs, Knowledge Bases, or live chat features on websites. Customers often prefer to resolve issues themselves, rather than having to contact customer service. By providing self-service options, businesses can save time and resources.
• Mobile Customer Service With the increasing popularity of mobile devices, it is no surprise that the beauty and cosmetics industry is following suit. More and more customers are using their smartphones and tablets to research products, find deals, and purchase items. To keep up with this trend, businesses need to make sure that their website is mobile-friendly and that their customer support team is available to answer questions via text or chat.DialDesk provides cost-effective mobile CRM solutions which will enable you to remain in contact with customers and sales contacts even when they are constantly on the move. This will also help you to manage your company branding and sales strategy more effectively.
  Also, Read blog:
  Mobile CRM is the Future of Business, Here’s Why?
• Social Media & Experiential Marketing
  Social media is a powerful tool that can be used for marketing purposes. Companies are using social media to reach out to potential customers and promote their products and services.Social media marketing is a win-win for companies and customers. Customers get exposed to new products and services, and companies get free advertising.Experiential marketing is a type of marketing that focuses on creating an experience for the customer rather than just selling a product. Companies are using experiential marketing to create events and experiences that customers will remember.

Bottom Line

There you have it — the top customer experience trends in the beauty and cosmetics industry for 2022. As you can see, personalization and customization are going to be big players in the coming year, so start thinking about how you can give your customers the individualized attention they crave. And of course, don’t forget the power of social media — make sure your brand is active on all the major platforms to stay ahead of the curve. Thanks for reading!

Author Profile

Varuna Raghav

As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to her name. Her enriching input has been valuable to the brands and organizations she's worked with.

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One response to “Top 10 Essential Customer Experience Trends For Beauty & Cosmetic Brands In 2022 & Beyond”

1. Thank you so much for your informative blog post! I found it to be very helpful and well-written. I’ll be sure to recommend it to others.